The latest edition of the Cricket World Cup – the showpiece event of this most English of sports – is now approaching its conclusion. Swashbuckling starts, tense finishes and knife-edge contests have been the order of the day, with the semi-finals and final still to come. So, what can you do to hit your own CX for six this summer?
Hope and expectation
For the first time in what seems like forever, the England team sit pretty at the top of the world rankings and will take on Australia for a place in the final this week. We’re well within our rights to be expectant, and the next few days will decide whether captain Eoin Morgan’s men can shoulder the pressure and deliver English cricket’s finest hour of the modern era.
Equally, when you’re trying to build a reputation for top-drawer customer service, there are plenty of challenges you need to meet. How can you consistently fulfil the promises you make? How can you minimise the chances of disappointment? How do you cope during periods of crisis when the chips are down?
Promise big, and deliver on it
Heady promises of a CX that sits head and shoulders above everything else are all well and good, but you’ll end up embarrassed if you don’t have the substance to keep your word. The first thing to think about is to make sure that your messaging is consistent.
To gain the respect of your customers, you need a strong, unified brand in place that is present across all of your channels. Your company philosophy and commitment to excellence should be communicated consistently across all of these, regardless of whether a customer is speaking directly to one of your agents or taking advantage of self-service options.
Happy staff, happy customers
Morale is always a key component of sporting success, and England will only claim World Cup glory if their mindset remains positive throughout. The same goes for your staff: employees need to embody the same positivity that you convey as a business, and that means doing everything in your power to keep them engaged.
Think about what you can do to make life easier for your employees. Do they need their shifts to be managed more effectively? Perhaps a reduction in cumbersome admin tasks that stifle their productivity? If you can work out what these pain points are, you’ll be in a much better position to keep your workers happy. And happy staff means happy customers.
Get on the front foot with tech
To make mincemeat of a bowling attack and rack up a big batting total, you need to take a bold approach and be unafraid of being a bit different. This kind of approach will get you far in the CX world as well. Technology has great potential to make interactions easier, smoother and ultimately more productive for both customers and employees.
Workforce management software can be hugely influential in helping you make sure you have enough people working in the right places at the right time. Having the means to unify all your customer engagement channels and administer them from a single location is also crucial. If you can cover all these bases, you’ll be in the best possible position to deliver on the expectations that people place on you.
Let’s hope the England team can do the same!
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