Organ Leader And Decision Making
Discussion 1
Steps to improving customer experience
Customer experience is crucial as it creates a positive impact on the organization leading up to 50 percent of the profits. So, this is not something that needs to be taken care at once but it is like continuous improvements to create an overall positive experience to customers and impact to organization bottom line. First and foremost, to give good experience to customers, having a single view of the entire organization instead of disorganized approaches is essential (McKeen and Smith 2015). Hence, the main question is how to make things organized, connected and implement holistic strategies. Some of them which I came across are upgrading the content constantly, improving customer’s touch points, tracing the buyer’s journey, expanding the digital marketing footprint and so on (Roe, 2014).
Secondly, as Mckeen and Smith described, having a clear thought on the value the organization wanted to incur with the customer experience strategy. Also, having clarity on customer retaining strategy and value proposition is important as customers once lost are hard to regain. Some of the customer relationship management strategies include conducting surveys, interviews, developing a unique selling proposition. It is also vital to know what are the things that should not be a part of value proposition while defining it (Hawking, 2019).
Thirdly, as always integrated and collaborated IT-business relationship is one of the integral parts of offering good customer experience. This is because IT alone cannot deal with customers as business related queries also needs to be taken care of. Engaging the groups to study about the demographics, interests and classifying them into groups and segments helps as it is hard to provide the services considering each individual customer requirements (McKeen and Smith 2015).
Furthermore, it is important to maintain single source of truth for the customer data as it makes the team work together and have the same understanding. This not only includes customer-facing teams but lo background teams like finance (Fry, 2018).
Steps to improving customer experience
With customer experience as the new battleground in retail, and customer expectations at an all-time high, it’s important to acknowledge that in today’s retail landscape there’s no differentiation between CX whether it’s delivered online or in-store.” (“Three ways online retailers can improve customer experience,” 2018) Tending to it’ll take different little enhancements that together add up to form an in general positive affect. Here are the steps to improving customer experience:
To begin with, it’s imperative to require all encompassing approach to it and doing this requires central administration. There should be sanity with respect to chain of command and in order to address the issues. In this regards there should a senior manager level person that oversees the customers across the entire business as compared to a split unit. “Studies show that 75 percent of companies still have fragmented customer processes that are disconnected or disorganized.” (McKeen & Smith, 2015)
Second, companies ought to think clearly around the kind of esteem they need to make with their client involvement methodology. Shockingly, this basic dialog is frequently disregarded as companies jump straightforwardly to what innovation can do for them. In any case, in the event that esteem isn’t tended to, it is doubtful that it will be able to convey what is anticipated. In a competitive environment it is difficult to bring in new customer as compared to retain one. Therefore, proper customer relationship is a key contributor to a profitable growth of an organization.
According to McKeen & Smith, 2015, it follows that an integrated business and IT strategy is needed to develop a roadmap for improving the customer experience and to design the initiatives that will operationalize it. Building up a cross-functional group, mapping key ventures from a client point of see, and evaluating holes in corporate capabilities are basic to creating a viable technique to progress client involvement.
Fourth, IT needs to identify and develop new capabilities to deal with customers, not just business users. The employees working for the organization should have a blend of both business and IT so that can manage the scenarios accordingly. Having such a skill in employees that enable them to think from a customer’s perspective and communicate to the management the right requirement. On a flip side not all IT individuals can talk with clients, we must be able to collaborate with our trade colleagues and especially with front line staff to test unused thoughts.
According to McKeen & Smith, 2015, IT must keep working away at the basics common data, integration across applications and channels, and reliability. Typically this is the best way to guarantee that we all have the same understanding and are working towards the same end. Clients need and esteem effortlessness and common information and integration guarantees that intuitive are simple and helpful.