The CX Factor: 3 Tips for Designing a Smart CX

Join us on April 5 at 2pm EST for a Twitter Chat: #thecxfactor

Consumers have more choices than ever.

Take coffee.

Once upon a time, in the 20th century, there was instant grocery store coffee, at least in North America. If you were born in, say, Italy, different story.  Anyway, back in this continent, small “gourmet” coffee companies started appearing in the late ‘60s, such as Peet’s, which originated in Berkeley, CA, as a one-man venture. It became one of Starbucks’ fiercest rivals in the late ‘80s when the Seattle behemoth cornered the market and became an industry standard. Since then, coffee competition has nudged even fast food and doughnut joints to up the ante on their Styrofoam cup coffee choices. Canned store and instant coffee still exist, but most people these days have probably never even tried them, unless they were visiting an elderly relative in a remote location.

The point is, as business grows, so do consumer choices and expectations.

And as consumer choices increase, so do the marketing strategies for attracting and keeping customers. As a business, what are the most important factors to consider when investing limited resources into customer communications initiatives and tools?

Here are three to consider when you put your CX game plan in place:

1. Get the Right Tools. If you plan to use Microsoft Dynamics 365 for CRM, for example, you can choose from a suite of business applications, rather than buying a block of them and sifting through it all to figure out what you need. This way, you can license what you need, and add as you need to. This strategy is a good starting point with whatever tools you decide on. Start with a basic list of what you need to accomplish, make a corresponding list of customer communications and tools, and go from there.

2. Channel your inner customer. If you were your customer, what would you want that would be delightful and keep you coming back? In my experience, convenience is a big one, like when you take your car in the shop and you get your courtesy vehicle for free.

3. Enable happy customers spread the word. Here’s a real-life example. It’s about those pre-fab food kits that are gaining in popularity, where a company will ship meal ingredients and recipes to your doorstep, cutting out grocery shopping and tedious dinner decisions. A friend recommended it and after a few weeks, I was hooked. At the time, I wondered how this new company could afford to offer no-risk promotions. A year later, as a permanent customer, I understand. This start-up company has probably grown its customer base exponentially through the free-week referral strategy.

Customers are complex and even sometimes demanding, but if you consider what they want and match it with what you have to offer, you stand a better chance of coming up with a win-win CX strategy.

Don’t for get to check out our twitter chat #thecxfactor for more tips on how to keep and grow your customer base.

 To stay on top of leading customer engagement expertise, follow Xpertdoc on Twitter: @xpertdoc

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc