Customer Experience
Over the past few posts, we’ve explored what it takes to truly elevate your customer experience:
- Customer Experience Matters – Are you delivering a service, or an experience? Happy, engaged customers are willing to pay more, return more, and advocate for your brand. Companies that lead in CX outperform competitors by up to 80%.
- Proactively Gather Feedback – Don’t wait for complaints. Most unhappy customers stay silent — 91% never complain. Use surveys after purchases, product launches, or events to capture insights while the experience is fresh. Tools like Ask Nicely, survey monkey and othersprovide a proactive feedback approach identifies successes and problems before it’s too late.
- Design Feedback for Action – Keep surveys short, timed correctly, and integrated with your processes. Immediate, relevant feedback allows your team to act quickly, recognize wins, and correct mistakes while the experience is still top of mind.
- Make Feedback Visible and Reward Your Team – Share survey results openly, celebrate positive feedback, and create policies for addressing poor reviews quickly. Employees who can instantly see their performance and recognition are more engaged, accountable, and motivated to improve the customer experience.
The common thread? Feedback isn’t just data — it’s culture. It’s how you train, recognize, and empower your team. It’s how you turn a service into a memorable experience.
💡 Challenge for You Today
Ask yourself:
- If you were a customer tomorrow, what would your experience look like?
- Are you actively collecting feedback, or waiting for customers to leave silently?
- Can your team see and act on customer feedback in real time?
- Are you celebrating wins as much as you’re correcting mistakes?
If your answer isn’t yes to all of these, it’s time to take action. Start small: set up a survey, share the results with your team, recognize a star performer, and fix one process that frustrates customers. Then scale.
Customer experience isn’t a nice-to-have — it’s your competitive advantage. Make it count.
Customer Experience Series 5 of 5