Standout Customer Experience Starts with Cross Team Collaboration - Anthony Glover
“To 84% of today’s customers, the experience a company provides is just as essential as its products or services.” Focusing and improving on customer experience strategies can help a company increase its revenue, customer retention, and customer loyalty. Many companies today pride themselves on prioritizing their customer, however, many fail at actually meeting customer experience expectations. I recently read an article published by Forbes, A Standout Customer Experience Starts With Cross-Team Collaboration, which highlights the importance of collaboration in creating superior customer experiences.
“What’s preventing companies from providing an excellent customer experience across channels? Departmental silos. Results of a Forrester study identified cooperation across an organization as the top obstacle to improving customer experience (CX).”
The article outlines four ways to introduce a collaborative CX focus:
- Identify silos: The first step to enhancing team collaboration is identifying where current silos, or divisions, exist. Assess if any priorities across departments conflict with one another and identify how it is negatively impacting customer experience.
- Integrate cross-departmental systems: Unite teams through data and systems that operate under a single source. Making sure each department is working under the same data and analytics system enables quick, collaborative decisions to be made.
- Start from the top: Company culture starts at the top. From the CEO to every employee down the rank, everyone needs to have a clear understanding of the importance of customer experience. When everyone is aware of and working towards the same mission, it enhances teamwork and facilitates the process.
- Measure progress: Track your progress towards your customer experience goals. This keeps you organized and allows you to identify your strengths and weaknesses.
“When businesses break down silos and rally teams around the customer experience, collaboration improves across the organization. In turn, when teams collaborate more effectively and efficiently, CX improves. Collaboration and a focus on CX fuel each other, leading to remarkable business outcomes.”
You can read the original article here.
About Anthony Glover: Anthony is a highly experienced business professional who leads through inspiration and collaboration. With a successful background in management, sales management, relationship management, corporate development, and operations management, Anthony is well-versed in developing creative problem-solving initiatives for difficult challenges. Currently, Anthony serves as Global Payments and Global Client Executive at VISA and is working towards driving positive transformation in the world.
