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How Operational Excellence Can Drive Experience Improvement

Operations is a central part of brands’ day-to-day activities, as well as their aspirations to become industry leaders. “Operations” means something different to everyone, but in the end, ops seek to impact two things: your business’s bottom line and your relationships with your customers. 

Operational excellence can also allow organizations to tap into something more fundamental: Experience Improvement (XI), i.e., creating fundamental connections with customers that go deeper than just transactions. Today’s post covers how brands can steer operations toward Experience Improvement, as well as why it’s well worth their time to do so.

Table Stakes

Customers don’t usually expect the worst when picking a brand or product, but that doesn’t mean organizations shouldn’t track performance objectives related to being operationally effective. Aside from helping to prevent a bad experience, which is obviously important, operational excellence helps ensure consistency. No matter whether it’s employee teams or brand locations, organizations need to make sure that they’re being consistent with interactions and experiences. This approach further cements those fundamental connections with customers.

Another variable that brands need to be mindful of when it comes to operational excellence is customer expectations. As we’ve all seen in this digital age of ours, customer expectations are not just changing; they’re growing more complex. Meeting these ever-more complex expectations means closely measuring performance, which is another reason consistency is so important.

How This Relates to Improving Experiences

As we said earlier, brands that go about operational excellence in a certain way will end up achieving Experience Improvement, or at least laying a lot of the groundwork that makes XI happen. For example, consider a retailer that, as a matter of operational excellence, builds up its omnichannel strategy and tries to reduce customer friction wherever it can. Both of those elements help ensure the consistency we talked about earlier, but they also create opportunities for deeper relationships with customers.

What’s handy about looking at Experience Improvement this way is that the methodology is pretty much the same for any brand regardless of industry. Reducing friction, being more multi-channel, and desiloing data are all helpful for improving customer relationships (and your organization’s own view of your customers) no matter how or what you serve them. This is why it’s important to begin your Experience Improvement efforts with operational excellence—consistency creates connections.

Click here to read more about how operations fits into Experience Improvement (XI) in our latest article by experience expert Jennifer Passini, Ph.D. Jennifer reveals additional ways to leverage operations toward Experience Improvement, as well as other handy tips for creating stronger connections with your customers!

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