We've pulled all of the tips, tricks and tactics from leading CX experts to give you some practical guidance on how you can build great customer experience to get your customers raving about you!
Find out:
How technology is shaping consumer behaviour
How to gamify the employee experience
How to create great customer experiences through storytelling
How to understand what's going on in your customers minds
How to strip back the data and focus on solving customers' problems
How to use API's to link the customer experience together
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
Rant & Rave: How to Build a Great Customer Experience.
1. How To Put The Fun
Back Into Customer
Feedback
How To Put the Fun Back
Into Customer Feedback
How To Build a
Great Customer
Experience
2. We do it because we want customers to stay with
us for longer, to spend more and to recruit new
customers.
So how do you get started?
Why do we want to build great
customer experiences?
3. To understand how technology is changing
consumer behaviour, you need to look at your
customers from a generational point of view.
Look at what different consumer groups want.
Top tip: Don’t get so obsessed with the technology
that you forget about the person. Customer service
still has to be right. Service is still the killer app.
How technology is shaping
consumer behaviour
4. Getting employees engaged has lots of different
benefits including better customer satisfaction.
The secret is to give them the keys to the kingdom
and let them know you trust them to use the keys
wisely.
Top tip: Obsess about customer needs at every
interaction, treating customer experience as a
competence.
Gamifying the employee
experience
5. Never underestimate how good storytelling can be
in influencing your organisation, your employees
and your teams to focus even more on driving
continuous improvement to the experience you
give both your customers and your employees.
Top tip: Feelings and emotions aren’t soft and
fluffy, they’re core to the business.
The Art and Influence of
Storytelling in CX
6. Innovation fails because we’re not able to get into people’s
heads and understand what they want and why they want
it.
Ask yourself, when was the last time you spoke with your
customers? You can’t innovate if you don’t understand
what’s going on in your customer’s mind.
Top Tip: Play is absorbing - it’s where everyone and
everything sinks to the background because you become
absorbed into what you’re doing.
LEGO® Serious Play
7. If you’re ever thinking about bringing products or
devices together, the key is to think: “Can you
connect these parts together?” with APIs.
Essentially, they’re like the oil in the engine,
keeping all the different parts moving and
connected.
Nothing happens without an API in place.
Top Tip: APIs are essential to integrate all parts of
customer data within the organisation.
Man & Machine
8. Instead of thinking about the technology, think
about the problems you can solve with it.
For example, washing machines that text when a
load has finished doesn’t solve the problem of
having to wash clothes. Just because the
technology exists, doesn’t mean it’s helpful.
Innovate to solve problems.
Top Tip: Strip back the idea and focus on the
problem. Don’t think about the technology.
The Internet Of Things
9. The way we’ve been primed to work on projects
typically, starts with a strategy, and then goes into
insight, execution and finally engagement.
The approach we’re suggesting is rather simple:
start with engagement first. Reverse the approach,
so we’re doing rather than thinking.
Top tip: Most customer experience projects fail
because they’re projects and customer.
Moving From Strategy to
Action
10. How to Build a Great Customer
Experience
Download the full eBook here for expert advice
on how to build a great customer experience.