How can you show the value of customer experience?

CX impacts sales by keeping customers happy and coming back for more. When people enjoy interacting with your business, they spend more and tell their friends. So, good customer experiences mean more sales, plain and simple.

Be upfront with your team and your customers about what you hope to achieve and how you plan to get there. Your goals might be as simple as improving customer retention rates or as complex as completely overhauling your product interface to better meet user needs. Whatever they are, let integrity guide you and always remember the power of Yes! in innovation. Similarly, your metrics should not only reflect your goals but also embody the essence of loyalty, another core value. Whether it's net promoter scores, customer satisfaction scores, or customer effort scores, make sure they truly serve to enhance the relationship with your customers, not just add numbers to a report.

It is important to make sure your CX goals are aligned with the current main objective of your company. It's a lot easier to engage your stakeholders when they do, and you will need everyone's buy in to cement your recent changes in the long term.

In my experience customer who are served are the happiest and often most regular customers. There is a trend now to care only for self in customer service roles. Often employees don't care about the reputation of their company or experience (CX) of their customers. This is not a trend I would want to be a part of in any way. In terms of showing that value metrics are good and important but delivering excellent service during client interactions is what demonstrates CX the most.

Its a huge subject to be covered in a comment but Before defining the objectives, you have to consider many factors first one is the customer culture to find our how to reach the customer. So first of all you need to find the correct channel to gather your data . For me studying the customer complaints will provide me with the basic information i need to plan for the next step. And if I should open more channels for the customer voice and suggestions. Then you will have the needed data to connect your objectives and enhancements with the customer needs. Another important thing involving the QA team in the analysis phase will help improving many internal issues can directly effect the CX.

I believe there is an improtant interplay between customer experience and reputation. Your reputation is built over time in large part because of customer experiences. For me, working in a large and old organization, I need to be humble enough to recognize that much of the work that I recieve is due to the reputation built by those who worked when I was a mere child. If I want to grow something bigger I need to ensure that my customers have a positive experience. This leads them to 1) spend more money to grow our projects, and 2) bring in other collaborators to achieve more than we ever could with a single client. I have found that building these collaborations has resulted in some of the most validating work of my career.

Fire the voice of the customer (VOC) towards the center of your organization. Don't gather customer feedback because you feel you have to, or just to share it with the customer service or marketing departments. The only way to create a customer-centric organization is to share the voice of the customer as far as possible towards the center of the organization. As organizations grow the number of people isolated from the customer grows exponentially - and so organizations have to combat this inevitable outcome - consciously.

Gather and analyze customer feedback, the ultimate weapon in our dragon-slaying quest. Like getting to know your dragon before you attempt to tame it, the "Know Me" principle of experience design fits in perfectly here. Honest feedback, both good and bad, lets us see the world through the eyes of our customers. Their insights, their experiences, their challenges are the raw materials that enable us to build solutions that matter, that resonate, and that inspire.

Start with your internal customers who can tell you more about your customer needs than you can imagine. They understand those needs at a level that the customer doesn't because employees speak 'org,' and can interpret so outcomes are superior for all parties.

Gaining customer input is paramount in the quest for business success. By conducting interviews, focus groups, and surveys, companies can tap into the valuable insights and preferences of their customer base. These methods provide direct, qualitative feedback, allowing businesses to understand their customers' needs and desires more intimately. However, the insights gathered from these traditional methods must be complemented with behavioral data analysis. Tracking customer behavior and preferences over time reveals trends and patterns that might not be immediately apparent through direct feedback alone. The synergy of qualitative input and quantitative analysis empowers businesses to make informed decisions.

When you are attempting to improve and tailor the customer experience, you must above all listen to the… CUSTOMER. Their feedback, as well as the data acquired about their habits and preferences will be your best resource even amongst a team of talented leaders. The major move here will be to utilize the information gathers to make data-driven decisions in the direct that the customers have guided your business. This reduces waste, lowers cost while improving efficiency and customer satisfaction.

For a top-notch CX, tune into customer feedback. Use multiple channels like surveys, social media, and calls to hear from them. Group feedback to understand trends. Act on recurring issues and highlight praised aspects. Show customers you value their input by implementing their suggestions. Train your team to understand and act on feedback. Set clear CX standards and use feedback to gauge your performance. Feedback is a valuable tool; so you must use it to continually improve your service.

Take your success stories and best practices, your golden nuggets from the dragon's lair, and share them far and wide! Showcase your triumphs, not as self-promotion, but as a testimony of your commitment to the customer. "Surprise Me," another core experience design principle, can be a beacon here. In a world where so many interactions are mundane and predictable, make yours sparkle.

A helpful strategy that is often overlooked with CX teams, because it is not measurable, is focusing on the feeling. When we define what we want the CX to be, as it supports our brand, our mission, goals, etc… figure out a way to directly connect that to how people feel. When leading a sales team at a high end retail chain in Seattle, I was looking for ways to improve the CX, hoping it would increase retention and sales. We did a training, that focused on showing our teams how positive interactions make people feel. Using interactive roll playing that didn’t put anybody on the spot, but engaged them in the training, proved to be game changing. Knowing how their actions made people feel, helped change their mindset about good CX.

In my experience sharing stories is effective. Although people need to experience service, sharing it plants the seed for the (CX) clients want. Not to mention this is a great way to foster referral relationships.

Educate your team, empower them, and inspire them to create their own tales of triumph. When you embody transparency in this way, your team not only learns from the successes but also understands the value of CX at its most tangible level.

It’s important to educate and train your team on your CX goals but equally important is to keep them fully engaged throughout the process. If provided with the right tools and resources, fully engaged teams not only share valuable insights & ideas but also help solve bigger problems.

Giving your team access to the voice of the customer, customer journey maps, and customer personas is incredibly important to empowering your team to realize your customer experience (CX) vision, strategy and goals. These artifacts also educate your team on how their part of the organization's work intersects with the customer journey and help to form the customer experience.

Better yet include your employees, those that are truly customer facing, in the development of those artifacts. Nothing is worse for customer experience, internal or external, programs then to have leadership present a customer journey that completely ignores The role of the primary face the customer actually interacts with. Just like in UX research tips when they say 'don't ask people what they want ask them what they need', your customers really can't tell you what you need to know, but your employees can tell you what they've done and haven't been able to do to serve the customer and improve the experience. Because that is their job.and they are the SMESs. Unfortunately they are usually the last to be asked and the first to blame.

Your team plays a pivotal role in shaping CX. Equip them with the knowledge and tools necessary for exceptional service delivery, aligning them with your CX goals and standards. Foster an environment that celebrates achievements and encourages sharing of ideas. Empowering your team translates into enhanced customer experiences. Remember, a well-prepared team is your first step towards stellar CX.

Involve and engage your customers in your quest. In the end, the CX journey should be about making it easy for your customers - "Make It Easy For Me" principle. Make it easy for them to give feedback, to find the solutions they need, to feel valued, heard, and appreciated. When customers see that they are a fundamental part of your dragon-slaying team, they become your strongest allies, your biggest promoters, and your most reliable guides.

Customers don't have time for that and they aren't going to be in a frame of mind or time and space to give you that feedback. Ask your employees. They already have the data.

The road to showcasing the value of CX may be a challenging one, littered with dragons and obstacles, but with honesty, transparency, integrity, and loyalty as your guiding lights, and with the powerful principles of "Know Me," "Surprise Me," and "Make It Easy For Me" as your weapons, you will not only slay those dragons, but you'll also win the hearts of your customers. After all, that's the real prize, isn't it?

Highlight your customers You can show the value of customer experience initiatives by highlighting your customers via case studies, reviews, testimonials, referrals, and more. The better the customer experience, the more advocates you'll have that are willing to put their name behind promoting your company. Then you can measure the impact of referrals coming in, testimonials on your site, case studies shared, etc.

We were asked this exact same question by the customer experience (CX) group at one of the world's largest technology companies recently and as you start thinking through the real, tangible impact of variation in customer experience, it is truly amazing the number of different metrics that customer experience can influence upwards or downwards. Revenue is the most obvious and one of the easiest to build a compelling story around, but we've catalogued a number of others to help show the value and use these internally and externally.