Ways to Improve Customer Experience Through Better Internal Communication

Jan. 24, 2024

Ways to Improve Customer Experience Through Better Internal Communication

Knowing your customer is one such thing that you should do to keep your business growing.

So, you got to know about the importance of CX, and now you have started a CX program so that you can improve the customer experience, right?

So far, you have received the feedback, but now what to do with the collected data?

You can actually do a lot. With this data, you can find opportunities to cross-sell and upsell by recognizing the promoters. Also, you can identify gaps in your operation causing discomfort to your prospects.

Similarly, there's a lot to do with your data. But did you ever talk about sharing this data with your organization? It is called internal communication and plays a vital role in the success of any organization.

Internal communication can help you improve your Net Promoter Score, which is the score that tells you how many promoters or detractors you have. It can also help you enhance the overall buying journey of your customers.

So, let's talk about how sharing your CX program data within your company can help you to outperform in terms of brushing your user exposure in this blog.

Let’s first get started with the basics!

What Is Customer Experience?

Customer experience refers to the engagement of any business with its customers at various points in its overall journey. It is built by treating the customer always first at any stage, be it the buying stage of the customer or any other stage. Basically, it is all about what a customer feels about your brand collectively. 

For example, if a customer is involved in a purchase with your brand and any problem occurs, it creates a bad impact on his experience. However, if your customer service team deals with the issue the right way, it'll help you bounce back and gain your customers back with a positive mindset about your business.

With this example, you can understand how the experience of your customer not only depends on one or two factors but the whole company gets involved to make a better customer experience.

But how can you measure it? How to keep polishing the experience of the customer? 

How to Measure and Improve Customer Centricity?

In order to know how good the experience of your customers is, you need to take feedback from your customers and analyze them. So, where will this feedback come from? You will need to employ various means to get feedback from your customers after they encounter your product/services or with customer service. 
For example, if a customer of yours has called your customer support to get his/her query resolved, then you should reach him/her to know their experience after that particular conversation. It can be done by using multiple mediums like SMS, phone calls, email, and many more. 
But the problem is that it can become a lot of stuff to receive all the feedback and then process it into actionable insights. Here comes our revolutionary NPS software, SurveyCXM.
This software lets you run the CX program and get all the feedback collected for it in one place. Moreover, you can get access to various metrics like the net promoter score tool, CSAT tool, CES, CCR, and many more. 
This all-in-one tool allows you to do your surveys right through email and SMS, which is available in Multilingual Languages. 
You also get survey design support to make the most out of your surveys. In addition, it also gives you real-time NPS and insights so that you can act ASAP to improve your Net Promoter Score. 
Now, once you get done with your surveys and insights with the help of SurveyCXM, you should share them with the right people at the right time. But why should you do that, and how should you do that? Let's find out. 

Why Should You Share CX Program's Data with the Right People in Your Organization?

By sharing the data of your CX programs, you can trigger everyone in your organization to know how important the customer and their experience are. Moreover, as you read above, a user's journey involves a lot of things, and making changes on the surface only can't work. 

So, you should let others in your organization know what problem their department has that is affecting the experience of the customer adversely. Hence, it will redirect them to do the needful to boost your product or service experience. 

But you can't just publish your report in a channel where everyone can go through it if there is no mandate to go through it. Instead, you should use the following seven ways to share the data of your CX data with the right people in the organization.

Seven Ways to Improve User Experience Through Better Internal Communication

1. Do a Hierarchical Mapping

First, there should be a hierarchical structure for the data to be shared with the right intensity. There is no sense in just sending the whole report to everyone, as not everyone in the organization accounts for the action. There are a few people who can actually understand and take action for their respective departments. So, you should make a hierarchical road map. 

2. Send Only Simple, Real-Time, and Actionable Data

You need to understand that not every piece of information can be actionable. As you know this, you'll be able to send data that is actually simple yet actionable for the person receiving it. Moreover, being real-time means that the data should be relevant to the current situation. For example, if the data is able to represent the problems of the present, then it makes sense to use it to take action. 

3. Make Sharing CX the Culture of Your Organization

If the people in your organization aren't aware of why CX is important, then why would they work to boost the experience of your customers? So, in order to make your organization take CX as a mandatory thing to maintain, you'll have to make it an important part of your organization. 

4. Flow the Data Efficiently

The information should also reach the person efficiently. The medium should allow the recipient to communicate with the sender efficiently about the report. You can make sure of it with SurveyCXM as it allows for not only customization but also can easily be adapted by everyone in your team. 

5. Decide Who Will Receive What Type of Data

As we discussed above, you need to have a hierarchical road map so that you can make sure that the right person gets the right information. So, here are the three groups to divide your CX data in.

  • Leaders- Leaders and the executives of the company should be provided with a detailed report. It will help them to get an overview of the performance of everyone in the company. 
  • Management- You should provide the management with a detailed report, but it should only contain the information that their department needs. So, you can divide the report according to the departments. Moreover, you should also divide the report based on the area, like the region or district, and make it more informative in the respective terms.
  • Field- Lastly, the report should go to those who are actually handling the operations of the ground. However, rather than sending insights, it would be better to send the action plan at this level. 

6. Regulate Reporting

Once the data gets shared, you should also mandate reporting the actions taken to enhance customer experience from everyone on the team. The time that you want to give to your organization depends on you. You can take the reports by the end of the month or week or every three days. 

7. Give Incentives for Better Performance

Now, like you incentivize your departments for their achievements, do the same for team members helping customers boost their experience. If any of your team members help to gain better customer service, then give the team member at least an appreciation for his or her contribution.

Final Words

Ensuring your customers are having a good experience with your business is crucial, and improving it continuously is even more important. So, the way you work on improving the experience of your customer should include informing the right people in the organization. Letting them know about the current status of your CX program can help you make improvements that will not diminish over time.