Delivering a good customer experience is paramount for companies that rely on customer-centric operations. However, the experience that customers expect from an organization can vary widely, meaning that each company’s CX strategy and design should be tailored to the needs of its customers.
So how do businesses figure out what those needs are and whether their current CX strategies meet them? A CX assessment is a great way to evaluate your current CX initiatives and identify customer needs. This assessment gives you a picture of the present, helps you chart out what changes you need to make in the future, and determines how those changes will impact your customers and your business.
According to a Gartner study, customer experience drives over two-thirds of a customer’s loyalty to a brand. This is why delivering a top-notch experience is so important. Performing a CX assessment goes beyond the traditional customer survey and delivers updated benchmarks and actionable metrics to execute your CX strategy now and in the future.
A comprehensive assessment not only helps you create a plan that addresses the true needs of customers but also guides you in adopting the right technology to support your CX strategy and design.
Poor customer service costs companies billions annually, so a CX assessment helps maintain a competitive edge and differentiates your business for the right reasons. However, for a CX assessment to be effective, everyone in the company needs to be aligned with implementing change.
Implementing a new CX strategy requires strong change management because it impacts departments across an organization.
It’s important to recognize that some departments might have priorities that don’t fit perfectly with your hope. In fact, one study found that competing priorities were the top obstacles when it came to implementing successful CX efforts.
CX change can sometimes meet the most resistance from people in charge of the current technology infrastructure. If a cloud-based migration is part of your strategy, it could mean a big shift and a lot of work for the tech team. It’s possible that not everyone will be in favor of it.
The good news is that much of this resistance can be avoided. You just need to make sure you have the right strategy in place.
If you’re ready to make crucial CX changes in your organization, we can help. USAN delivers cloud-based, omnichannel experiences that help you see through the lens of the customer. To learn more about our suite of contact center applications, reach out today.