The Voice of the Customer Featuring Stacy Sherman

Top Takeaways:-      It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development. -      Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. -      Poll the customers and personas to whom you’re marketing and find out their wants and needs. Create your product using that information. -      Customer service is a key component of the customer experience. Ensure every employee understands their role within the larger customer experience, even if they never interact directly with the customer. -      Celebrate your customers and the employees who create excellent experiences. Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort. -      Positive change within customer experience and company culture must start from the top. Executives must be fully on board for it to become a part of the culture. They must be role models and champions of the CX initiative. Quote:“Business to business or business to consumer, at the end of the day, it’s human to human. People buy from people.” About:Stacy Sherman is the Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. She designs and implements successful customer-centric programs and other projects for well-known brands. (Please note that all views expressed are Stacy’s and do not reflect the opinions of or imply the endorsement of employers or other organizations.) Learn more about your ad choices. Visit megaphone.fm/adchoices