Growth and Change Create CX Challenges

Three times in the past two weeks, I've had business leaders initiate conversations with me on the challenges they are encountering in delivering a high level of customer experience as their organizations expand.

• And three times in the past two weeks, I've had friends express significant disappointment in the treatment they received from companies that traditionally have stellar reputations regarding the service they deliver to their customers.

As your organization grows and changes, it can be challenging to maintain the same level of customer experience. Customer expectations also change, and what was once considered exceptional customer service is no longer enough.

To ensure you continue to deliver Ultimate Customer Experiences?, you need to be proactive in your approach. That means understanding what your customers want and how their needs are changing. It also means staying ahead of the curve regarding technology and customer service trends.

You must constantly educate and train your team on the appropriate steps. And -- especially if you have a superior reputation in customer experience -- you must instill in newer team members the culture that has delivered success in attracting individuals or organizations to spend their hard-earned dollars with you.

You can keep your organization moving forward even as growth and change create challenges. Here are three ways you can continue to deliver an Ultimate Customer Experience? as your organization expands and improves:

1. Understand customer needs and wants -- and how they are changing. To deliver exceptional customer experiences, you need to thoroughly understand what your customers want and how their needs change. That means constantly staying up-to-date on customer service trends and using customer feedback to inform your decisions.
2. Stay ahead of the curve with technology. Technology is constantly changing, and that means customer expectations are too. To stay ahead of the curve, you must be proactive in your approach to customer experience. The previously mentioned feedback can also provide data that will help inform your decisions about which technologies to adopt, create, or in some cases, discontinue.
3. Educate and train your team on the relevant steps required. Educating and training your team on the appropriate steps necessary to deliver customer experiences is essential as your organization grows. This includes customer service basics, as well as more advanced topics like customer journey mapping, and ongoing programs to keep the customer experience "front of mind" for your team.

With these three steps, you can ensure you continue to deliver ultimate customer experiences:

1) Use customer feedback to inform your decisions

2) Stay ahead of the curve with technology

3) Educate and train your team on the relevant steps required.

Sometimes we all need a bit of assistance -- and I would love to help your organization deliver an Ultimate Customer Experience?. It’s the old saying that we can’t see the forest for the trees — an outside perspective can help! Could that be the case for you?

Contact me here on LinkedIn or at [email protected] to learn more about how training, coaching, consulting, and keynote presentations can be a catalyst for your organization to create distinction and deliver an Ultimate Customer Experience!?