RECENT NOTES ON CUSTOMER EXPERIENCE
Written by Jessica Murray
โ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ-๐ฐ๐ฒ๐ป๐๐ฟ๐ถ๐ฐ ๐ฏ๐ฟ๐ฎ๐ป๐ฑ๐ ๐ฟ๐ฒ๐ฝ๐ผ๐ฟ๐ ๐ฝ๐ฟ๐ผ๐ณ๐ถ๐๐ 60% ๐ต๐ถ๐ด๐ต๐ฒ๐ฟ than those that fail to focus here.โ
Iโve been in the weeds (the good kind) on customer experience (CX) lately. If youโve followed along for a while, you know itโs a drum I beat often. The stat above always grounds me in one reason why.
Itโs generally been the case, but even more so in the current climate, that designing standout experiences is how you rise above the noise. Bottom line: how you make people feel when they interact with your business, products or services matters.
Lately, Iโve been doubling down on this work for a couple of reasons:
Iโve partnered with a new business on a CX optimization project.
Iโm preparing for a live workshop next week with Melissa Jones of 3816 Creative.
Needless to say, the customer truly is at the center of a lot of my thinking right now. Whatโs also been top of mind is how to make the quick, incremental improvements that drive impact fast, while also working on the medium-to-long-term strategy in parallel.
Five simple steps
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Whether youโre actively refining your customer journey or about ready to be more intentional about your approach, here are five quick and effective reminders.
Keep it simple: A great customer experience doesnโt have to be complicated. Sometimes, focusing on the basics and doing them exceptionally can be the key to success.
Give your customers the tools for success: Clear onboarding, surfacing the right information at the right time, proactive touchpoints. These seemingly small things make a difference.
Put yourself in the customer mindset: Build empathy, go through the experience yourself and be honest about where things fall short.
Pick 1-2 friction points first: The goal isnโt to solve everything at once. Start with one thing that confuses or frustrates your customers the most and clean it up.
Consistency beats flash: Customers expect things to work the way you tell them they will, every time.
Youโre not alone if customer experience is a big focus for you right now. If Empower can help, reach out. And, if you happen to be in Nashville next week, join me and Melissa.