One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale, but after the sale as well, you need to listen to your customer during every conversation.
Speech Analytics lets you harness the power of voice of the customer insights by enabling you to automate the monitoring, categorization, tagging and scoring of all interactions with customers – whether they happen on the phone, email, chat or social. Doing so can give you a deeper understanding of why customers reach out, what frustrations they are experiencing and what they need from you.
These articles outlines how speech analytics provides voice of the customer insights to improve customer service.
https://callminer.com/blog/voice-of-the-customer-analytics-the-power-of-voc-insights-in-improving-service/
Is customer service part of the customer experience? Or is customer experience what happens when someone receives customer service? Are they the same thing?
The terms “customer service” and “customer experience” are often confused or used interchangeably. They’re not the same thing, but they are related.
The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — customer experience is the sum of the entire customer journey with your business.
Let’s take a look at customer service vs. customer experience in more detail.
https://www.helpscout.net/blog/customer-service-vs-customer-experience/
Whether new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Knowing what personas are NOT is equally important to create desired outcomes versus hinder them.
http://customerthink.com/customer-personaswhats-all-the-hype/
The process of customer journey mapping can take many forms. In this post we highlight some of the most effective methods, with some tips for enhancing your own journey mapping practices.
In essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organisation that a customer comes into contact with as he/she attempt to achieve a goal, and the emotions they experience during that journey. But the process of building the map is not so simple.
https://www.mycustomer.com/experience/engagement/nine-sample-customer-journey-maps-and-what-we-can-learn-from-them/
Are your customers successful and happy with your products and services? Are they telling their friends and business partners to buy from you? If they have a concern, are you making meaningful change to address it? These are questions that all businesses need to ask themselves to ensure everything is being done to create customer delight. Happy customers are not only retained but they also help create more happy customers. Having solid answers to these questions helps drive a smooth customer experience throughout your sales cycle, the delivery, use or implementation of your product, and through any ongoing post-sale interactions.
To realize these goals a company needs to ensure their practices delight customers at every stage. And as the saying goes: “You cannot change what you cannot measure”.
https://www.business2community.com/customer-experience/the-value-of-measuring-customer-delight-02096194/
Just a fifth of Australian financial services businesses are measuring customer sentiment on social media, according to a social media management software provider, despite more than two-thirds using it primarily for customer service.
Hootsuite’s 2018 Social Business Report indicates that social media has become increasingly important for 80 per cent of financial services businesses over the last two years, with 70 per cent expressing that they use it predominantly for customer service.
The study further found that 81 per cent of leaders in the financial services industry believe social media has a positive impact on brand perception and trust.
https://www.theadviser.com.au/breaking-news/38050-industry-falling-behind-on-measuring-customer-sentiment/
According to Forbes magazine, globally it is reported that companies across different sectors lose around 62 Billion due to poor customer experience. With a statistic like this, one might think that customer service is getting worse, when in fact it is getting better. The reason behind this is that the best companies are setting the bar higher.
Research done globally by Ipsos has shown that expectations have become more liquid, meaning that they are increasingly influenced by a much wider body of experiences across a variety of sectors. Here it could be argued that the increasing digitization makes it easier for a customer to compare, thus it’s possible that the service provided by Amazon’s One click ordering affects the way consumers expect to deal with their bank, utility provider or local restaurant.
http://www.venturemagazine.me/2018/07/customer-experience-excellence-ipsos/
Your service desk customers typically have the last word about the services you provide, like it or not. There’s a bit of the old adage here – “the customer is always right.” While that thinking has a long legacy in the business world, there is a bit of movement to such philosophies like “the employee is always right” that reflects the sentiment that without properly empowered employees customers can’t be properly serves. Nevertheless, in the organisations where service desk customers typically have the last word, it is increasingly important that you track how they feel about their interactions with you. But how do you actually measure how well your service department resonates with the user base?
This is no easy task, though. Quality customer experience is as important as it is difficult. Satisfaction among your customers depends on how you’ve helped to solve their issues rather than what you did to solve it. In other words, your customers don’t want to know what it’s the sausage, they just want the sausage.
Quantitatively measuring that may otherwise be defined as qualitative can be a bit tricky, but there’s no reason to panic. There are ways forward.
https://www.itproportal.com/features/tracking-customer-experience-with-key-performance-indicators/
When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request.
More importantly, when was the last time you solicited feedback from your customers, and what level of input did you receive? In an age where customer experience is a strategic priority, if soliciting feedback from your customers isn’t part of your ongoing strategy, you’re missing out on not only another touchpoint, but also an opportunity to collect invaluable data about your customers, company, and service. That data can then be appended to existing data sets to understand even more about what drives customer satisfaction and where you may have opportunities to increase service levels and revenue.
But, in order to get the most value out of your feedback requests, there are several variables to consider.
https://blogs.aspect.com/do-you-know-what-makes-your-customers-tick-and-what-ticks-them-off/
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/