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What do you do if your customer-centric strategies lack logical reasoning?

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Customer-centric strategies are all about putting your customers at the heart of your business. But what happens when these strategies are not backed by logical reasoning? It’s like trying to navigate a ship without a compass; you may have a general idea of where to go, but you're likely to get lost along the way. In the world of customer experience, a lack of logic can lead to ineffective practices, wasted resources, and dissatisfied customers. Therefore, it's crucial to reassess and recalibrate your approach when you find that logical reasoning is missing from your customer-centric strategies.

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Satya Prakash Gupta

Cultivating Superlative CX - Design Thinking @ OneAssist | Digital Transfomation - BPR | Certified - LSSBB | Data Enthu…

1 Assess Gaps

To address any shortcomings in your customer-centric strategies, the first step is to conduct a thorough assessment. Analyze customer feedback, service data, and team input to identify areas that lack clear reasoning or evidence-based decision-making. This step is about understanding the 'why' behind each strategy. Are you assuming what customers want without asking them? Are you implementing practices based on trends rather than actual customer behavior? By pinpointing these gaps, you can begin to build a more logical foundation for your strategies.

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Aline Pitondo Monteiro

Eu transformo a experiência e a jornada do seu cliente – e as otimizo do lead a recupera??o de churn! (on-line e off-line) | CX e CRM Design | Mentora e Consultora de CX
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1. Identifique as falhas (suposi??es n?o comprovadas e implementadas, aloca??o de recursos, atendimento real as necessidades dos clientes) 2. Recolha dados concretos (o que está e n?o está funcionando na jornada, métricas, personas) 3. Experimente antes de tornar regra (testes A/B, prototipagem, pilotos com base parcial de clientes) 4. Analise resultados, baseie-se em evidências concretas, seja flexível e adaptável, n?o tenha compromisso com o erro. 5. Tenha métricas e objetivos que sinalizem o sucesso das a??es e os pontos de recalcular rotas.

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2 Realign Goals

Once you've identified the gaps, it's time to realign your goals with logical reasoning. Consider the long-term objectives of your customer experience initiatives and evaluate whether they align with the needs and desires of your customers. It's essential to ensure that your goals are SMART: Specific, Measurable, Achievable, Relevant, and Time-bound. This framework helps in creating strategies that are not only customer-focused but also grounded in logic and achievable outcomes.

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3 Involve Customers

Involving customers in the development of your strategies can infuse them with the logical reasoning that may be lacking. Engage with your customers through surveys, focus groups, or direct feedback channels to gain insights into their needs and preferences. This direct line of communication ensures that your strategies are not based on assumptions but on actual customer data and experiences. It also fosters a sense of community and shows that you value customer input, which can enhance loyalty and satisfaction.

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4 Train Teams

Training your teams is essential for ensuring that customer-centric strategies are logically sound and effectively implemented. Provide your staff with the skills and knowledge they need to understand and apply logical reasoning in their interactions with customers. This includes critical thinking, problem-solving, and data analysis. When your team is equipped with these tools, they can make more informed decisions that benefit the customer and align with business objectives.

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5 Monitor Results

Monitoring the results of your revised strategies is crucial for understanding their effectiveness and making necessary adjustments. Implement key performance indicators (KPIs) that reflect both customer satisfaction and business outcomes. Regularly review these metrics to determine if the strategies are logically contributing to your goals. If not, it’s important to be flexible and willing to iterate your approach based on what the data is telling you.

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6 Iterate Quickly

Lastly, if your strategies are lacking in logical reasoning, be prepared to iterate quickly. The customer experience landscape is constantly changing, and what works today may not work tomorrow. Stay agile and be ready to pivot your strategies based on new information, customer feedback, or changes in the market. This proactive approach ensures that your customer-centric strategies remain relevant, effective, and logically sound.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Satya Prakash Gupta

Cultivating Superlative CX - Design Thinking @ OneAssist | Digital Transfomation - BPR | Certified - LSSBB | Data Enthu | Author | Keynote Speaker | Ex-TAGIC
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Do whiteboarding, gather data with extrapolating past trends with future projections. Even if it does not support, drive an internal survey to capture Voice of customer, peers & define the hypothesis. Realigning team basis the hypothesis & define a long term objective with low cost pilot.

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Ian Riley

RHA Professional, available as Transport Compliance Auditor, HGV External Transport Manager, International CPC Holder. ??07583 184324 ?? [email protected]
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If customer-centric strategies lack logical reasoning, it's crucial to reassess and realign them. Begin by analysing customer feedback and data to understand where the strategies fall short. Engage with stakeholders to gather insights and perspectives. Then, revise the strategies based on logical reasoning, ensuring they align with customer needs and business goals. Continuous monitoring and adjustment are key to developing effective, logic-driven customer-centric strategies.

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What do you do if your customer-centric strategies lack logical reasoning?

1

2

3

4

5

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1 Assess Gaps

2 Realign Goals

3 Involve Customers

4 Train Teams

5 Monitor Results

6 Iterate Quickly

7 Here’s what else to consider

Customer Experience

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What do you do if your customer-centric strategies lack logical reasoning?

1

2

3

4

5

6

7

1 Assess Gaps

2 Realign Goals

3 Involve Customers

4 Train Teams

5 Monitor Results

6 Iterate Quickly

7 Here’s what else to consider

Customer Experience

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