But I am learning that this does not mean that I can sit back and have a "been there/done that" attitude.
Am I an expert in creating a great Customer Experience? YES.
Am I a Certified Net Promoter Score Associate who has lead companies through their NPS programs? YES again.
Am I creative enough to help any client, regardless of size or industry? You Betcha.
However, I am noticing that that world of Customer Experience is constantly changing. Many groups have best practices, research models, and ideas on what is the next best thing. Join any LinkedIn group on Customer Experience, and you will be overwhelmed with ideas on what to do.
New technology is being introduced monthly.
Additional feedback channels are popping up daily.
And, customer expectations of what a great experience is are ever evolving.
So how do I keep up? How do I stay relevant for my clients?
Here are the four steps I am taking -- what I have decided to do -- and what you can borrow from as you see fit.
1. Be Agile - Change how you are delivering your message based on the needs of your client. You are not a one-show pony.
2. Be willing to Learn -- No one is disputing your expertise or experience, but the marketplace changes, new ideas are introduced...understand what they are and apply them to your product offerings.
3. Stay New/Evolve -- If you see a trend, become an expert. As new technology unfolds, understand how to use it.
4. Be a Resource -- Your clients pay you to do work that they are not familiar with, so you must always be a resource. Bring new information to them, and not the other way around.
The awesome thing about these four steps is that as stated above, they can apply to you as a business owner. But applied differently, the can also help you manage the Customer Experience you create.
Let's take a look at how these four steps can apply to your Customer Experience.
1. Be Agile - Create ways to make it easy for your customer to do things themselves. This is different than forcing them into your 'self-service' processes.
2. Be willing to Learn - Put a feedback mechanism in place so that you are constantly learning what your customers like about doing business with you and what they would like you to change
3. Stay New/Evolve - Create new listening posts for your customers to interact with you on, develop a loyalty program that rewards your Ambassadors and delivers an increase in spend
4. Be a Resource -- Train employees on your products, your competitors, and your industry so that they come to you first when there is a question or concern about what they need.
It is not easy being a new business owner. It is not easy creating a great Customer Experience. But these four steps will guide you through both of those challenges and you will be better for it.