Customer experience (CX) is a mainstay of business strategies. It is not a new concept, it is just that with the digital experiences added to it, CX can now occur much of the time without humans being directly involved. Krista Sheridan writes about changing the question from one of making people do things to letting people do things. In other words, asking for help.
Source: Customer Think, November 24, 2017.
When you focus on finding ways to let people support your CX vision, when you ask for help, you create connection and engagement. You tap into new ideas and ways of thinking. You build a way of working; a culture, not a program.
INSIGHTS: Sheridan shares examples of asking customers to help define the experience. Some of the more successful representatives I know spend at least two visits annually asking questions about how each customer wants to be serviced. Veterinary hospitals and retailers can use many ways of learning how to improve their operations by seeking help from customers.