January 13, 2016
As I mentioned in Part 1 of this series, I prefer to look at planning “Must Dos” to achieve a goal or vision, and urge my clients to approach planning in a similar way. The other day, a client asked me “what do you think we should work on in 2016 to grow our business?”
This is Part 3 of my answer.
3. Understand the customer’s experience with your company.
See yourself through your customer’s eyes. Understand that trust is at the core of customer experience (CX). Do customers trust you and your organization? What is the client sentiment? Ask them what is it really like to deal with your company?
Are there areas for improvements or processes that would make it easier for the customer to do business with you?
How do they view your relationship? For example, are you a trusted business partner, a trusted advisor, or simply a supplier or vendor?