As a result of the current crisis, the last few months have brought major change to the way many companies operate. Most – if not all – employees were urged to work at home full time, which completely threw a wrench into their routines and communications, especially with other team members. Meanwhile many companies fared well despite the new circumstances. Their secret? Team Chat Tools. Thanks to team chat tools, time and distance no longer play a role. Teams can easily communicate with fellow team members in real-time, wherever and whenever.
https://mopinion.com/en/best-team-chat-tools-for-remote-work/
Customers are all that really matter. You can build the slickest products in the world and offer seemingly amazing services, but if people aren’t buying and using them, it’s all for naught.
Internal stakeholders talk about customers all the time, but rarely beyond the anecdotal or hypothetical context. “I heard” or “I think” customers want something is about as deep as most folks go. But, to provide a solution that is valued, loved and appreciated, companies need a far deeper understanding of what customers really desire and care about. This insight can’t be stored in isolated pockets of the company, nor can organizations rely on a single “customer expert.”
https://community.uservoice.com/blog/how-to-foster-shared-understanding-of-customer-needs/
While a technical background is a mandatory prerequisite for becoming a product manager, there are some technical skills worth having in your toolbox as a PM. The good news is you don’t need to go back to school to master these technical competencies either. The skills we’ll discuss in this article won’t put you in competition with your engineers or make you smarter than your system architects. But they WILL make you faster, more independent, and more knowledgeable about your product and your users.
https://community.uservoice.com/blog/technical-skills-every-product-manager-should-know/
Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, or CX, continues to permeate discussions among leadership teams, service teams, product and marketing teams, and board members as it becomes increasingly clear that winning today is as much about how customers feel about a brand’s offering as the offering itself.
An entire industry has grown up around the measurement of customer satisfaction (CSAT). It arrived on the scene a few decades ago, even before the internet drove customers online, where interactions could be scored based on what customers and prospects did that would lead to a sale -- or no sale.
https://www.forbes.com/sites/forbestechcouncil/2019/09/25/better-than-csat-surveys-really-knowing-your-customers-are-happy/#197024d43e46/
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
How do you get loyal customers? A great customer experience (CX), of course.
In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy.
An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program, also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.
In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
https://www.business2community.com/strategy/nps-ces-csat-which-one-is-the-best-metric-02242935/
Customer experience in the travel industry has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to tell you what the cheapest deals are – you can even find out things like when’s the best time to book, making sure you always secure the lowest price.
While this all sounds like great news for jetsetters, it does mean travel brands have entered a race to the bottom in terms of price, leaving customers scratching their heads when it comes to working out which service is actually best. After all, short of operating at a loss, brands can’t afford to keep slashing their prices, they need to find other ways of standing out in a crowded market.
The most obvious way of doing this is by offering a customer experience that cruises 35,000 feet above the competition – and we don’t just mean lavishing on the free bubbly. As anybody whose luggage has ever ended up in Bangkok when they’re in Birmingham will tell you, travelling is loaded with opportunities for things to go wrong.
This goes to show, a great customer journey isn’t just about the added extras, it’s about the way brands handle problems – and for a one-way ticket to improving in this area, you need plenty of customer feedback.
https://uplandsoftware.com/rantandrave/resources/blog/why-brands-must-capture-feedback-from-the-silent-traveller-to-improve-cx/
"We put the customer first!"
You've definitely heard this phrase before -- and probably from more than one company. This statement is a foundational promise in countless mission statements, website headlines, and choruses of customer service teams everywhere. Today, it's hard to find a company that doesn't say, "we put the customer first" in some part of their messaging.
But here's a tough question: how many of these companies go beyond a marketing message and actually take the necessary steps to put their customers first?
According to new HubSpot research -- not nearly enough of them. We found that an astonishing 42% of companies don't survey their customers or collect feedback.
How can your company claim to put the customer first if you aren't making the effort to listen to what your customers have to say?
https://blog.hubspot.com/service/state-of-service-2019-customer-first/
Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience.
Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post.
The most common channels
There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home):
Websites: refers to customers visiting websites to gather information about a company. Can include both mobile and regular versions of the website.
Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it.
Contact Center: an important touchpoint where customers call for more information or assistance. Online chat is another part of modern contact centers.
In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel.
Field Services: customers interact with a company in their home.
https://www.business2community.com/customer-experience/consistent-feedback-around-all-customer-touchpoints-02240513/
Discover new ways of meeting customer expectations by going straight to the source! Ask your customers directly what they think of your website / mobile app.
https://marketplace.mopinion.com/survey-templates/cx-customer-feedback-survey/
What can we learn from Netflix’s attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, ‘with Netflix’?
The ultimate example of a company disrupting an industry with customer experience?
Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. An impressive feat, considering the company not too long ago was a small upstart facing up against the goliath of it’s time in Blockbuster. The rise of the entertainment platform is a true tale of disruption.
In this article, we’ll dig deep and explore what lessons you can learn from Netflix. The goal of the post is to distil some of the actionable key takeaways for customer experience practitioners. Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making.
https://www.business2community.com/customer-experience/the-relentless-pursuit-of-the-perfect-customer-experience-a-netflix-story-02240302/
