New year, new goals, right? Wrong – often we find our teams talk the good talk towards the end of the previous year, giving us a final HOORAH before the holiday season. In reality, everyone is exhausted and over-stimulated which means the hype built up pre-holiday season is short lived and often conversations are forgotten. That final push often turns into a deeper slump when the new year kicks off. You find teams are no longer aligned, although energised and ready for a new year – not quite sure where to start and how.
Here are 4 goals for your CX team to thrive in 2021
- Improve how you measure customer experience satisfaction
- Commit to being an accountability partner with your customers
- Omni-channel experiences
- Build and commit to a customer experience strategy