Customer experience is crucial to businesses pursuing rapid growth. It’s essential to be able to deliver what’s promised—and then delight your customers with extra attention and care. Of course, every customer is different. Interactions can additionally be influenced by factors not in your control, so how do you start delivering wow when it comes to customer experience?
As a CX consultant in Toronto, I work with clients across the US and Canada (mostly virtually these days). When improving customer experience is a priority, you need to turn to data. But where to begin? Many companies have such an abundance of data, it can be tough to know where to start. And sometimes translating data can be overwhelming and tough to interpret.
My go-to starting point for all customer experience consults is a customer journey map. Mapping is often a useful exercise in understanding how to direct cx improvements.
Remember, it’s okay to dig deep with select customers. Chances are their experiences are systemic. You’re learning to help them—and all your other customers. Start by conducting a pilot. Plan, experiment, measure—and implement changes that increase satisfaction and success.
As a CX Consultant in Toronto, Leslie Barker surveys and analyzes different touchpoints of your customer journey. For many businesses, customer experience is key to building stronger relationships and brand loyalty. Leslie provides actionable strategies to enhance interactions through actionable customer-driven data. To learn more or get started, call 416.528.7990