Two Tips for Improving Customer Experience Across Your Organisation
Nowadays, organisations are working to improve their customer experience and in doing so looking to prioritise customer experience initiatives. Here are two organisational tips you can leverage as a starting point to help achieve this:
Introduce a team dedicated to conducting customer callbacks. Complete callbacks when you first identify a detractor or an at-risk customer that has had a poor experience. Be sure to set up a reasonable timeframe for when callbacks need to be conducted, this ensures callbacks are completed in a timely fashion.
Introduce an internal CX committee. This could comprise of various departmental heads or CX stakeholders, whose responsibility it is to review CX issues on a regular basis and come up with solutions that can be implemented. Start small to begin with.
KCell, a leading telco in Asia, recently implemented these tips and have seen the following: