Ten Customer Experience Resolutions For 2010

Keeping up the tradition from 2008 and 2009, I’m providing customer experience resolutions for the new year. This proverb sets the right tone:  

The best time to plant a tree is twenty years ago. The second best time is now.

While most executives think customer experience is important, many companies haven’t treated it strategically. That lack of attention will become a serious competitive problem as more companies expand their efforts.

With that in mind, here are 10 New Year’s resolutions that your company should consider making about its customer experience efforts (some are carry-overs from last year)…

  1. We shall put in place a robust voice of the customer program
  2. We shall stop playing with social media and put it to good use
  3. We shall treat customer service as a loyalty-driver, not a cost center
  4. We shall go beyond just fixing problems and inspire brand promoters
  5. We shall establish clarity in our brand, internally and externally
  6. We shall identify a senior executive to lead the transformation effort
  7. We shall help new customers get value from us faster and easier
  8. We shall improve the usability of all self-service interactions
  9. We shall communicate more clearly with customers across all channels
  10. We shall make our culture more customer-centric

The bottom line: Put customer experience on the top of your 2010 agenda!

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

12 thoughts on “Ten Customer Experience Resolutions For 2010”

  1. You’ve done it again Bruce! I can especially agree with points 2,3,4,6,10. Please continue to post your blog posts via Twitter in order for me to retweet. You’re the man!

  2. I like the 10 commandments here so to speak. I would something about Affordability… value is important but if the customer can’t “afford” it, the item or service goes un-purchased or worse yet, the customer finds a more affordable choice somewhere else and that customer may be lost permanently.

    Dom

  3. Hi Erik, Affoprdability and Value are very different… a BMW discounted by 50% is real value… but if one does not have the money for the care even at 50% discount… than it is an affordability issue.

    Wal-Mart and many of the off price retailers are clearly providing value AND they provide it at an affordable price.

  4. I love these resolutions but wonder if businesses, large and small:
    a. have the skills necessary to keep these resolutions
    b. know what skills/best practice involved look like
    c. have the “senior executive” who can effectively address a. & b.

  5. Great resolutions Bruce! I made a point to put CE first in 2010 and I have them printed and hanging next to my desk…thanks! Also credited you with them in my blog.

  6. Great article, for me 2010 is all about customer experience and thats all about the conversations. How you take those conversations to create loyal fans is the strategy.

  7. Fantastic job of delivering a powerful message and keeping it simple at the same time. It truly is not as complicated as people make it out to be. While it may not be easy, the 10 resolutions you have are completely customer focused and will help any business, in any area, of any business size.

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