If your traditional marketing efforts have deep penetration, there is a greater the chance it will be taken “ironically” if the CX experience is subpar.
Here are some areas you can invest your dollars and efforts to improve your CX experience, according to the Forbes article:
- Deploy best practices and standards for customer service
- eLearning that are customized to your customer service
- Train your employees, especially customer-facing employees, situational empathy
- “Homegrown efforts such as starting a company or departmental ‘customer service book club’”
- Sustainment
