The Voice of the Customer
Creating WOW Moments by Simply Being Human
Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization.
Top Takeaways:
It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.
Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning.
Poll the customers and personas to whom you’re marketing and find out their wants and needs. Create your product using that information.
Customer service is a key component of the customer experience. Ensure every employee understands their role within the larger customer experience, even if they never interact directly with the customer.
Celebrate your customers and the employees who create excellent experiences. Make it
