Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
Here are 3 tips to help ensure that your CS matches the promise of your CX:
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
They say that an ounce of prevention is worth a pound of cure. But how often do you apply that concept to your customer service? Most businesses wait for a problem to arise, and don’t make efforts to fix a problem until after a customer (or several customers) complains.
However, more often than not, a customer that has gotten to the point of complaining about something is one that is not likely to come back to your business.
So, rather than waiting around to fix customer complaints, here are 3 proactive ways that you can prevent those complaints from ever arising.
http://customerthink.com/3-ways-to-prevent-customer-complaints-instead-of-fixing-them/
Communication is everything in all types of relationships, especially when it comes to your customers. If you ever thought customer communication is overrated, think again – 70 percent of customers are willing to spend more with companies that provide excellent customer service. The way you interact with your customers has a direct impact on your bottom line. If they feel that they’re understood and treated with respect, they’re likely to keep doing business with you.
So what about when things go wrong? It’s inevitable, things happen. How you and your frontline handle the inescapable adversity can make all of the difference. Not sure how to go about it? Here are four simples ways to get you started.
https://customerthink.com/4-easy-ways-to-impress-customers-using-communication/
Everybody is talking about customer experience (CX), but like many other hot industry terms, it can mean different things to different people. I like the Wikipedia definition: “Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences during their experience.”
Marketing definitely has a significant role in supporting each of these components. But the old adage that marketing gets the customer and customer service keeps the customer is overstated. A reputation for great service can help the company get customers and marketing has an important role in keeping them.
http://customerthink.com/7-ways-marketing-can-boost-your-cx-performance/
Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
https://www.nearshoreamericas.com/are-you-sure-your-customers-are-getting-an-omnichannel-experience/
It’s no longer good enough to simply provide customer service. To truly be relevant and competitive in the marketplace, companies need to adopt a customer obsessed outlook and culture.
Customer obsession takes more than just offering services and products that customers might like and buy. To truly be best-in-class, companies need to not only deliver a customer experience that leaves a lasting, loyalty-inducing impression but also be constantly communicating with their audience. It’s these two-way conversations that help build deep, lasting relationships with our customers.
https://www.somos.com/blog/customer-obsession-starts-listening-customers/
In the age of social media, customers not only expect a meaningful two-way conversation but also insist that brands act on what they have to say.
At the same time, customers have become more demanding while their expectations continue to increase. In fact, almost two-thirds of the respondents’ expectations have risen compared to a year ago.
It all comes down to better customer service. Almost all respondents cited the quality of customer service as a determinant of their choice and loyalty to a brand, while 61% walked away from a brand due to poor customer service.
http://www.bizcommunity.com/Article/196/33/181466.html/
ne often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!
Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want. Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty.
Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.
https://www.comm100.com/blog/capitalize-on-customer-feedback.html/
Our members tell us what we are good at and where we need to get better. We use feedback from customer satisfaction surveys and industry measurements such as J.D. Power. This information is pure gold because you can dissect it to discover where you need to improve, says David Bano, chief claims officer at Nationwide. It’s like a math equation where you remove pieces to make customer interactions quicker and more convenient.
It’s important to listen to positive and negative feedback equally.
http://www.sbnonline.com/article/capture-customer-voice-generate-new-services/
When you think of Voice of Customer (VOC) Feedback, it’s exactly what it sounds like.
Voice of Customer Feedback is direct and clear feedback on your product or service straight from the mouth of the consumer/customer.
Whether you achieve this data through market research, surveys, or focus groups, it will provide you a competitive stance on your product or services, or what deficiencies your product or service has in the current market.
https://ledgeviewpartners.com/blog/how-to-use-voice-of-customer-voc-feedback-to-improve-your-customer-service-team/
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