Tags: customer-experience*

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  1. If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
    https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
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  2. A recent survey by Stanford Social Innovation Review confirmed a surprising fact: in an era where customer feedback is ubiquitous in the for-profit world, both doers and donors in the social innovation sphere struggle to systematically understand the preferences and experiences of the people they are seeking to help: the nonprofit customer.

    To be sure, social innovators want to understand their client’s needs. The survey found that 88% of 1,986 respondents reported that “gathering feedback” was one of their priorities in measuring impact. But only 13% were using it as a top source of insight for improving services; and two-thirds said that lack of staff capacity and resources were the major barrier to implementing feedback systems.
    https://hbr.org/2019/02/why-customer-feedback-tools-are-vital-for-nonprofits/
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  3. I sat down to watch the finale of my favorite sci-fi series on a recent Sunday evening when I discovered that I had been locked out of my TV streaming service. After struggling to find a solution online, I fired off a tweet asking the company for help. The company responded a few minutes later: "I'm so sorry you're having trouble connecting to your account -- DM us your phone number, and we'll have a customer service representative call you back soon." I DMed my number, and asked, "Why can't you just help me here? And how long will it take to get a call back?"

    No response.

    After 10 minutes, I gave up and just called them (my least favorite way of getting help). I waded through a complex phone menu, then waited on hold for 20 minutes before finally getting through. Though the representative was very nice and resolved my issue quickly, it was too late -- I was incredibly upset that I'd wasted almost an hour of my Sunday evening for a pretty simple issue. I didn't care how sorry the company was, or how friendly the agent was when I eventually got through. I especially didn't care for hearing "your call is very important to us" every two minutes as my evening dragged on. I just wanted my problem solved quickly and easily, and ideally without having to actually speak to anyone. The same holds true for countless others today. Welcome to the era of the bullshit-proof consumer.

    Almost anything is now possible at the touch of a button -- ordering a taxi, controlling your home, running your business or even finding true love (or whatever kind of love you're looking for). But, customer service has fallen behind. Inspired by the Zappos model (phone anytime and speak instantly to a highly motivated customer service agent), many brands started training their agents to deliver the best possible service; to throw away the script and to be human, emotive and caring. But, maintaining this level of service at a large scale is expensive -- so expensive that the same brands began to make it increasingly difficult for consumers to actually speak to the agents they'd trained so intensely. Phone numbers became buried deep in websites, and phone menus were designed to encourage people to give up before they actually got through to anyone.

    Read the full article.
    https://www.entrepreneur.com/article/320202/
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  4. If you’re familiar with the Gartner Hype Cycle, you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not a technology (although technology supporting CX is becoming more and more prevalent in Gartner’s hype cycle), you may be observing a similar CX evolution in your organization and in the market.

    A new era of Customer Experience is upon us as CX moves steadily towards becoming a de facto strategic imperative for any organization seeking competitive differentiation and business growth in today’s marketplace. To provide some insight into the current state of the CX market, and provide a bellwether of how well organizations are actually able to quantify the impact of their CX initiatives as they seek to achieve competitive advantage, Customer Think just completed a new primary research study entitled “What Drives CX Success?” (sponsored by Verint).
    http://customerthink.com/5-ways-to-prepare-for-a-new-era-of-customer-experience/
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  5. If Walker’s report ‘Customers 2020: A Progress Report’ is to be believed, customer experience will be the key brand differentiator over price and product by the year 2020.

    If that be so, you as a business owner will need to improve the customer experience of people buying your product or service. Positive customer experience will make your customers keep coming back for more.
    https://www.bmmagazine.co.uk/business/9-tips-for-delivering-a-good-customer-experience/
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  6. How do you give your customers a personalised, positive experience with every interaction, while also optimising operational performance for the best business results? It’s something that even the most technologically advanced organisations struggle with. But working with Verint, a global leader in Workforce Engagement capabilities, we’ve come up with a way to make it easier.

    With that, here are three reasons to opt for a converged customer and workforce experience:
    https://www.tahawultech.com/insight/three-reasons-to-opt-for-a-converged-customer-and-workforce-experience/
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  7. Companies are obsessed with providing the best possible customer experience and for good reason. When something goes wrong along that journey–necessitating a call to customer service–getting the customer quickly back on track is critical to minimizing the impact on the experience. Companies are especially interested in how these interactions go and hunger for data to help ensure the best possible customer journey.

    Enter customer surveys. Done correctly, questioning customers about their service interaction is a great opportunity to gauge customer disposition and to correct service issues. Done poorly, surveys fall short of collecting actionable data and ultimately have a negative impact on customer experience.
    https://customerthink.com/are-your-customers-suffering-from-satisfaction-survey-fatigue/
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  8. What can marketers expect for 2019 – new year, same customers… the same, but different? In a marketing climate cluttered with data perspectives, too much is getting lost in the mix, including a focus on CX.
    https://www.marketingmag.com.au/hubs-c/sponsored-sas-blending-data-cx/
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  9. For modern business owners, tracking their customer and related experiences is really crucial to stay a step ahead of the competition. As the market says, customer experience (CX) is the key driver of any businesses’ success. With technological advancements, the business domain is now gifted with social media analytics as-well-as tailored software that track customer experience across multiple channels. In this article, we will be discussing how your small business can utilize these customer experience analytics and drive home your business-critical customers.
    http://customerthink.com/tracking-customer-experience-analytics-helps-small-businesses/
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  10. Alpharooms is one of the UK’s leading websites for discount hotels and flights, offering deals to over 220,000 properties around the world. Online travel bookings has largely become a commoditised marketplace that relies heavily on paid acquisition. Therefore price becomes a major factor in winning business – but in a market this big, no one can win on price all the time. Consequently, businesses need to generate value outside price and deliver a superior customer experience if they want to win market share.
    https://mopinion.com/alpharooms-selects-mopinion-to-help-aid-in-customer-experience-initiatives/
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Mopinion is a proud sponsor of User Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.