Understand the customer through feedback loops, behaviours and two way dialogue to reduce pain points and find new opportunities. Facilitate and communicate internally to engage, identify bottlenecks and share knowledge.
Setting up processes to collect feedback from customers in a simple and useful manner. Develop communities around the product to share knowledge and learn new insights. Find super users and outliers who are willing to co-create with your brand and find new value.
Customer Hand-offs and silos have the potential to create disjointed experiences that confuse and frustrate customers. Opportunities to collect employee feedback and participate in development and brainstorming workshops engages employees and align them on the value proposition and unify the customer's experience.
Align the purpose and strategy of the company with the value created from CX through business outcomes. Present key insights and messages through story telling and strong presentations that keep stakeholders updated and connected.