Filed under: Annette Franz, Customer Experience, Customer Service, Customer Service quotes, Customer Service skills, Customer Service Training, Customer Service Vision
Is your company short-sighted when it comes to focusing on the customer?
I’ve been using the phrase “short-sighted” a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. If you’re not familiar with the phrase, Merriam-Webster defines it as: not considering what will or might happen in the future; made or done without thinking about what will happen in the future.
Does that sound like it applies to any companies you know? Unfortunately, too many of them still either don’t think about the future customer experience* or think focusing on the customer experience is a one and done/project. It’s not; it’s a journey, as we know. As such, we need to envision the experience not only for now but also for well into the future.
*I confess. Many of them still don’t think about customer experience, period.
What are some of the symptoms of customer experience short-sightedness?
How do we avoid short-sightedness in our customer experience management efforts?
Start with a vision. Your customer experience vision will be inspirational and aspirational; it will outline what you see as the future state of the customer experience. It will briefly describe the experience you plan to deliver. And it will serve as a guide to help choose future courses of action. That little statement packs a lot of punch!
Having a vision shows you understand it’s a journey.
Some customer experience vision tips include:
Need some inspiration? Here are a few examples of corporate vision statements from brands you know well.
Amazon: To be the earth’s most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.
Avon: To be the company that best understands and satisfies the product, service, and self-fulfillment needs of women – globally. IKEA: The IKEA vision is to create a better everyday life for the many people. We make this possible by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them. Kraft Foods: Helping people around the world eat and live better. The Walt Disney Corporation: To make people happy. Toyota: Toyota will lead the way to the future of mobility, enriching lives around the world with the safest and most responsible ways of moving people. Through our commitment to quality, constant innovation, and respect for the planet, we aim to exceed expectations and be rewarded with a smile. We will meet our challenging goals by engaging the talent and passion of people, who believe there is always a better way.
Can any of these double as customer experience vision statements, too? What’s your customer experience vision? How do you inspire employees every day to deliver a great customer experience?
The very essence of leadership is [that] you have a vision. It’s got to be a vision you articulate clearly and forcefully on every occasion. You can’t blow an uncertain trumpet. -Theodore Hesburgh ___________________________________ Annette Franz is a customer experience executive focused on improving both customer and employee experiences. Through her blog, CX Journey, Annette shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation. She is currently Director, VOC Consulting at Confirmit.
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