a customer experience newsletter
(this week’s newsletter is a 7-minute read)
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Journey is a weekly newsletter from Y Meadows that curates the best thought leadership at the intersection of technology and customer service.
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3 Ways to Innovate the Customer Experience — from Forbes
Necessity. Innovation. Experience.
Today, in the experience economy, there is ample evidence to suggest a strong connection exists between necessity, innovation, and experience.
#1: Give the Customers What They Need, Not What They Want
The first step to innovating the customer experience is to understand necessity. In order to discern customer needs, most organizations ask for direct feedback. The savviest among them listen to feedback on unsolicited channels, like social media, as well as through solicited mechanisms, like surveys.
When customers complain about a broken process, most companies’ first instinct is to fix the process — not change it altogether.
Long-term competitive advantage lies in customer experience innovation.
#3: Think of Innovation as a Mindset
Innovation isn’t always about shiny new tech or the interruption of an entire business model but can function more like a perpetuated behavior
“In other words, the consensus sale isn’t something you should be fighting—it’s something you should be actively pursuing. You can’t just elevate the conversation and cut everyone else out because it’s exactly that team input that the decision maker values most when it comes to loyalty.”