7 Steps towards Omnichannel CX Success
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The document discusses the importance of customer experience (CX) as a competitive advantage, highlighting that 89% of participants view it as such while 71% feel their CX programs are ineffective. It outlines steps towards achieving omnichannel success, including understanding customer demographics, actively listening, and measuring engagement and performance. Additionally, it emphasizes the need for employee engagement and establishing clear customer service standards to drive better CX outcomes.
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7 Steps towards Omnichannel CX Success
- 1. ForeSee CX Forum October, 2016 WASHINGTON, D.C.
- 2. Source: Gartner 89% say CX is their #1 competitive weapon
- 3. 71% CX professionals say their programs are failing to improve customer experience Source: Gartner
- 4. OMNICHANNEL
- 5. OMNICHANNEL defined: Customers and potential customers interacting with your organization anytime, the way THEY want to… seamlessly
- 9. Diagnose Strengths, Weaknesses and Opportunities by AUDIENCE SEGMENT
- 13. Persona Building
- 15. Find out WHAT your customers want and HOW they want it
- 16. LISTEN to Customers in EVERY CHANNEL
- 17. FOLLOW UP on complaints and requests
- 18. Provide EXPANDED DIALOGUE opportunities for your customers
- 20. Measure3
- 21. You can’t MANAGE what you don’t MEASURE
- 24. Measure IN-CHANNEL the CUSTOMER JOURNEY and the OVERALL PERCEPTION of your organization
- 29. Employee Engagement defined: The EMOTIONAL COMMITMENT one has to their organization and its goals.
- 30. Customers will never love the company until the employees love it first -Simon Sinek
- 32. Increased EMPLOYEE ENGAGEMENT drives CX, which impacts DESIRED OUTCOMES
- 34. Clearly DEFINE service standards
- 36. Set performance standards by customer TOUCH POINT
- 37. PUBLISH STANDARDS to staff, partners and customers
- 40. Identify the primary CX CHAMPION
- 42. Host EDUCATION SESSIONS for working teams and stakeholders…be inclusive
- 44. Assemble your TEAM and Establish CONTINUOUS COLLABORATION
- 46. Identify and PRIORITIZE key segments and opportunities
- 47. COMMUNICATE and co-create proposed strategy
- 48. Create a ‘TASK FORCE’
- 49. Develop a ‘Shared Vision’ of success
- 52. Help Your Data STAND OUT Source: LeaPica.com
- 53. …and Prevent THIS from Happening: Source: LeaPica.com
- 54. • 60% of mobile visitors didn’t find what they were looking for. • “I find searching your site really frustrating. All I wanted to do was download a form and I couldn’t. Please make the site better for customers!” (Score = 32) Survey Feedback Note: Not Actual Data Source: LeaPica.com
- 55. Note: Not Actual Data Source: LeaPica.com 60% of Mobile Visitors didn’t find what they needed !
- 56. “I find searching your site really frustrating. All I wanted to do was download a form and I couldn’t. Please make the site better for customers!” (Score = 32)Source: LeaPica.com
- 57. Final Thought…
- 58. YOUR BUT is TOO BIG
- 59. 1. Identify who your customers are 2. Actively Listen to your customers 3. Measure 4. Analyze Employee Engagement 5. Establish customer service standards 6. Gain internal adoption 7. Champion customer insights to action Steps towards OMNICHANNEL SUCCESS
- 60. Dave Lewan, Vice President Public Sector and Canada Thank you