UNDERSTAND THE CUSTOMER JOURNEYYou can’t deliver great experiences unless you first identify and understand all your customer segments and their entire journey. With 81% of companies saying they expect to compete mostly or completely on the basis of CX in 2019 (Gartner), you can’t afford to fall behind this holiday season. A customer journey map will help you learn about the different customer needs and pain-points, anticipate problems, and train your staff to successfully deal with any issues.
FOCUS ON CUSTOMER SERVICENo matter how good your product or service is, your customers will remember the interaction with your staff as they’re the face of your business. Thanksgiving is the holiday of gratitude, so ensure your staff’s attitude and problem-solving skills form positive customer experiences. Support and empower your employees to deliver excellent service and go the extra mile this Thanksgiving. Find out more how to improve customer service.
SPEED UP COMPLAINT RESOLUTION50% to 80% of all customer advocacy is driven by the customer experience (Gartner). If your customers happen to encounter some problems this holiday, you should be quick and effective in resolving them, as it can affect their likelihood of visiting you again. Use instant survey notifications to speed up response and resolution times. Get an alert within 30 seconds of receiving negative feedback from your customers. Email notifications are sent to relevant personnel, enabling them to deal with the issues quickly.
ANALYZE LAST THANKSGIVING DATALook at your survey data from last year’s Thanksgiving to:
Predict customer numbers Identify and eliminate problem areas Plan rotas and staff numbers Prioritize improvementsThe efficiency of your operations will significantly affect customer experiences. If your customers complained about the restroom cleanliness last year, make sure your cleaning staff attends the right restrooms at the right time. Look at customer insights to improve line management, signposting or fix maintenance issues. Act on the feedback to deliver on CX, show gratitude and appreciation this Thanksgiving. By Natalia Kaczmarek