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5 Quick Wins To Improve Your Customer Experience Now

Steffanie Biedler

The Challenges to Delivering Now

•  Analysis Paralysis(?)

•  Approval/Buy-In

•  Lead-time

•  Process Adoption

•  Change takes time…

Find Low Cost – Low Risk – Easy to Implement Improvements

Base Hits: Load Bases & Scores Points

A steady stream of continuous improvements keeps momentum going in

between home run initiatives.

Expand your scope of improvements to influence the attributing factors that drive customer experience

Customer Expectations + Interaction Customer

Experience =

Look at the whole equation; not JUST the interaction

5 Quick Wins

1.  Clean-up your language

2.  Introduce pre-game huddles

3.  Commit random acts of WOW!

4.  Thank & engage happy customers

5.  Be easy to promote

#1 Clean-up your language Map & Audit Your Communications

•  Timing/Trigger

•  Duration

•  Expectations

•  Degree of Control

•  Trust

#2 Introduce a pre-game huddle Short pre-shift stand-up meetings enable teams to do better

•  Drive focus

•  Set the tone

•  Create situational awareness

•  Call the play

•  Break!

#3 Commit random acts of WOW! •  Make it personal

•  Make it timely

•  It’s ok to go off script

•  Does NOT have to be expensive

•  Leverage your brand where possible, but don’t let that limit your creativity

#4 Thank & engage happy customers Thank your happy customers for their business and learn what drove their delight

•  Thank you note, call, or email

•  Probe for understanding

•  Look for common themes

#5 Be easy to promote •  Well placed links for product

reviews and social sharing

•  Follow-up with positive survey respondents for case studies and to be reference customers

•  Request use of positive comments in marketing materials

Improve Your Customer Experience Now

5 Quick Wins

1.  Clean-up your language

2.  Introduce pre-game huddles

3.  Commit random acts of WOW!

4.  Thank & engage promoters

5.  Be easy to promote

•  Low Cost – Low Risk – Easy to Implement Improvements are found when you…

•  Expand your scope of improvements to influence the attributing factors that drive customer experience to create…

•  A steady stream of continuous improvements to keep momentum.

Questions?

Comments?

Quick Wins of Your Own?

Let’s continue the discussion

Connect with me on LinkedIn

Steffanie Biedler • Share a quick win OR • Tell me which quick win(s) you’re going to implement

Q  &  A