CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
For Shaun Wilton, Deb Heaphy and the rest of the CX team at Carsales.com, being at the top of their game is no reason to rest on their laurels. Working with technology from Zendesk, the team has dug deeper into customer insights to create a voice-of-customer (VoC) approach that seeks to deliver the best outcome for customers in all instants.
https://www.cmo.com.au/article/634161/how-carsales-lifted-its-cx-game-through-fresh-voice-customer-program/
Customer-centricity is integral to culture, a precursor to strategy and essential for sustained customer growth and retention. However, companies don’t get to decide how customer-centric they are. That’s decided by their customers.
For companies to understand, manage and profit from customer-centricity, they must implement an objective scoring system, create a performance baseline, and report results to know when customer strategies are working or course corrections are needed.
http://customerthink.com/how-to-measure-customer-centricity/
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/
Head of digital and customer marketing talks about the marketing technology transformation she's led and how executive buy-in and cultural change was achieved.
https://www.cmo.com.au/article/635405/how-village-roadshow-brought-voice-customer-into-heart-business/
Silicon Valley can at times seem like an idea factory, a Wonka Chocolate wonderland for inventing the future and disrupting the status quo. Belief in that idea has launched a thousand startups.
So what if only a few reach the farther shore? That’s normal: new ventures and pursuit of the next big idea are a high-risk proposition. The next big idea rarely emerges fully formed.
https://www.cmswire.com/customer-experience/looking-for-your-next-big-idea-ask-your-customers-and-really-listen/
Personalization is a popular idea for brands and consumers alike. But few brands are able to deliver on customer expectations.
Ernan Roman of ERDM conducts specialized VoC research to identify high impact CX strategies which generate significant increases in revenue. In this video, Ernan shares how to “crack the code” for personalization success.
http://customerthink.com/powerful-personalization-how-to-provide-value-and-avoid-creepy/
Voice of Customer (VoC) technology presents as a digital loop closer for many of the systems which interact with the customer and produce data for driving better customer experience (CX).
With the rise of CX as an aspiration and a concept, VoC solutions have followed in their wake as a practical way to obtain, analyze and measure customer feedback across multiple channels. Many of these solutions can be automated and integrated across other systems and solutions.
https://www.cdotrends.com/story/14239/pumping-volume-voice-customer/
As a product manager and usability expert, I work with both marketing and R&D teams to deliver a product that meets users’ needs and expectations and provides value.
Our approach is to build a product with a strong base that offers most of the expected capacities considered important for our particular domain. Then we bake in the capability for customers to build what they need to adapt to their specific context.
https://www.cmswire.com/customer-experience/put-voice-of-the-customer-feedback-into-action-with-the-usability-approach/
Do you collect customer feedback? Are you using it to address the problems your customers actually experience? You may have found that Net Promoter Scores are great for learning what customers feel, but don’t provide specific insights.
Unstructured comments are rich with detail, but with over 80,000 comments per month coming into Atlassian, it’s Voice of the Customer team couldn’t effectively categorize and measure what that information meant.
https://customerthink.com/rufing-it-out-with-customer-feedback-knowing-the-why/
Have you ever been surprised to learn your client’s issue was more complicated than you thought? Or what you thought was the issue was something else entirely? It can happen because people struggle to disclose the pertinent details during emotional times. Wouldn’t it be great if there were a simple, repeatable process you could use to get the most out of a client conversation?
Suppose a client comes to you and wants to talk about an issue. Here’s a three-step process to become a perfect listener:
http://customerthink.com/solve-customer-problems-by-becoming-a-perfect-listener/
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