Improving CX Customer Experience for Mediation Clients
Mediators and conflict resolution experts should use the power of CX to build and manage a successful mediation practice. - Mediate to Go
CX Solutions for Mediation Services Clients
We know that being a successful mediator requires a wealth
of knowledge and experience in conflict resolution. For a job in mediation,
we pursue academic studies and seek voluntary positions to start a successful practice.
We are accustomed to learning from our clients and from our peers before,
during and after the mediation process to improve our practice. We ask
ourselves; what worked, what could work better, and what must be changed to
improve the process.
Unfortunately, we often overlook the importance of looking
at our mediation
services practice as a business.
Looking at our clients as customers
can provide a great deal of insight that can increase the viability of our mediation
How to improve the customer experience
Key to any successful business is treating the customer
as the prime resource. If we don’t have customers, we don’t have a business,
and if we don’t have a business, we can’t put food
on the table. This blog is designed to
help you as a conflict
resolution expert develop new insights into running a successful
alternative dispute resolution practice, especially one focused on providing mediation
services. Questions include: how to
improve the customer experience, ways
to improve customer experience, improving
customer satisfaction and implementing
a customer experience improvement program.
1. Customer experience CX for mediators and conflict coaches
A mediator’s potential customers use technology as a primary
form of communication, so start using technology in your practice, or risk
missing out on future opportunities. Our blog on generational
differences provides a great deal of insight into this area of improving
services practice. Mediate to Go
provides tools for conflict resolution experts to help them improve their
practice. Our technological
features provide a means of improving CX with easy-to-use features for
experts in the field.
2. How to improve the
In addition to using
technology in new ways, you should look at every client interaction as a
learning experience. This is key to CX
customer experience. Constantly seek feedback through active
listening, and record important data to review later. This is the key to
know how to improve the customer
experience, or CX. A focus on CX
customer service means understanding your customers in new ways. For many
mediators, this includes a customer
satisfaction survey after each mediation
services session, for others it might include discussions with clients
during the session(s). A follow-up survey might provide an additional tool to
better understand the impact of your services. If clients were unhappy with the
CX you provided, a follow-up survey gives you another opportunity to address
their concerns and create some positive word of mouth. We recommend using each
of the aforementioned methods and any others you find useful. Before you even
start your practice, do a focus group to
better understand your client, so that their first experience is positive.
3. Ways to improve
After understanding your customer better and what they want
in terms of an experience with you, then address the ways to improve their CX.
Look at all of the data collected and conduct a SWOT Analysis, which is a
means of analyzing Strengths, Weaknesses, Opportunities and Threats of your
business. Business consultants frequently use this tool when helping companies
better meet their customer’s needs. Ask for the help of a neutral third party or facilitator
to conduct the SWOT
Analysis so that you have someone to challenge your thinking and provide
more insights into the customer’s feedback.
4. Improving customer
In addition to addressing weaknesses in your CX,
think about what you can do to add value to your mediation
services process. We recommend using Mediate
to Go to improve your CX with various tools, including digitized legal agreements
and secure messaging. These
tools are an innovative way to improve each interaction with your client(s). Digitized legal agreements provide
an ease-of-use that modernize the mediation process in a fun yet professional
way. Secure messaging creates an
experience for the customer so they feel increased security when communicating
private information with you. This can build
and improve trust,
which is key to improving customer satisfaction and overall CX.
5. Implementing a
customer experience improvement program
“…activity of planning and organizing people,
infrastructure, communication and material components of a service in order to
improve its quality and the interaction between service provider and customers”
Taking CX seriously will help improve your business overall.
Be sure to ask for the help from a qualified Service Design Specialist. Learn
more about it with this video.