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/
Examining your customer’s sentiments towards your service is essential, especially if you wish to better understand and improve your customer’s experience with your services. If you’re looking to do so, the best way may be to simply ask them.
Here are various tips to gather quality customer feedback to improve the services you offer:
https://www.readitquik.com/articles/business-support-solutionsservices/9-ways-enterprises-can-improve-their-services-with-quality-customer-feedback/
If there’s one thing we know for sure, it’s that customer experience is the fundamental driving force behind eCommerce as we know it. Gartner predicted that by this year, more than 50% of organisations would implement significant business model changes in a bid to improve their overall customer experience. So clearly we’re not just talking about the importance of having a picture-perfect online store here. Not even close. Because, in reality there isn’t a single aspect of the eCommerce journey where customer experience isn’t important. From website navigation to the checkout process, to shipping and logistics, to returns – there’s an opportunity at every step of the process to provide your customers with a positive experience or a negative one.
https://internetretailing.net/customer/customer/4-ways-that-online-retailers-can-gather-quality-feedback-to-improve-customer-experience-18019/
In the current competitive auto market, having an online presence is a must. Before they even set foot in your door, chances are the majority of your customers will have checked you out online. Websites and social media function as extensions of your dealerships. They are virtual showrooms where customers can view your newest models, meet your team and get to know your dealership’s culture.
However, not all online presences are created equal. Though almost anyone today can create a site or put up a dealership Facebook page, if not executed properly, these online tools can cost you customers. It’s vital, therefore, to be able to evaluate your online customer experience so you can ensure their digital interactions are ones that motivate them to take the next step: coming over for an in-person transaction.
This is where mapping comes in. Mapping is a process that allows you to gauge which aspects of your online strategy are working and which need to be done away with pronto! It does this by using customer feedback to create a visual representation of what your clients experience when interacting with your online platforms.
https://www.cbtnews.com/mapping-your-online-customer-experience/
When it comes to improving customer satisfaction, doing customer feedback correctly delivers arguably the single biggest return on investment. There are many other noble initiatives you can take to improve your customers’ experience, but without a good feedback program, they’re just icing on the cake.
How does feedback live up to this promise? Let’s have a look at all the benefits it unlocks:
https://www.surveway.com/the-9-game-changing-benefits-of-gathering-customer-feedback/
To improve customer experiences, brands are increasingly turning to data to give them insights and direction. Some of the benefits include helping brands personalize the customer experience. This creates a more enjoyable and memorable moment for customers. In return, they can become repeat customers. Plus, they may tell others about their (hopefully) great experience. Also, a company can pinpoint what works and what needs improvement with the current CX strategy.
https://www.forbes.com/sites/steveolenski/2018/07/26/using-data-to-transform-the-experience/
If your website isn’t customer centric, you’re missing out on sales. Customers have a plethora of options online, and if your website fails to meet their standards, you’re not providing a great customer experience. There was a time when customer centric websites weren’t a concern.
You would create a site, launch it and users didn’t mind going through hoops to buy your products or use your service. And then in 2016, just 1% of businesses in the United States said that they were working to give their customers a better experience on their website. If you want to update your website with a focus on being customer centric, you’ll want to follow the tips below:
http://customerthink.com/building-a-customer-centric-website/
Customers are providing companies with more feedback than ever before, and it represents a valuable source of data which can be used to improve the customer experience. However, in many large organizations, this data simply sits in silos, with teams tending to use the customer data they collect for their own needs only.
For instance, a digital team will use site feedback for website enhancements, while the contact center will use post-call surveys for improving agent performance. Data is rarely shared across departments for the broader purpose of improving the customer experience.
This begs the question, why don’t departments share customer data with each other? Some of the reasons I’ve heard may sound familiar:
http://customerthink.com/share-your-data-the-way-kids-share-their-toys/
How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately after buying something online or get a phone call a few days after an interaction with a service representative, you'll likely agree that you rarely enjoy the experience.
In fact, you probably ignore most survey requests unless you have something very positive or very negative to say.
https://www.entrepreneur.com/article/316351/
Customer-centricity is the discipline of attempting to see things from the customer’s viewpoint rather than from your own, including the essential understanding that those who are “in the business” simply know too much, from too internal viewpoint, to be truly customer-centric without making a conscious and disciplined effort.
As a customer-centricity consultant, specializing in using this discipline to transform companies’ customer experience, I strive to keep the concept simple, since it truly is simple, at its core: The goal is to keep the customer’s viewpoint and the customer’s ultimate wellbeing at the center of everything a company does. (I doubt I even need to draw you a diagram, but if I did, it would be a circle with the customer in the—you guessed it—center. All of our actions, at all points around the circumference, would be undertaken in response to our focus on that center point.)
https://www.forbes.com/sites/micahsolomon/2018/07/14/strategy-and-tactics-for-customer-centricity-consulting-vs-ideating-your-customers-experience/#2bb0c37c274e/
