You Can’t ‘Dial In’ Customer Experience


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

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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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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