Investing in a customer experience measurement (CX) program is a big deal—especially when that investment has the power to make fundamental improvements throughout your entire business. That’s why taking the right steps early for a successful launch is a critical part in setting your program up for long-term wins. In our previous blogs about launching your CX program, we’ve discussed how to put the right people in charge and brand your program to fit into your company culture. The next step is making the program introduction official and something to celebrate.
Getting your customer experience (CX) program off the ground and on-track for success requires a team effort. And getting everyone on board means making the program fit seamlessly into the rest of your overall brand strategy. Branding your program helps establish its place in your organization’s strategies and priorities—and makes it easier for your team to put it into action.
Learning something new can start you on a rollercoaster of emotion. Once we know the benefits we might get, we often want to jump right in. We fantasize about who we’ll become, and the endless pool of possibilities that wait on the other side of the learning curve. Once we take the first step toward the edge, however, we find plenty of obstacles stand between us and our goal. Our excitement wanes. We feel deflated and tired. We tell ourselves things like “If only I had known what to expect, I could’ve planned ahead.”
CKE Restaurants Holdings, Inc. has selected Service Management Group (SMG) to measure the customer experience for 3,000 Hardee’s® and Carl’s Jr.® locations in North America. In 2018, the program will expand to include an additional 800 international locations across 41 countries. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
We know customers are always anxious to give us robust, thoughtful feedback in huge quantities—we don’t even to ask! Just kidding. Sometimes customers need a little encouragement to give us their thoughts and incentives are a great way to do it. Getting a healthy sample is the first step to getting actionable insights that help you make better business decisions—that’s why choosing the right incentive is so important to building a successful CX program.
You already know the importance of a holistic, robust CX program—they give you great insights that drive action and your bottom line. Even with benefits like that, making the case to your C-level executives can still be a challenge. Driving engagement from the top down is critical in getting buy-in from every level in the organization—which is an essential part of running a successful program.
As business professionals, every week we tackle simple projects and tasks among the bigger programs and enterprises in which we work. How many times have we all had a project—even a simple one—fail due to someone assuming that information was shared, or simply not communicating a critical piece of information?