A colleague recently ran into a very frustrating customer experience. This situation raises the question— why are so many companies placing the burden for good CX on the customer?
"After several unsuccessful attempts to pair a new smart home device with a product’s app, my colleague contacted customer service. In response to her inquiry, she was presented with a lengthy set of emails that detailed how she needed to completely reset her Wi-Fi router settings– in order for the app and device to work properly! Their attitude was that the customer had the burden of making many changes so their app would work properly!"
The company’s position was that the burden for good product results was on the consumer. The brand did not feel it had to accommodate customer’s reasonable needs!
So, ask yourself this: Are you making it easy for your customers to buy, use, and experience your products? And if you’re not, what changes should you make?
http://customerthink.com/two-tips-to-stop-placing-the-burden-for-good-cx-on-your-customers/
Running a business is no easy task. What distinguishes a successful business from an unsuccessful one? The answer is very simple. Businesses who have tasted success keep customers as their focal point. This revelation comes as no surprise since the different metrics that were used to calibrate success like revenue, customer retention, and churn narrates only bits and pieces of the entire story.
https://medium.com/survey-tips/voice-of-customer-tools-why-is-it-critical-to-your-business-a3844d905395/
Listening to your customers and using the feedback generated is widely considered essential to business success, so how do you make sure the your Voice of the Customer investment and activities will make a difference?
We looked at a recent report on the effectiveness of the Voice of the Customer by Temkin Group which reveals that while the majority of companies have customer feedback activity in place there are some key factors which are essential for success and which will help to identify the (often elusive) Return on Investment (ROI).
http://customerthink.com/voice-of-the-customer-whats-needed-for-success/
We care deeply about our customers.” “We put our customers first.” Or: “We ❤️ our customers.”
You’ve probably seen more than a fair share of brands use these taglines or some other similar phrase in order to profess their undying, indissoluble love for their customers. They pop it into their office reception areas, YouTube ads, business cards, staff lapel pins, About Us pages, social media bios, email signatures. If your company fits this description, it’s important to be honest and ask yourself: do these words ring true or hollow?
To truly demonstrate your company’s commitment to customers, you have to be able to understand them first. You have to know their thoughts and feelings, their wants, needs, opinions, and expectations. You have to develop your ability to understand and measure the kind of customer experience you’re delivering, so you can gain insights essential to showing genuine customer love. None of this would be possible if you don’t know how to manage customer feedback.
http://customerthink.com/your-2018-customer-feedback-cheat-sheet/
