CX Industry Best Practices: Are They Feasible for You?


Sarah Simon

Sarah Simon

Author Bio

With over 20 years’ experience in customer experience, Sarah’s passion lies in operationalizing the Voice of Customer to drive outstanding customer experiences. Her specialties include VoC architecture, developing linkages to business performance, reduction of customer defection and analyzing customer feedback to tell the customer’s story. Her expertise in VoC survey design has combined with omni-channel customer listening to structure sophisticated, customer-friendly VoC programs. 

Currently, she serves as VoC Consulting Director at Confirmit, where she combines her industry thought-leadership with customized needs-analysis to architect new feedback initiatives and corresponding customer experience strategies. She also runs diagnostics on existing programs to optimize structure and function to yield significant business insights from mature programs.


Author Bio

Here we are in 2017, the customer experience (CX) industry has evolved and grown, and everyone seems to have an opinion on customer experience best practices. The Internet is awash with recommendations from lessons learned by other practitioners and consultants. CX best practices are everywhere, and the take-home message is often: These ideas worked so well for my program, replicate my efforts and surely this will work for your CX strategy, too.

Or will they?

In truth, any customer experience improvements need to be customized to each unique business model and corporate culture. All customer experience improvements may be considered important by you, and by golly, maybe they’ve even been proven effective by a competitor in your industry. But in reality, CX resources are valuable and often scarce, so it is important to undertake initiatives that are both important and feasible.

To this end, our Confirmit Compass CX assessments not only rate your current state performance, and gage the relative importance of each of 25 critical CX program elements. We also measure a vital third piece of the puzzle: feasibility.

The Confirmit Compass CX Assessments pinpoint the highest priority CX improvements for an organization. We identify the areas with the biggest performance gap between you and transformation. We understand what is important in your specific situation, then we go a step further and we measure the feasibility of undertaking each improvement initiative. We combine these measures into an executive summary and CX roadmap customized to you and you alone.

One-size-fits-all CX best practices proclamations make great soundbites but don’t work for individual businesses. What’s needed is a solid body of detailed recommendations tailored to your needs. Guessing which best practices might be worth your investment isn’t going to work. And neither will hoping someone else's best practices might work for you. What’s needed is a CX roadmap designed just for your customer strategy.

 

Related Content


Subscribe to Our Newsletter