As information becomes more available and for free, thanks to the Internet and social media networks, product differentiation in one category is becoming more and more difficult.
As a result, businesses need to focus on customer experience to set themselves apart from their competitors. Customer experience is defined as a series of interactions between a customer and an organization throughout their business relationship. The interaction begins from the moment the customer hears about the business all the way to making a purchase of the product or service.
https://www.entrepreneur.com/article/313807/
Feedback, as they say, is a gift. Research bears this out, suggesting that it’s a key driver of performance and leadership effectiveness. Negative feedback in particular can be valuable because it allows us to monitor our performance and alerts us to important changes we need to make. And indeed, leaders who ask for critical feedback are seen as more effective by superiors, employees, and peers, while those who seek primarily positive feedback are rated lower in effectiveness.
https://hbr.org/2018/05/the-right-way-to-respond-to-negative-feedback/
When we think of contact centers, we can no longer think of them through our traditional lens of a call center. Technology and the age of digital transformation have caused major disruptions in the traditional call center world.
Consumers are demanding to be met on their terms and via their preferred channels. The changing technology landscape has allowed consumers to take full advantage of how they choose to interact with businesses. With the onset of technology platforms from cloud communications to mobile phones, virtual agents, BOTS and social media, consumers are demanding a much more consistent, robust and rewarding experience from purchase through service.
So, what does this mean for the insurance contact center world?
https://contact-center.cioreview.com/cxoinsight/digital-transformation-provides-opportunities-for-customer-experience-nid-26493-cid-66.html/
Online survey and questionnaire tools are great for gathering insights from your customers – especially as it pertains to your online performance and overall customer satisfaction. Unlike in the past when creating a survey used to be quite a tedious process, online survey tools make the survey-building process quick and easy – enabling you to send out surveys within minutes. And as you can imagine, these types of tools caught on quickly. And now we are presented with the challenge of choosing the right online survey tool out of a sea of tools that – at a glance – all seem to offer the same features. One tool in particular, however, which has become quite popular in recent years in Survicate.
https://mopinion.com/survicate-alternatives-competitors/
GDPR may be one of the hottest topics in the business world today, causing many organizations to rethink and revise how they approach many of their everyday practices.
The General Data Protection Regulation, or GDPR for short, aims to increase the protection and privacy of personal data, also known as Personally Identifiable Information (PII), for all EU residents.
In the age of the GDPR, consent and managing individual’s rights are crucial. Because of this, Voice of the Customer (VoC) research may become an even more important source of data and insights to marketers wanting to understand better and improve the Customer Experience (CX).
In this post, we look at why.
https://www.iperceptions.com/blog/voice-of-the-customer-gdpr/
Translink aims to give its customers a personal, relevant and seamless online experience using a mobile-first approach – so that customers can access their personal OV-data at any time or place.
Here is their feedback story...
https://mopinion.com/translink-provides-seamless-online-experience-with-customer-feedback/
More often than not, an organisation will analyse customer feedback, pick the most common denominator and seek to fix the problem quickly.
If this is you, unfortunately, you are doing it wrong.
Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story.
Just because your satisfaction levels have fallen may not be due to a faulty product as first predicted – you might need to look a bit deeper to discover that actually, the customer service hasn’t been satisfactory or the website is too confusing when purchasing items.
Whatever it may be, the common denominator doesn’t always mean it’s right. So, the data is in front of you, but what next?
http://customerthink.com/how-to-understand-the-truth-behind-customer-feedback/
For several years now, I have seen financial institutions invest heavily in enterprise feedback management (EFM) systems. These platforms (or portals) certainly make it easier to digitally survey customers using email or text after every transaction. But that doesn’t paint the full picture. There is a downside.
https://www.greenwich.com/blog/drowning-data-%E2%80%93-making-customer-feedback-actionable/
Customer Experience (CX) is quickly becoming the key brand differentiator for organisations. To be able to compete on CX, organisations must continuously be improving on it. And, to be able to improve the CX, companies must listen to and address customer needs.
Voice of the Customer (VoC) has been defined as the process of capturing customers’ experiences and sentiments on products, services and the brand. A VoC programme is used to gauge how well an organisation is doing with its CX strategy. In fact, VoC enables organisations to deliver better experiences. Thus, organisations must have rich VoC programmes to optimise the CX.
https://www.mycustomer.com/experience/voice-of-the-customer/why-your-customer-feedback-isnt-actionable-and-what-to-do-about-it/
I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement.
In the spirit of sharing best practices, we at Heart of the Customer put together our Top 10 Reasons that Journey Mapping Projects Fail, a la David Letterman.
Without further ado, let’s proceed!
http://customerthink.com/the-top-10-reasons-customer-journey-mapping-fails/
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