A new year brings endless potential for great – and not so great – customer experiences. According to Forrester, the Forrester’s 2018 Customer Experience Index shows that “companies are struggling to create and sustain a human connection with their customers.”
So, at Modern CX 2018, we asked a group of CX pros designated as “CX Heroes” to offer their advice and guidance to fellow practitioners on creating exceptional customer experiences. Watch our interview with CX Heroes and read their advice below.
**Ready to register for Modern CX 2019? Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**
Tip 1: Focus your entire outlook on the customer.
“If I was mentoring somebody, I think the biggest piece of advice I would give them about being successful in deploying customer experience is to make sure you’re focusing on customer experience in what you deploy. If your entire outlook and your attitude toward how you interact with your customers is focused on their experience of working with you, you are going to set them up best for how they are then going to take that, and pass that onto their experience with their customers.”
– Michael Taylor, CTO, BPI OnDemand
Tip 2: Take a crawl, walk, run approach.
“If you’re just getting started in customer experience, I think the most important thing is to understand you have to take a crawl, walk, run approach. You cannot do it all at once. There is no company that has unlimited time or resources or budget, and so you have to look at: What are the priorities? Where do we start today so that we are in a better place than we were yesterday? And then, developing a roadmap on how you’re going to move forward.”
– Brandi Starr, COO, Tegrita Consulting Group
Tip 3: Start with something that you can do well.
“Break it down into manageable chunks, so it’s smaller goals — something that you can take on very easily and execute really well on. You can’t build Rome overnight. You have to make sure that you break things down into manageable chunks and just keep working with that, and executing day after day. That will ultimately lead you to that end goal.”
– Dan Cohen, Marketing Automation/Operations Manager, MongoDB
Tip 4: Ask questions.
“Don’t be afraid to ask a question. Don’t be afraid that you’re going to be the one who just didn’t find it in the documentation, and somebody’s going post a link, and you’ll feel bad, because you wasted their time. Just do it. You’ll learn that the people who are trying to help are people who started just where you are.”
– Jessica Campbell, Program Manager – Customer Experience, Brother International Corporation
Tip 5: Listen.
“Listen to the customer. Understand what their needs are, understand what they’re trying to accomplish, and then design and propose solutions that meet what they’re trying to accomplish.”
– Kevin Sherwood, Founder/CEO, Helix Business Solutions
Copyright © 2018 Oracle. All rights reserved.
This transcript may be edited for readability.