When you’re seeking out a customer experience (CX) provider, everyone you talk to, naturally, will assure you that they’re the best choice. And you do want the best, of course – but here’s what you need to think about to find the best for you:
What You’ve Got
Take a look at your existing program – assessing what you’ve already been doing is a great way to answer some key questions about how a CX partner can build it up stronger: Where does your program already excel? What has been proven to matter most to your company and your constituents? How do your brand values factor into the experience you want consumers to have?
What You Need
When you’re ready to bring in CXperts, you want them to be able to start moving right away. The best way to facilitate that is to know exactly what you’re looking for by deciding what you want to see more of in your CX program and identifying what your potential CX partner does best. For instance, is voice a preferred channel for your target market? Or are you looking for a holistic omnichannel solution?
Who it Helps
Who in your operation stands to gain the most from the presence of a CX partner? Consider which teams and departments would benefit from the assistance and how. Figure out from the get-go who your CX partner will be interacting with and how they should be working together, so your new and improved program can be unified, productive, and inclusive – rather than intrusive.
Where it’s Going
Establish goals and milestones for now, for later, and even later – remember that, for your program to flow seamlessly, everyone should understand where they’re headed. When you lay down a roadmap for your program’s development and success, you can ensure that you’ll find the CX partner who’s ready to go down the right path, right alongside you.
Like customer experience itself, what’s ‘best’ in a CX partner, can be something of a moving target. Your goal should be to find the one that complements best with your business, matching your company and consumer base.