A <\/span>recent Customer Experience study by Accenture<\/span><\/a> showed that only 20% of companies are succeeding in delivering good customer experience (CX)<\/a>. This low number exists despite the fact that <\/span>Walker deemed 2020 the year that consumers would place the highest of premiums on CX, over price and product.<\/span><\/a> It is worth noting that the prediction by Walker was made long before the word COVID was commonplace, but the sentiment remains the same for companies of all sizes; customer experience<\/a> is valued and will be the difference between the winners and the losers.<\/span><\/p>\n While many organisations strive to deliver an exceptional experience with their customers, they often fail by ignoring one foundational element…their employees.<\/span><\/p>\n Customer experience begins with an organisation\u2019s people. If employees are not mobilised around this initiative, no amount of technology, appointing a Chief Customer Officer, content, or increase in spending will deliver the desired results. In order for organisations to find customer experience success they first need to enable, equip and empower their employees.<\/span><\/p>\n I speak with countless professionals who serve in an array of roles from marketing, sales, support, professional services, IT, etc, and very few are able to articulate their role in the delivery of customer experience.\u00a0<\/span><\/p>\n To be able to truly deliver CX, employees need to be educated on the role they play in the strategy and the value they can provide. True customer experience has an impact on every role in the organisation whether or not they are customer-facing or internal. Educating personnel on the role they play or how their responsibilities may change is foundational for customer experience success.<\/span><\/p>\n I was speaking with a prospect recently whose company is focused on a customer experience initiative. In the conversation, he told me, \u201cWe have been told we are now maniacally focused on the customer, but we have yet to understand what that means in terms of our day-to-day roles and some people are starting to panic.\u201d\u00a0<\/span><\/p>\n Without a clear directive from executives and education on the changes that may be needed at certain levels, employees are left to guess, which is no strategy at all and will lead to a failed initiative.<\/span><\/p>\n Enabling employees by defining the who, what and how of customer experience is necessary for organisations that want to take hold of this competitive advantage.<\/span><\/p>\n As you enable your employees, the next step is equipping them to deliver customer experience. <\/span>According to Merriam-Websters dictionary<\/span><\/a>, the word equip means the following:<\/span><\/p>\n \u2013<\/span> To furnish for service or action by appropriate provisioning<\/span><\/p>\n \u2013<\/span>\u00a0<\/span>To make ready<\/span><\/p>\n\t\tBy enabling, equipping, and empowering employees for customer experience, companies will develop a competitive advantage with customer experience and see growth as an outcome. <\/a><\/span>Click To Tweet<\/a><\/span><\/blockquote>\n
Enabling your employees<\/b><\/h2>\n
Equipping your employees\u00a0<\/b><\/h2>\n