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/
"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/
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.
https://www.forbes.com/sites/theyec/2018/05/07/11-founders-on-how-to-best-listen-to-customer-feedback/
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/
Data is no longer a level playing field. Companies that leverage AI and machine learning software have a leg up over competitors who are still only using data to look backwards. Research shows that 77% of high-performing customer service teams rate their ability to leverage artificial intelligence as excellent or above average. Companies that get predictive analytics right can greatly improve their customer experiences.
There are seven types of analytics we can pay attention to when it comes to customer experience. Each type helps gain better understanding of customers and improve the overall brand experience.
https://www.forbes.com/sites/blakemorgan/2019/01/16/7-kinds-of-predictive-analytics-for-customer-experience/
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/
Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy.
What happens, those naysayers ask, when your heart pushes you to take action that interferes with a long and prosperous future?
For example, let’s say you need to raise fees, but your customers disagree. Or you have policies in place to secure and protect your institution’s assets, but those policies feel unfriendly to your customers. How can making a decision that is best for customers also be a smart strategy for your business?
https://www.peoplemetrics.com/blog/an-introduction-to-building-customer-understanding/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Every survey response is a chance to either improve on a not-so-great experience, or to reinforce and continue building upon an already stellar experience.
Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you.
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
Customer experience is about being able to lure in new customers through impeccable customer service, but the experience also keeps current clients with a business.
You want to use the customer experience to maintain your current client list.
Attention to detail is the key most important thing when trying to formulate a customer experience plan. Small businesses have the advantage here because attention to detail is easier when teams are smaller and relationships with clients are more intimate.
http://customerthink.com/attention-to-details-how-companies-show-clients-theyre-paying-attention/
While customer service is often considered an expenditure to be reduced as much as possible using automated messaging and chatbots, Nathalie Couët of DashThis offers an insight into how personalized service can offer an incredibly positive return-on-investment for some brands.
https://www.martechadvisor.com/articles/machine-learning-amp-ai/chatbots-automated-messaging-and-the-death-of-customer-service/
