Customer Experience Lessons for a better 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson
Customer Experience lessons were abundant in 2020. But what will change in 2021? What needs to be reinforced, amplified, or simply stricken from your mind forever? Just thinking about it makes me lose focus.
When the confusion kicks in, I love to connect with people who help me clear the fog and be that voice of reason. For me, Roy Atkinson is the calming voice of reason that shares a practical perspective that connects.
This is why I loved meeting with him to discuss what to focus on for 2021 in this CX Global Media TV CX Quick Tips segment. In less than 10-minutes, Roy shared five customer experience lessons that are universal and meaningful.
Roy talks about us needing to focus on:
- Being Flexible: If 2020 taught us anything, it was to expect the unexpected and be ready to move quickly in response to changing market conditions and customer preferences. What was true yesterday may not be true today; what works today may not work tomorrow.
- Change Doesn’t Happen Overnight: FALSE! The old adage that “Change doesn’t happen overnight” was obliterated in 2020. Change can happen overnight when the need to change is vital. Use this to your advantage in 2021.
- CES as a Measure: Customer Effort Score should be minimized to the greatest extent possible. CES is a good way to measure how easy it is to do business with you, get needed assistance, etc. If you aren’t using CES as a measure, start using it now.
- Don’t Write FAQs: At least not in the way you might have done it in the past. Share knowledge across your teams and provide your customers with the knowledge they need to resolve the most common issues and questions. Don’t write FAQs internally by making up questions about the answers you wish people would ask. Take the real, frequently asked questions, and use those. Customers know when you are feeding them canned information.
- Empathy: Not only for your customers but for your employees, too. 2020 was incredibly difficult for many people. Having empathy doesn’t make you soft or un-business like. It makes you aware and better prepared to serve your customers and your employees.
Customer Experience Lessons: What are your core areas?
In this broadcast, Roy shares what he hears from his clients and through his industry analysis. But these might not seem appropriate for your situation. Are you certain?
What if I told you that it doesn’t matter? You can always start and adjust. One more certain thing is to capture different perspectives. So engage with your community both inside and outside of your organization.
Here’s some perspective, we might think the COVID-19 Pandemic was a total surprise to everyone. But this is not true. Did you see Bill Gates TedTalk on the Next Outbreak?
Your customer experience strategy and daily activities can never be static. While we need to find consistency for scaling and efficiency, we must always search and be cautious for the next outbreak.
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The CX Global Media CX Quick Tips is every Tuesday at 1:05 PM Eastern.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.