Now you know more about the importance of using KPI’s such as NPS (Net Promoter Score) when collecting the Voice of the Customer, we will explain two other much used customer centric KPI’s. These are CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). Which KPI measures what and what will it deliver? In this blog you will find out.
https://www.cys.group/en/blog/how-to-measure-the-voice-of-the-customer-ces-customer-effort-score-and-csat-customer-satisfaction-score/
If you run your own business I know you do your best to please your customers, satisfy their needs, and eventually to keep them loyal to your brand. But how can you be sure that your efforts bring desired results? If you do not try to find out what your clients actually think about your service, you will never be able to give them the best customer experience. Their opinions about experience they have with your brand is helpful information that you can use to adjust your business to fit their needs more accurately.
https://blog.startquestion.com/7-reasons-why-customer-feedback-is-important-to-your-business-28e99c00eba7/
Have you ever purchased something, somewhere? If so, then surely you’ve felt this particular pain: Along with your bag of goods comes all kinds of marginally necessary offers and calls to action. And, if you take “almost no time at all” to complete the retailer’s robust questionnaire, you — yes you! — might be the proud recipient of some type of prize.
A study by Interaction Metrics discovered that, despite good intentions of improving customer happiness and overall experience, retailers are largely wasting customers’ time — and their own — by conducting flawed satisfaction surveys.
https://www.retaildive.com/news/whats-wrong-with-retailers-customer-surveys/525124/
According to a survey by Forbes Insights and Pegasystems that covered more than 200 U.S. executives, 88% of leaders have created a position responsible for customer engagement in the past 12 months. When taken seriously by companies, customer engagement creates an amazing opportunity for businesses to get to know their customers, build long-term relationships with them, and ultimately enhance their business performance. To make it last, as in any other human relationship, creativity and innovation are the main ingredients to a successful formula.
https://www.martechadvisor.com/articles/customer-experience-2/in-search-of-the-wow-effect-how-to-take-customer-engagement-to-a-whole-new-level/
When Jeff Howe coined the name “crowdsourcing” in 2005, even he would hardly have believed a Google search for the word in 2018 would turn up millions of results. In reality though, “crowdsourcing” has been around in one way or the other longer than when Jeff invented the name 13 years ago.
But from a business (for-profit) perspective though, why is crowdsourcing important? Research has shown that 70 percent of buying experiences are based on how the customer feels they’re treated. And crowdsourcing is a great way to make customers feel they’re treated well. Let’s look at three ways you can do this.
http://customerthink.com/how-to-use-crowdsourcing-to-increase-customer-engagement-and-satisfaction/
Getting customer feedback is essential to contact center, customer service and voice of the customer (VOC) leaders and managers. Without it, the contact center operates in a vacuum, and customer service and satisfaction suffers as a result.
In this age of empowered consumers, traditional survey methods won’t get you the insights you need. In fact, response rates for paper-based surveys are just 10%.1 Today’s organizations need a new solution.
https://www.opentext.com/campaigns/experience-suite/wfo/
Voice of the customer data is one of the easiest, most timely, cost-effective and well-rounded data you can get. Surveys are done mostly online and are simple to create, analyze and reference. Programs like SurveyMonkey are fast, intuitive and easy platforms to use. You may have seen ours. SBJ sends surveys a couple of times a year and we have utilized the voice of our reader to relaunch our print edition, improve our website experience and shape our events. Our customers’ feedback has been an invaluable resource. You will continue to see SBJ respond to your feedback with action toward improvement.
http://sbj.net/stories/opinion-how-to-put-data-into-your-playbook,59676/
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/
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/
Most companies have recognized the value of investing in knowledge management (or KM), especially as part of their customer service strategy. It provides an always-available and ever-expanding repository of solutions accessible to customers and agents alike. It also reduces the impact of “information loss” for companies because, though staffing may change and skilled agents move on, solutions are preserved.
There is no argument that KM offers many benefits, but it’s by no means a silver bullet. Too often, companies make these mistakes:
https://www.business2community.com/customer-experience/reorient-knowledge-to-drive-greater-customer-satisfaction-02104742/
