Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret to better experience is really quite simple. All you need to do is listen.
Consider this. I recently spent 63 minutes glued to my phone trying unsuccessfully to resolve a health insurance issue. Five phone calls. A dozen transfers. Multiple hang-ups. Inconsistent information. Contradictory advice.
Come on now, I wondered. Is this any way to treat a customer?
http://customerthink.com/the-most-amazing-customer-experience-starts-with-your-ears/
Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities.
https://customerthink.com/are-small-businesses-missing-out-on-customer-experience-as-a-way-to-grow/
As a business owner, you're always trying to give your customers the best experience. You can't be perfect at pleasing everyone all the time, though - each customer comes to you with different expectations, and it's impossible to predict what all those expectations might be. What you can do, however, is learn how to handle feedback in a graceful way, so that you can turn any negative customer experiences into a positive. Here are five ways to do just that:
http://www.cogointeractive.com/onlinemarketingblog/5-ways-to-turn-negative-feedback-into-a-positive/
As more companies make experience their business, they are also coming to the conclusion that everyone across the organization is responsible for customer experience, not just the marketing department. That includes unusual suspects including community relations, sustainability, and talent aquisition teams.
At last month’s CES, Adobe met up with executives from various disciplines for a series of podcasts in which they discuss their roles in the customer experience. Tune in.
http://www.cmo.com/features/articles/2018/1/31/adobe-exb-podcast-series.html#gs.ncKhDVc/
As a result of their experience today, how likely do I think it is that my customer will come back?
The key to this question is answering it with complete, sincere honesty. It relies on the person answering it to have actually put themselves in the shoes of their customer so they are able to answer the question with complete honesty. If you wanted to ‘test’ the principle, asking the same question to your customer (independently of the employee) would be fascinating.
http://www.customerexperienceupdate.com/?open-article-id=7884429&article-title=the-customer-experience-million-dollar-question--will-my-customer-come-back-&blog-domain=ijgolding.com&blog-title=ijgolding/
Customer experience is hot on the agenda of most, if not all, businesses. In a world changing at dizzying speed, a single-minded focus on the customer is our defence against disruption. So why are so few doing it well?
The reality is that customer experience often falls through the gaps. The Digital team are cranking on conversion, Marketing are trying to return value back to the business, and Operations are flat out keeping the train on the tracks. For the Exec, while great in theory, investing in customer experience can look expensive and risky. Sound familiar?
https://www.wolffolins.com/how-to-drive-change-in-customer-experience/
There are many customer experience journey maps in the world – beautiful ones, ugly ones, complicated ones, intriguing ones, short ones, long ones and some more impressive ones than others. What does amaze me though is how much focus there still is on processes and procedures and how little focus on emotions, feelings and values (for both internal and external customers). True, if the basics of procedures and processes are in place there might be less frustration for customers, but if this is the only consideration and looked at in isolation, I have a problem with it. Humans are more complex than this – systems are static and can usually be fixed, but add humans into the mix and things gets complicated. Its messy and un-predictive, but herein lies the secret…
http://customerthink.com/customer-experience-journeys-without-emotion-built-into-it-will-make-companies-cry-in-the-end/
When you have a customer service team that answers emails and messages on social media, takes phone calls and places orders, it’s easy to become removed from your customers’ experiences. Without your personal touch in your company's customer service experience, you may be withholding your unique spirit and style from your customer base. It could soon start to take on the values of your employees who were here yesterday but may not be there tomorrow.
https://www.forbes.com/sites/forbesnycouncil/2018/03/02/dont-fear-your-customers-the-power-of-personal-connections/#49c0660a1bc6/
User onboarding is the period in which your business is likely to receive the most feedback and support questions from your customers as they want to get started using the product. This makes onboarding an ideal moment to learn from your customers and use those learnings to improve.
https://mopinion.com/user-feedback-the-secret-to-successful-user-onboarding/
In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much?
One answer to this question is digitization. Our competitors are able to deliver greater levels of efficiency and effectiveness through digital technologies. So, in order to compete, we also need to be digitally adept.
But is technology the cause for disruption, or is it a mere catalyst? I will support the latter claim, that technology does not cause the incredible success of disruptors but only enables success. Keeping your customers happy is the more direct source of value.
http://customerthink.com/which-is-more-integral-to-success-digitization-or-customer-experience/
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