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Customer experience is and always will be at the forefront of an
institution's success. With the pandemic, many people are working from
home and the way they interact with businesses and services is changing.
Now is the time to ensure your customer experience initiatives are
adapting to the new normal and you are doing the right work now to
understand any shifts in your customers' needs and expectations.
To do this, it is vital for customer experience
(CX) teams to evaluate how they're performing
in this new normal, get feedback from
stakeholders, and test the waters to see if there is
something else they can be doing to make sure
customer needs are met through more positive
experiences.
It's been pretty crazy lately. When was the
last time you checked in with your customers
and sales teams to get feedback? Similarly, have
you taken a minute to investigate customer data
or assess performance of your latest initiatives?
If not, now is the time to look at the big picture
and test out new methods.
For CX teams, here are a few things to keep
in mind to make sure that your institution's
customer experience initiatives are optimized:
Listen
While listening is a simple concept, listening
well is a core competency for successful CX
teams. Constantly pulsing, listening, and
developing key actionable insights is beneficial
LISTEN,
EXPERIMENT,
AND MEASURE
Now is the time to ensure your customer experience initiatives are
adapting to the new normal and you understand any shifts in your
customers' needs and expectations.
Feature By: Erika Martin
