Getting customer feedback and customer experience into the DNA of your organization is in any case not a matter of doing a customer satisfaction survey in between. It is an integral process that requires continuous attention, whereby you must have a strategic plan with goals that you can focus on.
A customer-oriented culture is essential for this. At Integron we prefer to work with our clients on the basis of a multi-year programme. So not from a one-off project or research, but from a strategic plan for several years, where the focus is not on doing research, but on the goal to be achieved in relation to ambition and growth. We act as an executive and advisory partner in this. It is important that our customer/client shares the same vision, because you Australia Accountant Email Lists work on the same goals and principles that really allow you to get more out of customers and employees.
Engaged employees for the best customer experience
We had already mention them, but don’t forget the employees in the customer experience story. They play an important role in this. Employees who are comfortable in their own skin and enjoy working are more productive, more creative and less absenteeism. Their enthusiasm is contagious and has a positive influence on the working atmosphere and all this is convey to customers.
Thanks to a good internal organization you get enthusiastic and loyal employees who ultimately have an impact on the enthusiasm and loyalty of your customers. Good for your turnover and profit figures. Therefore, also actively involve employees in customer experience surveys. Involve them in the goals that have been set in the longer term, what the content of the research program is and make employees with a lot of customer contact, for example, jointly responsible.
Let employees know about the results and what the organization will do with the results via briefings, intranet or other channels. This also makes customer experience more embedded. In addition, work on the skills and competencies of your employees. The better they develop and perform, the greater the positive influence will be on employee experience and ultimately on the customer experience.
Thanks to a good internal organization you get enthusiastic and loyal employees who ultimately have an impact on the enthusiasm and loyalty of your customers.”
Formulate realistic goals
Customer experience research is not the goal, but the means. The goals, the customer experience strategy and the KPIs that you link to it, such as theare important. A only works if you do this from a well-considered plan in which you formulate the goals/KPIs that you want to achieve with your organization. All this based on the feedback from your customers.