Revitalising Resolutions

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New Year is just around the corner. And you know what that means.

Yep, it’s resolution time.

You know the ones…. Lose a stone (or two after the excesses of Christmas). Try to relax more and drink less. Make more effort to visit Auntie Mabel even though she smells funny.

We all do it. And, invariably, a large percentage of us fail.

Because, well, we just lose momentum and it’s easy to get side-tracked by that slab of chocolate cake or sparkling new cocktail on the menu and your favourite bar. (Or opting to go and see a Brad Pitt film at the cinema instead of smelling Auntie Mabel).

But what if this year, instead of focusing on personal goals, you focused on business resolutions instead?

Plan ahead

It definitely makes sense. Business resolutions can offer a sense of direction and, if planned correctly, can have a big impact.

And if you haven’t already started with your business resolutions, it’s time you did!

Especially if things get a little quieter for your company at this time of year.

Let’s face it… you’re more likely to stick to a resolution if your bread and butter depends on it.

And each year that descends on us (far too quickly, in my humble opinion!) brings different and everchanging customer wants, needs and expectations.

Therefore, if you don’t plan ahead, you may be left in the mire.

So, what better place to start than with New Year’s Resolutions focusing on improving the customer experience?

Think… 360

Do you have a clear view of your consumers? If not, it’s time you did. You can no longer get away with simply second-guessing end-user behaviour.

You need to have the right tools in place to understand and predict their buying habits.

This is where data comes in useful.

So, plan ahead for 2019, and make sure you have the right tools in place to help you organise, interpret and predict consumer requirements.

This will help to give you a much clearer picture of the customers you are serving.

Think… digital

It’s not only retail industry that needs to focus on a consumer’s digital experience to deliver an emotive end-user experience.

Let’s be honest…. Digital is something that now traverses all plains, for buying not only shoes but also insurance. Not to mention the likes of online banking.

So, it’s time to focus on your business’ digital touch points.

This aspect of your customer experience strategy can help you keep more in tune with customer expectations. Plus, if you do it right, it can offer you an advantage over your competitors.

Convenience and consistency are the key players when it comes to the digital experience for end users.

So, up your game. One email a month won’t suffice. Reach out to them. Find out what they need (Is it an app? Is it a portal?).

And continue to refine and reinforce the experience.

Think… out with the old, in with the new

Do you know what your customers like? Do you have means of determining this? If you don’t know, you need to ask!

The only way you can deliver and meet customer expectations is to find out. Only then will you truly know their preferences.

These are no longer decisions that can come from management brainstorming or grasping at straws, simply because something worked historically.

So, it’s vital to develop a customer focused strategy.

Look at the products or services that are no longer ticking all the right boxes and ditch anything that doesn’t deliver the right sort of emotive end-user experience. This is no time for sentimentality!

And talk to you consumers. What are their must-haves? What leaves them dissatisfied and picking up the phone to bend the ear of your poor customer feedback management teams?

Ask the right questions and you may be surprised at the results.

You may discover that the app that you thought was a real crowd-pleaser is actually fairly negatively received.

Or you may find a product or service niche that you have the capabilities to fill.

So, get your thinking caps on, get those questions asked and your resolutions made!

Obviously, it’s important to revisit and tweak resolutions as the New Year progresses but, if you lay the foundations now, you will be on the right path for delivering results that delight you and your consumers.

Come on, let’s strike a match and set your 2019 customer experience strategy on fire!

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