If you’ve not heard the term ‘Customer Experience Transformation’, you’ve probably come across the phrase ‘Employee Experience Transformation’. Though the later phrase sounds like its about your employees rather than your customers, it still means improving your internal processes and streamlining them so that they optimize your customer experience journeys.
Every CX boils down to how your company runs. If your internal systems and employees are not working optimally, this will affect how you deliver experiences to your customers.
It becomes even more important to maintain a good work culture within your organisation when you begin to grow and scale.
Benefits of Customer Experience Transformation
So, how does CX transformation affect businesses?
A) Smoother operations
Efficient internal processes can nurture employee experiences while supporting your CX levels, in the long and short run.
A positive work culture within your organisation will drive business performance and keep your customers happy
Happy employees will result in more satisfied, long term customers, leading to better sales.
Transforming your CX will ensure that your business is more in tune with customer demands. You will be able to adapt, change and scale as situations demand.
Here are some ways to protect your CX levels while scaling and expanding:
1) Define your CX vision
Put down guiding statements and objectives that will offer your customer experience vision, a framework to develop on. Discuss internally about what should be included in this document. Statements such as “Practice empathy’, “Let us be proactive”, “Deliver solutions that are win-win” can be included in the vision document.
Often these statements would reflect your company values. Which is why employee experience transformation and CX transformation go hand-in-hand.
The more successful enterprises are focusing on designing new experiences. These enable their internal departments to communicate better and deliver value to customers, synonymously.
2) Include an informative blog section
Though blogging sounds like a marketing activity, it serves many purposes. First of all blogs connect the brand to the customer and provide a channel for feedback.
Secondly, brands can share their experiences and knowledge with readers who are most likely to be potential customers. This enables customers to stay aware and make more informed decisions regarding the brand and its offerings, thereby, boosting CX.
As you scale, start offering video tutorials, DIY tips, animated instruction videos and more support via content. This will shift the load of customer queries off the customer support agents and mechanisms. Customer who can access information on their own are much happier than those who need to contact you to get information.
3) Listen and show gratitude
The ability to listen is a valued one when dealing with any individual. Internally, it helps to create a fair work environment and with customers, it is imperative to achieve positive CX.
An organisation that insists on a culture of empathy, listening, equality and gratitude will find it translating into every interaction the company has with external personnel, including customers.
A change is temporary. Transformation is permanent.
If you wish to transform your CX, begin with your employees, value systems and internal processes. And like they say, every true transformation occurs from the inside out, yours too will be a lasting one.
Syrow – The right customer service partner to transform your CX
Syrow, is one of the leading Customer Service Outsourcing companies in India.
We offer a complete suite of Customer Care Services to manage your customer service function efficiently using quality processes & services. Our agents are proficient in omni-channel customer care, via multiple platforms – audio and video calls, chatting, emailing, ticketing, and social media.
For guidance on how you can outsource your customer service requirements, contact us today! We are waiting to hear from you.