• Stephanie Thum, CCXP

Mitel Minute: How To Go From Saying You're Committed to Great CX to Actually Doing It.


“Great customer experience” is a common business term now. Everybody understands it.


So the question on this Mitel Minute is: How do you turn the concept of great customer experience into something that’s real for your business? Here are a few ideas to start.


Decide what “great” means.


You need a definition that applies to your business and suits your customers' expectations. Is it reduced customer wait times? Fewer customer complaints? Fewer calls to a contact center? Higher percentages of first contact resolutions in the contact center? Decide.


Define a measurable target.


Put a number on it. You can always adjust the target later if it makes sense.


Triage your performance toward that measurable target.

Compare your actual organizational performance to your predefined target. You may need to change some things to hit your goals. If so, then decide on a plan of action, allocate the resources for doing the work, share the follow-up to-dos with your team, and track progress.


What are some other to-dos that can take the common saying, "Great customer experience," and turn it into something that’s actually a great customer experience?


Leave a comment on my Twitter or LinkedIn post and let’s compare notes!


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