CX Made Simple - November

Employ Customers as our most valuable advisers. When the the stakes are important, seek out evidence from those that are the most informed about what is important - your customers.

Step back to ask what do our customers really want. Beyond the obvious, what do your customers really want from our product/service and given all the change going on, is it the same?

List your Customer top 3 needs from your Business. Once you have listed your customers top 3 needs, how does that translate to program management?

Improve your customer onboarding. Too many organisations stop investing effort in their customers as soon as they sign on. For customers, that's when they expect you will start investing effort.

Engage in more relevant ways.Help your customers discover new ways of using your product and uncover what questions that you are not addressing, that they need answered.

Understand Lifetime Value. All Customers aren't of equal value. Understand which customers are more profitable and reward them so you both extract more value from the relationship.

What is the financial justification to become customer-centric? Do away with the image of spending money for customers without real return. Build your case with a financial lens by focusing on demonstrating the impact on lifetime value and retention.

Can we afford to change all the processes to become customer-centric? No CEO wants a massive process redesign of the processes and procedures that tie everything together and ensure that you operate smoothly. Recommend a staged approach that will deliver maximum outcomes with minimal risk.

Can we afford the business disruption? Steer away from Culture, processes, measurements and financials changing all at once. Transformation is a unique skill set, so find opportunities to empower revenue generating outcomes and assist your salespeople to keep selling and hitting the revenue targets.