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What is a critical success factor?

The essential areas of activity that, when done well, ensure a business meets its goals

Another way of looking at them is as lessons learnt by other organisations that could help you fast track to a compelling customer experience (CX).

This page started as my takeaways from a CX conference. As I reflected on my day, I realised these learning points could form a set of critical success factors. I am building them up and reducing them to a more manageable number. I’d love to know what you think of the list..

Check out the links to existing and new content for more information.

Touchpoints must become TRUSTPOINTS

Every interaction has to show your customers they can trust you to listen, understand and deliver

Understand your customer

Know who they are, what they buy from you and what they are doing, then use the data to shape the outcomes and behaviours you want

From omnishambles to omnichannels

Respond consistently to customers using their preferences for channels and timings

Value existing customers

New customers cost much more to recruit than keeping existing customers happy

Customer experience is as important as your product or service

61% of people say service is a criterion when buying and 81% will switch as a result of poor service

Respect your customers

Be considerate of data, emotions and point of view

Digital technology can be your friend

Use software and AI to get ahead, reduce hassle and free up your people

Engaged employees deliver compelling customer experiences

When committed to your business and goals, people seek opportunities to delight your customers

Don't teach your team to say 'computer says no'

Make processes easier and effective for customers from placing orders to getting help

Our best experience sets our expectations

Customers will always compare you to the best experience they have had – across all sectors, products and services, B2B and B2C

Customers see one continuous experience

Don’t expose your organisation chart to your customers; help your whole team deliver a compelling customer experience

Customer experience needs attention

If you are not working on your customer experience, then you’re dropping behind your competition

More about customer experience (CX)

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Critical success factors for a compelling customer experience

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