Learning about your customers has become a priority in business, informing everything from product development to marketing and customer service. It’s important that brands remain aware of the customer perspective as they make crucial decisions.
https://www.forbes.com/sites/deeppatel/2017/06/17/7-tools-for-learning-more-about-your-customers/#1dabd53a2f78/
Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A the Chief Amazement Officer of Shepard Presentations.
We talked to Shep as we were intrigued by his story and what we can learn from his vast experience in the industry.
https://customerthink.com/10-insider-customer-experience-tips-according-to-shep-hyken/
Time is money, and nowhere is that truer than in customer service. If you’re not respecting your customers’ time and valuing it as much as your own, your business, the experience it offers, and its bottom line will take a turn for the worst. However, if you respect your customers’ time, then your business will be one your customers return to…time and time again.
https://customerthink.com/improving-your-customer-experience-its-about-time/
"Having customers who are willing to give feedback about your product or service is a potential gold mine for your company and its growth. The important part is knowing when to listen to the customers and when and how to use their feedback to help your company become better. There are many different ways to accomplish this, and each one has a benefit. The input that you may need might depend on your company's current stage. It also could depend on the tools that you have to collect that information.
We asked members of the Young Entrepreneur Council for some insight on what to look for in customer feedback and how best to use it when it becomes available. "
https://www.forbes.com/sites/theyec/2018/05/07/11-founders-on-how-to-best-listen-to-customer-feedback/#789e988549aa/
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/
When it comes to brand loyalty, customers punish companies that fail to live up to their promise, but reward companies that deliver the best experience. Increased effort – whether that means waiting on the phone for over an hour, explaining a problem to multiple agents, or failing to resolve an issue independently – frustrates customers and encourages them to find alternative options. The amount of effort customers exert as they interact with a company’s products and services is therefore a crucial driver of overall satisfaction and loyalty. In addition to being a strong predictor of loyalty, effort can also reveal pain points within a customer’s journey, even if overall sentiment towards the brand is positive. For companies looking to reduce customer churn and improve overall experience, measuring effort cannot be overlooked. In fact, a Gartner study suggests that customers are four times more likely to become disloyal to a brand after an effortful experience with customer service.
https://customerthink.com/earning-an-a-for-effortless-uncovering-insights-in-customer-effort/
Bad or non-existent customer service is proven to cost more than sustainable customer experience management practices. Just look at the statistics:
+After a bad experience with a company, 22% of consumers decreased their spending and 19% completely stopped doing business with a company.
+ Compared to detractors, promoters are 4.2X more likely to buy again and 5.6X more likely to forgive a company after a mistake.
Sound impressive? It does to me. But in spite of this data, only 11% of large companies have strong customer experience programs, and 62% of companies cite inaction on customer experience (CX) metrics as their key problem.
https://blog.hubspot.com/service/customer-feedback-culture/
Customers play a very important role in any business. They determine the growth potential of the company by sharing a better picture of what’s working and what’s not. Therefore, entrepreneurs should not overlook the importance of customer service. Your business will surely fail if you are unable to meet the needs of today's customers. The service can actually vary from company to company, but the key elements to turn customers into longtime clients are timely responses, open communication, reliability and product knowledge. One should never underestimate the importance of happy customers!
https://www.entrepreneur.com/article/314733/
Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.
That at least is the secret sauce for the customer experience team at US burger chain, Wendy’s, who took to the stage at Salesforce Connections this week to share how the brand transformed its customer service management programs in order to better meet customers in the channels they want to engage through.
https://www.cmo.com.au/article/642471/how-wendy-cx-team-harnessing-social-digital-service-successfully/
Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes. Continuous training is delivered in bite-sized sessions, incorporating both technical knowledge and personal skills development to deliver better customer service.
So, how do you create a contact center environment that both motivates agents and enables great customer experience?
http://customerthink.com/the-value-of-continuous-insights-driven-agent-feedback/
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