The Four CX Pillars

Top Takeaways:

  1. Team: Constantly train, evolve and optimize your CX team. Ask questions like: How are our CX team members hired? How are they trained? How are they retained? How does CX fit with the rest of the organization?
  2. Tools: The world has changed in terms of how we speak to our customers. It’s not always in person anymore. Oftentimes, it’s via phone, email, zoom calls, text message, etc. Each channel represents opportunities or challenges. Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies.
  3. Process: Have a living playbook and a CX journey map. This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are. Your team should know where they can find consistent and up-to-date answers.
  4. Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Take the time to share customer feedback with everyone in the organization — from the executives to the newest customer service rep. Some metrics may even lead to customer neglect. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources.

Quotes:

About:

  1. What are the 4 pillars of customer experience?
  2. Why should you invest in customer experience?
  3. What is a customer-focused business?
  4. What is the CX journey?
  5. Where does CX fit in an organization?

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Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

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Shep Hyken

Shep Hyken

Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

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