Skip Miller, Vice President of Customer Solutions at CHEP, shared his thoughts on what it takes to transform the customer experience during his presentation at the 2015 Customer Care Leadership Forum in Atlanta on Nov. 3. In his presentation, “Supply Chain Solutions from CHEP,” Miller said an organization that emphasizes its unique capabilities to customers can drive client engagement.
According to Miller, transforming the customer experience requires an organization to listen to its clients. An organization that interacts with its clients consistently, Miller said, can better understand exactly what an organization to do to keep its clients happy. Developing best practices for how an organization interacts with its customers, Miller said, can help an organization find the best ways to optimize its resources as well: “Go find what resources you have within your organization that can make your customers’ organizations better. Utilize those in a solution and drive that … and create a guest or from our standpoint, create a customer for life and really drive that stickiness.”
In addition, Miller said organizations should devote the necessary time and resources to fully understand their clientele. By doing so, Miller said, organizations can become experts in their respective industries: “When you’re meeting with them, listen to them. What are the key words that they’re saying of the challenges that they have? It’s not just going in and try to drive your product and sell your product and sell your product only, but go in, listen to them, have a key conversation with them.”