The definition of the word "momentum" originally refers to a physical principle that defines a certain amount of movement of a body. The principle states that the more momentum, the greater the speed and the greater the difficulty in stopping it.
This term is also used among entrepreneurs to define the best moment of opportunity for a business, a resource that can be used as a success factor for any business.
To grow our company we need a very specific fuel: new and recurring customers; for this we need momentum , an essential aspect of the customer experience strategy. Otherwise, your success in this experience will be short-lived or will require constant investment of resources.
We can invest in inorganic growth, which is programs and technologies that attract our customers. There is also organic growth, which is the products and company culture that make your company irresistible.
If you ask your customers which method they prefer, their answer would probably be organic. This is because it allows them to do business easily, it is not invasive and when your company is irresistible, customers are happy to buy from you again and recommend you without the need for incentives.
If you ask your team which growth is better, their answer would be jordan phone number same as an investment that will provide annual growth is the ideal investment.
Company growth is the primary reason for managing customer experience, and companies that drive organic growth are more likely to thrive in the future.
Where is the momentum of customer experience leading us ? Towards a common vision and sense of belonging, to the recognition of the entire team within the company and towards collaboration between its members.
A shared vision and a sense of belonging
The starting point for lasting momentum is for everyone on the team to have the same vision for customer experience excellence and company governance. Contrary to popular belief, a shared vision and sense of ownership is not something that happens incidentally or automatically.
As with any road trip or important task, you can’t afford to assume that everyone has the same idea of where they’re going and the priorities that need to be addressed along the way. Most importantly, define the contribution each team member will make to achieving a better customer experience.
It is important that each team member knows that their existence in the company is thanks to customer satisfaction , which is essential for true momentum in customer experience.
A shared vision and sense of ownership must also be present among all those whose work is related to customer experience management. Surprisingly, customer service managers, CRM administrators, loyalty managers, user experience designers, etc. rarely have constant communication with each other.
This defies logic, as the customer experience journey undoubtedly intersects with the work of all of these people. The best business results are found among companies that coordinate customer management through constant communication between company members, meetings, and/or a reporting structure.