Lindström customers reflect on “What is CX at its best?”
Lindström CX Day on October 2019 brought together a wide variety of businesses. We asked them, how do they keep their customers happy and coming back.
Tero Thynell, Hotel and Marketing Manager at Klaus K:
Smooth customer experience begins with communication. The customers have to know what they are buying. For example, Klaus K clearly explains what we stand for and what our products and services are like. The next step is to walk the talk.
How does customer experience relate to sustainability then? In our field sustainability is very important, especially for younger customers. Therefore, it pays to clearly show your commitment to equality, for example. Furthermore, the entire supply chain must be not only sustainable but also transparent.
Jenni Määttä, Quality Director at Forenom:
Good service flow is essential. Good customer experience is the result of being able to meet and exceed customer expectations. The best customer experience is carefully fostered over the years.
How can people be motivated to put their best efforts on better customer experience? I would say feedback is essential. Everyone has to know how they succeed in their jobs. When an employee feels properly responsible for their work, it inevitably translates into a better customer experience.