If you are still looking for inspiration to continue working on your CX strategy, we recommend you take a look at the 6 pillars of Customer Experience Management Excellence designed by KNPG.
To achieve Customer Experience Excellence (CEE) and commercial success, your company needs to have a CX Management Strategy.
Next, we have put together a brief explanation of each one of them
Here are the 6 pillars of your Customer Experience Management
Pillar 1: Personalization.
The first pillar of your Customer Experience Management strategy is creating a personal connection.
Customers are looking for tailored experiences that are unique for them. Focus on the individual to create an emotional connection with the customer. Greet your customers, know them individually, and know their story.
Pillar 2: Time & Effort.
Simplify the customer experience as much as possible. You can do that by minimizing the effort required by the customer. Be clear and simple, anticipate their questions and provide them with answers.
Pillar 3: Expectation.
To keep customers engaged, you need to provide support and meaningful communication to them. Be aware of your customer expectations, guide them through their processes, and know how to exceed them.
Pillar 4: Resolution.
Assume responsibility for a problem and know how to manage it effectively. If your company made a mistake, give a sincere apology, go the extra mile and own the resolution.
Your product and service can’t be the only value you bring to your customers, every interaction is a huge opportunity to show your support for them throughout the customer journey.
Pillar 5: Integrity.
Stimulate trust. Create a trusting relationship with your customers by delivering on your promises. It’s simple. Do what you say, be competent and likable.
Showing the human side of your business will make your brand feel like a friend that your customers have known for years.
Pillar 6: Empathy
To create a significant relationship with customers you need to show that you care about them, about their problems. Listen to what they have to say. Take ownership of their issues.
We hope you find this information useful and remember that we can help you operate your cx strategy. We have different solutions for different budget sizes.
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We know that the whole concept of the Customer Experience is a little bit complicated. We leave you here a couple of quotes from recent publications that might bring some light. If you have some time,
QUOTES
“The Customer Experience can be defined as “the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability” – Harvard Business Review publication,
“The customer is now in control of their relationship with a brand. In a commoditized space, product and service are a given. Therefore, companies can no longer solely rely on their product or service as their main competitive differentiator; they must compete on the basis of delivering a superior experience.” –FORBES
Recommended references:
The 6 pillars of the Customer Experience Framework – An introduction
By Nienke Bloem
Masters of Marketing #38 – 6 Pillars of Customer Experience w/ Shep Hyken