How do you maintain customer experience culture during uncertainty?

I agree, but just by knowing and understanding your customers and having data alone might not necessarily suffice.Customer Experiences evolve on a daily basis you are as good as your last experience the customer just had with you or with a different brand. You are constantly compared with experiences across industries and geographies. Having an effective voice of customer program that has well equipped listening posts, ability to curate quick insights and a culture of agile decision making & execution path to actions makes a huge difference.

First, let's talk about understanding the impact of uncertainty. In this landscape, nothing is fixed, but that doesn’t mean we sit back and watch things unfold. We need to lean in, listen, and learn. We need to examine the shifts, anticipate the changes, and understand the anxiety that comes with the unfamiliar. By doing this, we can provide the empathy, comfort, and solutions that our customers need.

In the midst of uncertainty, clear and consistent communication is our superpower. Let's face it, we’re in this together, so it’s critical we keep our customers in the loop. When we are transparent about the challenges and the steps we are taking to overcome them, we not only build trust but also turn our customers into partners on this journey.

Many organizations create friction for their teams, and fail to place enough effort in removing it. Organizations suffer from a “gap” where employees are given high-level ideals but no practical information on how to apply said ideals to their job. Multi-layered approvals, more and more policies and procedures, and enhanced governance frameworks make getting anything done more like walking through thick mud. With CX strategy, one of the primary goals is to reduce friction for customers. But you’ll improve your chances of improved customer experience by removing friction from your staff's lives too.

Empowerment. Ah, a word I adore. It's all about our people. Our employees are the touchpoints of our culture and the keepers of our promise to deliver amazing customer experiences. Empowering them with the right tools, information, and autonomy means they can navigate the storm and help our customers do the same.

Let's not forget the winds of change also bring about the seeds of innovation. These uncertain times provide a canvas for us to redesign, reimagine, and re-engineer our customer experiences. The goal is not to just "get by", but to transform, to innovate, and to provide experiences that are memorable, meaningful, and that truly resonate with our customers.

Culture and strategy aren’t separate entities. They’re two sides of the same coin. Both must pivot and evolve in times of uncertainty, but they must do so in tandem. Aligning our culture with our strategy means we remain focused on our mission of delivering incredible customer experiences, no matter how much the landscape changes.

Identify creative ways to connect with your customer and get product to your customer by using multiple social media platforms, different options for pick-up/delivery. A critical piece to the business is having real-time inventory so it’s easily accessible across all locations, including E-commerce. This ensures the website and stores can pull inventory from any location and easily get this product to the client. Using a POS system that fully functions with sending product to any location from any location by utilizing send sales and having full visibility on inventory in one click, as well as a website that offers pick-up in store, etc.

The continuous nurturing of culture. Culture isn’t a static thing. It's alive. It’s dynamic. It’s evolving. It’s the heart, and like any heart, it needs constant care and attention. Cherish it, feed it, and let it grow.

When things are uncertain and unpredictable, make sure the basics are rock-solid. For both clients and team members. Answer the phones and solve problems immediately, don’t bounce people around. Reply to all social media comments and questions with a brand-consistent voice. Look customers in the eye when they arrive. The basics. The clearer and more solid you make everything, the more likely clients are to trust you and team members are to stay with you. Don’t create more uncertainty now by trying new things if the basics are not right. We are all tired of being used as test-cases. Customers support our livelihoods, they deserve better.

In times of uncertainty, your customer experience culture is more than a business strategy; it's your beacon, your guiding light. And if you understand, communicate, empower, innovate, align, and nurture, you can ensure that light never goes out.