How do we know our customers are happy? How can we find out if we’re doing a good job? Or maybe more importantly, how can we find out if we’re doing a bad job?
We need to know what our customers, clients, members, guests, etc., think about doing business with us. It’s validating to know we’re doing a good job. And, if we happen to learn that we’re not, then we can do something about it. Not just for that individual customer who has a complaint, but for all future customers who might have the same complaint. So, how do we find out?
https://www.forbes.com/sites/shephyken/2016/07/16/nine-ways-to-get-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/
Consumers have grown more confident of voice-enabled technologies, and are uttering “Alexa”, “Okay Google” and “Hey Siri” more than ever before. Online sales of voice devices were up 103% year-on-year, with 22% of voice device owners already use their devices to shop using voice commands, according to Adobe Analytics Cloud data in 2017.
Just last month, Fintech Innovation reported on how customers of OCBC bank in Singapore can now check their bank account balances and various information using Siri, Apple’s virtual assistant.
https://www.enterpriseinnovation.net/article/how-brands-can-harness-voice-more-personalized-experience-767673185/
My crystal ball says winning experiences will deliver.
I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess.
I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery) pitted against traditional retailers who will rely on (reasonable prices, reduced customer effort, sufficient selection, and immediate product availability). Ok, I imagine some of you are saying, “That isn’t a prediction. That is a description of the current state.” To that, I might generally agree – with an evolving caveat!
http://www.customerexperienceupdate.com/?open-article-id=8022469&article-title=the-future-of-customer-experience-delivery&blog-domain=josephmichelli.com&blog-title=michelli-experience/
Metrics, metrics, metrics. The word gets thrown around a lot. How do we establish and define them, let alone use them? And which metrics are actually useful and yield the best results for our businesses?
All hail the Customer Effort Score (CES)!
Customer Effort Score, established in the HBR article “Stop Trying to Delight Your Customers” is a metric that allows companies to determine how to reduce the amount of effort customers have to put in to achieve their intended goal. Businesses measure CES by asking just one question: “How much effort did you personally have to put forth to handle your request?”
The HBR study led to the development of CES because of these two conclusions: First, customer loyalty is built by reducing effort—defined as the work they must do to get their problem solved—not through over-the-top customer service. Second, focusing on reducing effort alone can lead to lower customer service costs and higher customer retention. By assigning ratings from 1 to 5, with 5 representing very high effort, CES measures the effects of how companies can create a more effortless customer experience.
http://customerthink.com/make-it-easy-how-to-improve-your-customer-effort-score/
In part 1 (Going Beyond Lean Thinking to Define Value) of this column, I challenged how the lean tenet regarding delivering value to our customer has been practiced. I discussed the imperative need to understand your customers' needs without just asking them and shared that observation is key in this process.
Clearly understanding what the customers value and why they value it helps with waste elimination. There are three wastes that are most prevalent when we don't understand our customer.
http://www.industryweek.com/operations/serving-your-customer-observation-and-feedback/
User experience (UX) design is the process of building relationships between products and prospects or customers through a digital or physical experience that involves engineering, marketing, graphical, industrial and interface designs. UEGroup CEO Tony Fernandes in an interview with CMSWire called UX design an “interactive brand experience that takes the place of establishing credibility and connection in the way that logos and taglines did in the past.”
https://www.cmswire.com/customer-experience/what-is-user-experience-ux-design/
Is your webshop built using Lightspeed’s ecommerce software? Then we’ve got great news for you. All-in-one feedback analytics software Mopinion and ecommerce software provider & global leader in Point-of-Sale systems, Lightspeed have joined forces. The result? A new app integration in the Lightspeed app store which enables Lightspeed webshops tMopinion software now available in Lightspeed app store o easily capture feedback from their online visitors using easy-to-install, customisable feedback forms. The webshops also have access to advanced reporting and analysis capabilities that will provide them with the insights they need to improve overall performance and the user experience of their webshop.
https://mopinion.com/mopinion-software-lightspeed-app-store/
People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal.
I won’t spend an inordinate amount of time on this because we all know and dislike silos. We have built an awareness of the problem, and we have an accurate model, so our task is to put our heads together and figure out how to stop them.
As it turns out, customer experience unlocks a radical capability of mapping the customer journey. This sounds innocent enough, I’ll admit, but if you look deeper you will see that this fundamental process is anathema to silos. To destroy silos, all you need to do is focus on changing customer journeys.
https://customerthink.com/break-silos-with-this-secret-customer-experience-weapon-cascading-collaboration/
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/
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