What do you do if your decision making in customer experience management needs improvement?

Según mi experiencia, nunca hay que asumir que el cliente ya sabe todo lo necesario para usar el producto que adquirió. Siempre hay que reforzar lo básico y de ahí saldrán más dudas.

Conducting a thorough gap analysis is essential for effective decision-making in customer experience (CX) management. By assessing where the gaps lie, you gain valuable insights into areas for improvement and refinement. Begin by critically evaluating past decisions and their outcomes. Look for patterns where choices may have fallen short of desired results. Understanding the reasons behind these gaps is crucial and may involve various factors, including inadequate customer feedback, insufficient data analysis, or misalignment between business objectives and customer needs.

Compartir encuestas, estudios, opiniones y noticias dl sector del cliente, no tendrán sentido sin antes haber reforzado los beneficios básicos que el cliente obtendrá.

When I need to improve my decision-making in customer experience management, I engage my teams actively in the process. Involving diverse team members provides multiple perspectives and fosters a collaborative environment where everyone feels valued for their input. I start by organizing brainstorming sessions where team members can openly share their ideas and insights on improving customer experience. This not only helps in gathering a wide range of viewpoints but also promotes a sense of ownership among the team.

Para generar compromiso en tu equipo de éxito del cliente, antes tienes que demostrarles el porqué es más caro atraer un nuevo cliente que mantenerlo, y es aquí donde hay que trabajar las habilidades de retención, venta cruzada y crecimiento de facturación.

Una metodología que he encontrado muy útil para ayudarle a tu cliente a tomar decisiones, es realizar un diagrama donde le expliques el proceso y en qué paso se encuentra, solo así podrá tener una mejor idea de la complejidad y de los tiempos.

1. Utilizing technology like Customer Relationship Management (CRM) systems streamlines customer interactions and gathers crucial data for informed decision-making. Centralizing customer information enables tailored strategies to enhance experiences. 2. Advanced analytics tools sift through vast data, identifying patterns and trends. This data-driven approach anticipates customer needs, facilitating proactive measures and personalized solutions. 3. Artificial intelligence (AI) automates processes and provides predictive models for future customer behavior. Harnessing AI optimizes resource allocation and fosters long-term loyalty and satisfaction!

Según mi experiencia, las tecnologías a servicio del cliente solo servirán si la estrategia de negocio está centrada en el cliente, nó en políticas, sistemas, departamentos, presupuestos, etc. La tecnología está para servir, para facilitar al cliente la interacción.

Continuos feedback and improving based on lessons learned analysis contribute to improve the decision-making skills. In my experience the learning journey is efficient when you learn from others in similar positions or experince inside in your organization.

The common mistake is to believe that CX decisions are independent from company strategic decisions. For CX to improve it is a must to have it in the core of the company strategy. Every decision across the company needs to have the customers in mind, or at the very least evaluate the impact of such decisions on the CX. If you treat CX as something a few employees in marketing should take care of decision making in CX will always present huge gaps.