SYLVANIA, OH--(Marketwired - Jul 30, 2014) - Customer Experience is a hot topic in businesses today as leaders realize customer loyalty is a key factor in the success of their organization. The problem with most customer experience strategies is the lack of focus on the most important piece -- the role of employees in customer loyalty. Root Inc. has released a White Paper titled, "Customer Experience: You Can Do Better" which highlights the three things most organizations are not doing -- but should be -- when building a customer experience program.
The overall theme of the paper focuses on the need for a company to do more than just have a strategy around customer experience, it must create a culture that supports its customer-first strategy so that everyone in the organization embodies it from the top down. A slick slide presentation announcing the strategy and a good product won't cut it. You must also do the following three things:
1. Treat your front line the way you want them to act -- the critical factor in creating an incredible customer experience is hiring and keeping incredible employees. These people are the front line of your brand -- they are the first contact many customers will have with your organization.
2. You have to actually DO the stuff you put in the PowerPoint -- You have to do more with the plan than just share it with people. You have to create a culture that supports the strategy. This ensures everyone understands the customer comes first in all decision-making and what behaviors and actions embody "customer first."
3. Put your money where your mouth is. For Real this time -- You can say customer experience is #1 all day long, but until you start to LIVE the strategy, it's just lip service. Putting the customer at the center of how you create the future of your business means a lot of things have to change.
Leveraging Root's experience working with brands like Dow Chemical, Hilton Brands, Taco Bell, and Cleveland Clinic, the White Paper takes a deep dive into why these three actions are vital to creating a successful customer experience program and how to make each one happen.
Download the paper, "Customer Experience: You Can Do Better".
About Root Inc.
Root is a strategy execution company that helps organizations engage their people as the catalyst and driver for change. Root does this by connecting people with complex strategies using creative and visual methods, transformative insights, and consulting know-how on strategy deployment and sustainment. With more than 20 years of capabilities developed from partnering with the world's largest businesses, Root has created a proven framework that consistently achieves clarity, ownership, and results. Based in Sylvania, Ohio, Root has been recognized as a Great Place to Work eight times in the last nine years. Visit www.rootinc.com for more information and follow Root on Twitter: @therootinc.
- Professional Services
- Consumer Discretionary
- Customer Experience