In this episode, Mitchell Levy and his co-host for the month, Content Wrangler (http://www.contentwrangler.com) President and CEO Scott Abel, share valuable insights with Jeanne Bliss (http://www.customerbliss.com), author of “Chief Customer Officer: Getting Past Lip Service to Passionate Action.” This episode’s discussion links with this month’s theme of using content to deliver exceptional customer experience. Jeanne makes a specific distinction of exceptional customer experience using content to help companies give customers enough information to make good buying decisions and leaders to understand customers’ lives. At the end of the day, the question that needs to be answered is, “Did you improve the life of your customer?” In creating a magnetic force around you so customers gravitate toward you and not turn their back, we need to treat customers not in terms of sales, but as humans. Instead of measuring success in numbers, measure it in such a way that you are listening to what customers are saying. Are you making decisions guided by your conscience? Some companies, however, have made content management as part of project plan movement, instead of having it for customer life improvement.
User experience is a big part of customer experience. When measuring customer satisfaction, you may not be doing it based on user experience, but rather in knowing you improved their lives as a result. Customer experience is less about surveys and more about how we earn the right to be part of growth. We need to enable customers to achieve their goals and objectives. Work on minimizing the “ick” factor in the company, and allow employees to have full control to deliver customer experience without fear of getting fired.
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Here are a couple of AhaMessagesTM from the episode. See more in the “Aha Moments from Thought Leader Life” eBooks available in the social media-enabled eBook platform, Aha Amplifier: http://AhaAmplifier.com/.
• Exceptional customer experience means giving leaders the right information so they can understand customers’ lives. @jeannebliss #TLL
• Customer experience is the engine for us to come around to the right answers. @scottabel #TLL
• Be the leader who wants to know more than whatdata tells them. @happyabout #TLL