Tom Arundel’s Post

This is a good question from the post: "How is your leadership team turning customer service into your competitive advantage?" A parallel question is "How are your employees turning customer service into your competitive advantage?"

Together with our SLT, we ran a company-wide exercise to map out our organisational processes and here is what I learned. We discovered that the company operated in departmental silos, and it was negatively impacting the customer journey. So we eliminated and optimised our processes focusing on streamlining only the most important areas to ensure customer success was integrated into every functional area of the business. Two things happened: 1. Over time, we saw a company-wide mindset shift when CX was involved in nearly every meeting. 2. Our Net Promoter Score (NPS) jumped from 50 → 75 Why am I telling you this? It's common for companies to emphasize their commitment to being customer-focused organizations. I notice, however, that they tend to focus mostly on pillars 4 and 5 in this graphic. They prioritize driving customer expansion and advocacy, spreading the word about their product or service, and fostering cross-functional visibility within the organization. While these are important, they often overlook the significance of the first 3 pillars. Attrition risks need to be managed and value demonstrated throughout the customer lifecycle. This graphic reminds me to invest time and effort into all 5 customer areas, not just the most convenient areas which often get the most attention. I hope it helps you, too. #customersuccess #customerjourney #ceo

In case you missed it, recently Marbue Brown joined Roger. Nicholas on the IAMCX podcast to discuss the difference between being Customer Centric and being Customer Obsessed. There are some very real differences that have the potential to impact your bottom line business results. Their discussion includes a lot of takeaways that you can use right away. We encourage you to check it out and circle back with your comments. Here are some comments from people who already watched. We would love to know what you think. "Loved it...let me go buy the book. I particularly loved the advertising spend for eyeballs vs. a CX investment. Very entertaining. Great storytelling. The link between CX & EX and how foundational it is really jumped out. Data is golden and glad to see it highlighted." - VP Market Development at a CX consultancy & Chapter Leader of CXPA "Really interesting. I liked the examples. I will rewatch again. The fact that employees have to be really involved in the customer journey really resonated. My wife and I just started a new company and we really want to improve the Customer Experience for our clients." - Entrepreneur, Social Transformation Enterprise, Lausanne, Switzerland "I plan to get this book. What resonated most was: Creating an emotional connection; Making things right with the customer, restoring customer confidence relationally; Customers vote with their feet, and they decide to leave when their expectations remain unmet and/or undermanaged." - Asst. Mgr. of CX at a Caribbean bank https://lnkd.in/gVC2MC7d #cx #customerexperience #customerobsessed #customerobsession #customerinsights #IAMCX

Following our recent discussion on exceptional service and thanks to a couple of good comments, I've been pondering another game-changer: anticipating and exceeding customer needs before they're voiced. "In customer service, an ounce of prevention is worth a pound of cure." Proactive problem-solving not only enhances the customer journey but also lightens the workload for businesses and clients alike. Ever been pleasantly surprised by a spot-on recommendation or a proactive order update? Those moments of seamless anticipation build trust and loyalty, setting you and your business apart in today's fast-paced world. And I know from experience, sense of anticipation does not come naturally to everyone, gifted are those who have it! Let's keep pushing boundaries, delivering personalized experiences, and setting new standards of excellence. How do you incorporate anticipatory service into your work? Will be happy to hear any insights from some experienced leaders in this forum. Share your thoughts! #customerexperiencemanagement #AnticipatoryService #innovation #alwayslearning

2023 has proven to be a testing year for CX leaders - with so much uncertainty, how can you prepare for 2024 and decide which projects to prioritize?   The State of CX Intelligence Report is here to help, packed with insights from 150+ CX leaders to help you plan your 2024 initiatives. 🧠 Explore the top 5 customer experience insights and how they will impact planning and budgets in 2024. 📊 Discover the biggest trends and opportunities for CX and VOC leaders and how leading brands are preparing for 2024. 🔮 See our predictions and analysis of the important trends and tactics that will impact CX metrics most in 2024. Grab the report here 👇 https://lnkd.in/eYdRzZBa

The Rise of Customer Empowerment: They are becoming more aware of the power they hold. In today's landscape, customers are discovering and leveraging their influence like never before. This evolution isn’t just a trend; it's a transformative force reshaping industries. As a CX expert, witnessing this shift is not just intriguing but fundamental to our approach. Understanding the power and voice of customers is pivotal, not merely for business but for shaping the very fabric of our industries. At SimmonsCX we're committed to analysing this dynamic landscape, not as spectators but as experts navigating these transformative currents. Our focus is on understanding the nuances, foreseeing trends, and co-creating strategies that empower both customers and businesses alike. #IndustryInsights #CustomerEmpowerment #ExpertPerspective

After 2 weeks, what have we heard back from the organisations we contacted? Here's a quick update on the response from sharing customer experience feedback with leaders of nine organisations.  (If you missed our recent 10-part series, check out our previous posts) Peter Jamieson #customerexperience #customercentricity #customerservice

85% of CX leaders rate their experiences as excellent. While 55% of customers disagree... Indicating a serious misunderstanding in views on CX. Which is far more significant than meets the eye. Ignoring this gap will lead to customers leaving. And will put the future of your organisation in jeopardy. So, the top priority should be to solve this issue. By carefully listening to customer feedback. And leveraging that to improve their experiences. Only then will you be able to give your customers what they truly want. Which in turn will have a positive impact on your organisation’s revenue. Want to understand how to bridge this gap to improve CX? Learn more in the attached PDF ⬇️ ♻️ Repost if this was helpful. #ZillConsulting #ExperienceManagement #CustomerExperience #Qualtrics

In the age of #DigitalTransformation, underestimating the power of #CustomerExperience is not an option. Tune into wisdom from an industry stalwart - Victoria Thomas CCXP, Senior Consultant at IFS. Drawing from her vast 15-year experience in Voice of the Customer, she throws light on how businesses can pinpoint areas needing a CX boost. Victoria also uncovers the wealth of benefits a Voice of the Customer program can unfold during any #ChangeManagement endeavor. Get these insights straight from the source. Watch the video here: https://ifs.link/uECLWY Dive deeper into these concepts with #FieldServiceInFocus: https://ifs.link/9LlTGP Intrigued? Let's work together to put #CX at the heart of your #ServiceManagement strategy. #FieldServiceManagement #ThoughtLeadership #IFS

CX leaders, are you ready for 2024? The Forrester Planning Guide 2024 shares some interesting insights: ▶ 64% majority of US customer experience (CX) leaders expect larger budgets to help them face a turbulent economic and business environment ▶ More than half of US CX leaders plan to build capabilities in technologies that help them understand customer insights and customers’ experiences with the brand ▶ 48% plan to invest more in data and research If you oversee customer education initiatives, 2024 is the year to make sure they're driving results! #customereducation #customersuccess