Inflation // High Gas Prices // War // Stock Market // Crypto
Any good investment strategist would give the same advice, "Invest and measure success across a long period of time. Make plans over multiple years, not in weeks, months or even 1 or 2 years."
When it comes to your business it will be important to continue to provide products and services that meet customer expectations, even as prices increase or company profits decline. Customers will begin to make tough choices on where their money goes and need to use more than just cost to make decisions. Those choices will be largely guided by emotions. As the world changes and a new normal starts to present itself consider these three areas as you work to retain your customers.
Ensure you understand who is the customer you serve. Sounds simple enough, but sometimes this simple task requires more thought. Create customer journey maps, personas and empathy matrixes to align everyone on what is currently happening. This should be done iteratively to capture new dimensions and ensure improvement is occurring.
Circle and prioritize the areas where customers are not delighted by your product or service. This is where you can control how the company interacts and improve the experience that will help retain your customer.
Make plans! Some changes can be done with little investment. Make those first. Others may involve new technology, adaptation to how customers want to interact with your services, or the way in which business has evolved to reduce the static and friction caused by volatility.
Human Centered Design - Keeping your customer in the center of your analysis and watching how customers interface with your employees, systems and processes will give the required data to create more delightful experiences. These CX/HCD activities don't require high tech software or difficult to use technology. It requires smart questions, the ability to observe, organization and a willingness to listen.
About the author:
Curtis Lupton is a curious entrepreneur who has successfully developed improved customer experiences for private and public organizations. If you would like to learn more about ValueProve and how they can help you in your re-imagined CX/BX journey please visit www.value-prove.com
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