Happy new year! At Intouch Insight, we’re excited for what 2023 will bring for us and our partners. And we’re kicking it off with an all-new Customer Experience (CX) Toolkit.
Last year, a Harvard Business Review survey, Generating Strong Business Outcomes Through Customer Data, found only 45% of businesses could keep customer experience consistent across all touchpoints despite 95% saying it was important to. Our goal is to help brands deliver excellent and consistent experiences to their customers. This is why we’ve released the 2023 CX Toolkit.
Wherever you are in your CX program development, this toolkit is designed to help you get to the next level. You can download your copy for free via the button below, or keep reading for an overview of what’s inside.
Our 2023 CX Toolkit is broken down into three main parts:
Guiding CX Principles
For multi-location businesses, customer experience programs involve a multitude of moving parts from diverse team members to various tools. In order to keep these different pieces focused and working together towards the same goal it is important for them to be aligned on the same principles.
With well over 40 years of experience working with a variety of brands, we’ve found 3 principles that can help maintain this focus:
Listen, interpret, act, repeat: Develop a CX cycle to drive ongoing improvements across your locations.
Track data that drives change: Avoid analysis paralysis by only collecting the right information.
Take a blended approach: Diversify your CX data beyond just customer feedback.
CX Measurement Tools
The importance of measurement when it comes to CX cannot be overstated. Data is the lifeblood of any CX program and will fuel improvements over time. The wide array of tools that can be used to collect this data may at first seem overwhelming but actually makes it easier to get started.
CX should not be seen as an all-or-nothing endeavor. While a fully realized program is the end goal for many, it is important not to let current limitations like bandwidth or budget stop you from measuring what you can now. Focus on improvement over perfection.
Instead of an exhaustive list of tools for CX measurement, our CX Toolkit outlines four main tools — surveys, mystery shopping, audits, and inspections — and the purpose they serve so you can make an educated decision on which ones to invest in today and which can be added in the future.
CX in Practice
There is a wide variety of options even within each of the types of CX measurement tool. This can make it difficult to know which one is right for your businesses. That’s why the CX Toolkit breaks down key features and how they work in practice. This way you can make an informed decision about which ones are worth your investment.
Start your new year off right by downloading your free copy of the 2023 CX Toolkit here. And, if you have any questions or feedback, we’d love to hear from you! Contact us here and we can put you in touch with the right member of our team so we can work to make 2023 the best year for you and your customers.