You Can’t ‘Dial In’ Customer Experience

1

August 1, 2012 by thatsocialmediathing

There is a particular line in this piece of research from Forrester that really resonates with me – ‘customer experience is a business discipline, not a bumper sticker.’

To move your business model to a customer-centric one, there are 3 key initiatives to trigger:

  • Personnel – Customer Experience is not free and does not magically appear one day. You have to make it happen and having a team responsible for it ensures that this will happen.
  • Budget – having a pool of funds dedicated specifically to Customer Experience also ensures that things get done. If you have to account for it, it’s more likely you’ll approach it seriously.
  • Strategy – winging it from week-to-week is not going to cut it. No is ‘we want to delight our customers’. If you can’t measure it, you don’t know if it works or not
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One thought on “You Can’t ‘Dial In’ Customer Experience

  1. […] for knowing your own community and tailoring your content according to those insights (more on that here!) but this provides a good set of […]

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thatsocialmediathing

thatsocialmediathing

Hi! I'm Fiona. I'm a Social Media Strategist and spend my days thinking, talking, challenging and doing. I believe in being the change I want to see and when I grow up I want to be me. Come and get chatty with me on Twitter or Linkedin. I hope you find some useful info while you're checking out my blog - thatsocialmediathing.

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