‘Take a strong stand for a purposeful customer experience vision.’
‘Create a guiding coalition of change agents who are committed to lead in the direction of your vision.’
‘Create a team of people who are responsible for driving customer-centric change throughout your organization.’
‘Use your customer experience team to help all leaders throughout the organization align their strategy, develop projects, and deploy resources to address customer pain points and respond to what your customers tell you about their needs.’
‘Start from the customer’s perspective and analyze your brand throughout the customer’s journey. What question, problem, or need is the customer attempting to have resolved at each step in the journey?’
‘It pays to measure your baseline customer experience carefully prior to launching new customer experience initiatives.’
‘Success in customer experience execution can come only when everyone in your organization understands and takes responsibility for meeting and exceeding customer needs.’
‘Best or nothing’ customer experiences involve people, process, culture, and passion.’
‘To the maximum degree possible, encourage all of your people to experience the products and services that you offer.’
‘To truly win the hearts and minds of team members, training can’t simply be didactic; it must be experiential, hands-on, and memorable.’
‘It is imperative that you help every employee understand how you want customers to feel and what it means to serve them well in your business.’
‘Innovation is your only insurance against irrelevance.’
‘Service delivery processes often change more slowly than consumers do. Evaluate how well your service programs and products address the needs of existing and emerging generations of consumers.’
‘Creating customers for life is far more important than driving today’s transactional profit.’
‘True success in customer experience delivery requires a willingness to look for trends across diverse data sets, both internal and external.’
‘Customer loyalty is fragile and is often lost not as a result of product issues but as a result of the way people are treated during sales and service interactions.’
‘Great leaders help their team think beyond the cost of service transactions and develop a mindset to invest in service that fuels long-term loyalty.’
‘To truly manage customer relationships, you must be able to track your business from the perspective of each unique customer, not just from the perspective of unique product identifiers, stock-keeping units, or universal product codes.’
‘Companies are shifting from a training mindset to a learning mindset.’
Source
Joseph A. Michelli (2016). Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
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