Level Up Your Customer Experience

“Customer experience” or “CX” is a buzz phrase you’ve probably heard before, but what does it actually mean?

CX is the collection of processes a company uses throughout the customer lifecycle to deliver their services and value to their customers. This includes everything from experience shopping to customer communication programs and everything in between. Companies that deliver a best-in-class customer experience are poised to reap the benefits in customer loyalty, retention and beyond.

CX Transformation Challenges 

Despite the benefits down the line, organizations may struggle to rally around CX changes due to various reasons including: 

• Lack of budget and resources to support effective CX transformation. 
• Getting the organization aligned with customer needs when dealing with multiple competing priorities. 
• Inadequate executive leadership support to implement a new CX strategy and provide incentives that promote and sustain these changes. 
• Ineffective communication throughout the organization.  Sending out a couple of memos is not enough to implement CX changes. To ensure success, organizations need a dedicated manager who embodies the strategy and drives the change forward. 

Why is it so difficult for organizations to rally around CX changes?   

There is no doubt that providing exceptional customer experiences is important, but many organizations often face resistance when making significant changes to accomplish this for several reasons: 

• Organizational silos and office politics may prevent meaningful CX transformations. 
• An absence of visible executive leadership support and an unclear vision can derail these impactful changes.  
• Trying to show the benefits down the road of what a CX transformation can do for a company’s bottom line.  
• Leaving the frontline team out of these CX changes.  

What tools are available to help your organization successfully pull off a CX transformation?  

J.D. Power can help you identify and prioritize performance gaps to improve your customer experience through:

• Customer Experience Assessment: For brands struggling with at or below average CX, get targeted recommendations on how to enhance key VOC measurement, communication programs, business results, and how to deliver a best-in-class customer experience.
• Experience Shopping: J.D. Power can help you understand which customers are shopping; what triggers their shopping behavior; their attitudes and perceptions of brands; and how they make their final purchase decision. 
• PulseCX: Measure and analyze your customer feedback as it happens with this real-time, omni-channel CX platform, and take immediate action leveraging the platform’s service alerts and closed-loop feedback tools.
• …and beyond.

CX is a complicated and multifaceted challenge. Customer experience doesn't improve overnight or with only one approach. J.D. Power can help you understand what's required based on where your company sits in the CX lifecycle, what your company goals are, and how you align with the competition.

In today's competitive market, experience is everything. Our extensive CX solutions give you the confidence that you are delivering the right experience to retain your ideal customers.

Start improving your customer experience today >>