Written by: Sarah Nicastro, Editor in Chief, Field Technologies Magazine
Today’s leading field service organizations have recognized the importance of customer experience, and realize that to remain competitive service delivery needs to evolve to become more modern and user friendly. However, recognizing the need to become more customer-centric and actually becoming more customer- centric are not the same thing! Here are three critical steps to get you started on your quest to provide a stellar customer experience.
Step 1: Understand What Your Customers Want
When it comes to determining the type of experience your customers want from your company, there’s no substitute for asking them. It’s not uncommon for service organizations to make the mistake of assuming they know what their customers want, need, or expect – and I strongly advise against that. Getting real data and having actual conversations is the only way for you to form the insights you need on what you need to do differently to satisfy your customers. Data can be gathered through surveys, but having in-depth conversations is an irreplaceable tool if that’s possible for you to do. I’ve also spoken with companies that have done what they call “customer journey mapping” where they walk through a customer experience step-by-step to examine all possible failure or frustration points, and then compare this with the description of the experience their customers want to determine the changes they need to make within their service delivery processes. However you do it, getting firsthand data from your customers on what they want and determining where you’re falling short will give you the insight you need to develop a strategy for improvement.