7 Keys To Customer Experience In 2010

In the December issue of CRM Magazine which focuses on customer experience, I wrote an article called “7 Keys To Customer Experience” that provides advice for companies as they look ahead to 2010. Here’s how the article starts:

Despite the economic difficulties in 2009, we’ve seen a significant up-tick in real customer experience efforts. What do I mean by real? Efforts which address systemic issues like poorly designed interactions, broken processes, outdated business rules, insufficient customer insight, and cultures that are far from customer-centric.

After the introduction, I outline these 7 areas of focus for next year:

  1. Drop the executive commitment facade
  2. Acknowledge that you don’t know your customers
  3. Keep from getting too distracted by social media
  4. Stop squeezing the life out of customer service.
  5. Restore the purpose in your brand
  6. Don’t expect employees to get on board
  7. Translate customer experience into business terms

I’ll provide more details for all of these items in a later post. For now, you can read the CRM Magazine article if you want to see more.

The bottom line: 2010 will be a busy year for customer experience

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

9 thoughts on “7 Keys To Customer Experience In 2010”

  1. I agree with #7 the most. It is so much better to integrate customer experience feedback into existing decision making and prioritization processes when it is framed in business terms. Then customer experience isn’t a fad, it’s a way of doing business.

  2. Thanks for leaving comments!

    Jonty: I absolutely agree, quality metrics are critical. Actually, as part of item #4, I recommend that companies “Measure customer service organizations based on how effectively they help customers instead of efficiency metrics like average handle times.”

    Tabitha: You described it nicely. If customer experience isn’t viewed as a key driver for business success, then it will fade away as a focus when something else pops up.

    tweetiesblog: Thanks for the shout out!

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