That’s not because we lie, although we do surprisingly often. According to a study, 60% of people tend to fib at least once within ten minutes of meeting someone new. 1 » But the truth gap between our words and feelings isn’t always deliberate. We’re just naturally bad at articulating what makes us happy.
An increasing number of marketers are abandoning questionnaires and replacing them with more scientific techniques to probe what’s really on their customers’ minds. And when it comes to measuring a better customer experience, CX professionals should do the same.
http://customerthink.com/closing-the-thinking-vs-feeling-gap-with-electrodes-not-surveys/
There’s just a few weeks to go before the General Data Protection Regulation comes into effect, with every organisation that handles customer data considering the impact and preparing for change. So, what do you need to know about the impact GDPR will have on Customer Experience?
https://customerthink.com/gdpr-and-customer-experience-everything-you-need-to-know/
Customer experience is more like an iceberg. You could see the numbers and trends on the surface, but dive deep down and you’ll discover what actually drives it and, more importantly, how your company can achieve business goals making improvements on the basis of customer feedback. So why should you collect text feedback rather than scores?
http://customerthink.com/customer-feedback-is-much-more-than-a-score/
It’s already well established that if your business relies on consumers, you need to be surveying them to ensure they are happy and will return… often! Satisfaction Surveys enable you to tap into your greatest source of learning: your current customers. Not only will you find out what your customers think of you, you will discover how to make them loyal, increase sales, and how likely they are to recommend you via the Net Promoter Score.
We understand that some clients are wary to start a Customer Satisfaction Program because they are concerned the submission rate will be low and, therefore, neither reliable nor actionable. So, how do you boost your Customer Satisfaction survey responses?
https://abovebenchmark.com.au/customerexperience/
Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently.
In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents. Today the only way to maintain this human touch is through an intelligent combination of human and digital engagement that I call the “humanoid touch.”
https://www.cmswire.com/customer-experience/the-humanoid-touch-how-ai-is-changing-customer-experience/
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/
As a customer, we’ve all experienced customer service calls that feel impossibly difficult. Maybe you couldn’t find a way to contact the company. Maybe they made you jump through hoops to get what you needed. High effort experiences are these interactions that make you work really hard to get answers. And they are one of the fastest ways a company can lose customers.
The CEB broke down the important parts of designing a low effort experience into four pillars:
https://customerthink.com/four-pillars-of-low-effort-customer-experience/
Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. Leaders have always delegated, but what makes holacracy different is that it delivers real control and responsibility. This is not delegation but actually a far more interesting and human activity of giving up power, distributing trust among an organization’s workers.
https://customerthink.com/what-can-customer-experience-take-from-holacracy-and-other-self-organizing-business-models/
Artificial Intelligence is everywhere. From Google’s Arts & Culture App—which uses facial recognition technology to match selfies to thousands of artworks—to Pizza Hut’s plans for driverless pizza delivery.
The application of Artificial Intelligence to improve the customer experience is on the rise. In fact, this year the Consumer Electronic Show featured its first ever Artificial Intelligence Marketplace to showcase the latest innovations designed to perform human tasks. Products ranged from big data analytics to speech recognition to advanced decision-making to predictive technology. Many of these solutions are already being leveraged by great companies to add a magic touch to their services.
Are you taking advantage? If not, here are three ways you can apply Artificial Intelligence to improve your customer experience.
https://customerthink.com/3-ways-to-apply-artificial-intelligence-to-improve-your-customer-experience/
When considering the imminent implementation of the General Data Protection Regulation (GDPR), it is understandable that many organisations may see the application of stringent privacy laws and the ability to personalise the customer experience as opposing ideals. But with the deadline just a month away, it’s time to have a swift rethink.
GDPR should, in fact, be thought of as a key feature for improving the overall customer experience, not a hindrance. The new rules aim to protect as many rights as possible when it comes to how consumer’s data is stored and have been developed holding the EU data subject as a central priority. Therefore, if a customer desires and, indeed, consents to a personalised experience, organisations can – and definitely should – ensure that they receive one.
https://www.itproportal.com/features/personalising-the-customer-experience-in-the-midst-of-gdpr/
