1 to 3 Guidelines to Drive Customer Experience Innovation

The C-top Suite or senior level management priority has always been innovation. 84% of executives feel that innovation is crucial to their growth strategy, according to McKinsey. To stay up with shifting customer expectations, retail and customer experience innovation has been a priority in recent years.

Giving customers what they want is not the same as giving them what they need.

Many companies claim to be customer centric, but why do some companies continue to lose customers while others provide great service? There's a reason why the senior management must be aware of what's happening with clients.

Here’s the guidelines to driving your CX innovation!

1. Understand your data and don’t mislead it

Knowing your data will get you to know what do customers like. However, you’ll need to test a hypothesis to see if the results are true. You should continue to be confident in your experience and knowledge of customers' needs.

The information provided by data is enlightening. Data, on the other hand, might be overwhelming. The continual pursuit of big data has caused people to demand more, even when it isn't necessary. Data may tell you a lot of things, but it can also be deceiving at times.

2. Keep up with product feedback and trends

Other techniques to stay on top of your customers' needs:

• Visit the popular review sites used by your customers and industry. Look for mentions of your business on social media.

• Inquiring about your customers' needs can go a long way. Ask questions based on their complaints and desired outcomes. You might want to know if your product or service is solving the correct problem for the right customer.

• Get your team to read internal weekly news digest about the latest marketing software trends every week. These are something useful because they usually result in a wonderful thread, team learning, and even product innovation.

3. Let your CX guide your product roadmap

As you come up with new ideas to improve customer experience, use customer feedback as a guide to decide if it’s worth to include in your product roadmap. Know your main vision and the pattern of customer's complaints.

You might wish to strive to fix every customer's problem in a customer-centric method. It is critical to make your consumers feel appreciated. However, it is impossible to meet all customer's needs. Recognize your fundamental vision and the patterns you notice in your clients' complaints. Deliver fresh ideas and customer experiences that most of your customers will appreciate.

Conclusion

Investing in CX innovation, such as digital customer experience and touchless technologies, is the way to go in the future. If you're not sure where to begin, automating your customer care can help you increase client satisfaction while also answering their questions and lowering your expenditures.

Innovation isn't always about shiny new tech or the interruption of an entire business model but can function more like a perpetuated behavior – The Innovative Mindset

Organizations that can learn to be in tune with customer needs will stay ahead with innovative customer experiences based on solid data, feedback, and priorities.

Get more knowledge about Digital Innovation Strategy on Multimatics!

Reference:

Customer experience innovation 2021: How to be future-ready? thecxinsights. (2021, June 29). Retrieved January 25, 2022, from https://thecxinsights.com/customer-experience-innovation/

Guest, S. A. P. (2020, November 9). SAP brandvoice: 3 ways to 'innovate' the customer experience. Forbes. Retrieved January 25, 2022, from https://www.forbes.com/sites/sap/2020/11/10/3-ways-to-innovate-the-customer-experience/?sh=345131c8587d