Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins
While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions. And that’s why we love James.
It’s time to flip the COVID stubbornness to our advantage. As new strains make their way out of the UK, we brought on our own UK CX remedy. Join Jim Rembach as he welcomes CX Rockstart and thought-provoking expert James Dodkins to CX Global Media’s CX Quick Tips Show.
The CX Quick Tips Show delivers quick tips and ideas in 10-minutes or less. It’s the fastest way to access the brightest CX minds in the world.
Additional Resources
- Keep up with James on CX Global Media as one of our Expert Contributors.
- Keep up with James Dodkins
Customer Experience Strategy Updates : 3 Core Areas
In this broadcast, James and Jim talk about different perspectives on three core areas for your cx strategy in 2021.
- Customer Understanding
- Customer Expectations
- Customer Needs
It’s important to point out that giving customers want isn’t the correct path for long-term loyalty and customer referrals.
Do not give the customer what they want
It is important to talk about the customer experience being able to deliver on clarity. A lot of times, an organization may attempt to bend to every whim and customer request. This could backfire and cause an organization not to have a clear identity that causes deeper connection and loyalty.
Sometimes two options are all you need for success. Having too many options has also proven to generate no decision for customers and therefore no sales for your company. Certainly, having the completely wrong options or no options is detrimental, but trying to cater and please everyone will please no one.
Giving customers too many options is just an admission that you don’t really know what they need. To gain their trust and confidence, you really understand your customers beyond the surface. Because customers will only tell you they need three things.
- They want it fast.
- They want it for less.
- They want more for less.
Every customer large customer survey generates the same results, so stop asking. Drill down into their core needs, not the top three above.
Your brand identity needs to have greater value in 2021 and going forward. Yes, that means you will lose some customers. But the ones you keep will be the ones that will carry you into 2022 and beyond.
Episode Next Steps
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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.