How To Put The Fun Back Into Customer Feedback

How To Put the Fun Back Into Customer FeedbackHow To Build a Great Customer Experience

We do it because we want customers to stay with us for longer, to spend more and to recruit new customers.

So how do you get started?

Why do we want to build great customer experiences?

To understand how technology is changing consumer behaviour, you need to look at your customers from a generational point of view. Look at what different consumer groups want.

Top tip: Don’t get so obsessed with the technology that you forget about the person. Customer service still has to be right. Service is still the killer app.

How technology is shaping consumer behaviour

Getting employees engaged has lots of different benefits including better customer satisfaction.

The secret is to give them the keys to the kingdom and let them know you trust them to use the keys wisely.

Top tip: Obsess about customer needs at every interaction, treating customer experience as a competence.

Gamifying the employee experience

Never underestimate how good storytelling can be in influencing your organisation, your employees and your teams to focus even more on driving continuous improvement to the experience you give both your customers and your employees.

Top tip: Feelings and emotions aren’t soft and fluffy, they’re core to the business.

The Art and Influence of Storytelling in CX

Innovation fails because we’re not able to get into people’s heads and understand what they want and why they want it.

Ask yourself, when was the last time you spoke with your customers? You can’t innovate if you don’t understand what’s going on in your customer’s mind.

Top Tip: Play is absorbing - it’s where everyone and everything sinks to the background because you become absorbed into what you’re doing.

LEGO® Serious Play

If you’re ever thinking about bringing products or devices together, the key is to think: “Can you connect these parts together?” with APIs. Essentially, they’re like the oil in the engine, keeping all the different parts moving and connected.

Nothing happens without an API in place.

Top Tip: APIs are essential to integrate all parts of customer data within the organisation.

Man & Machine

Instead of thinking about the technology, think about the problems you can solve with it.

For example, washing machines that text when a load has finished doesn’t solve the problem of having to wash clothes. Just because the technology exists, doesn’t mean it’s helpful. Innovate to solve problems.

Top Tip: Strip back the idea and focus on the problem. Don’t think about the technology.

The Internet Of Things

The way we’ve been primed to work on projects typically, starts with a strategy, and then goes into insight, execution and finally engagement.

The approach we’re suggesting is rather simple: start with engagement first. Reverse the approach, so we’re doing rather than thinking.

Top tip: Most customer experience projects fail because they’re projects and customer.

Moving From Strategy to Action

How to Build a Great Customer Experience

Download the full eBook here for expert advice on how to build a great customer experience.