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/
If you haven’t noticed, it’s all about the customer these days. According to a research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer. This proves that the moment you put the customer at the core of your business, you’re already one step closer to success. And this is precisely why businesses are looking to customer feedback tools as a foundation for this success.
https://mopinion.com/30-best-customer-feedback-tools-an-overview/
According to Kantar TNS’s latest Connected Life research, brands still have work to do to build trust in digital channels.
The report reveals that acceptance of chatbots, which are increasingly used in customer service functions, is generally low in Europe: just 28% of British consumers are willing to interact with them online. However, consumers in other markets are even less open to them: less than a quarter (22%) of Australian consumers said they were happy to interact with AI.
https://uk.kantar.com/tech/digital/2017/british-consumers-not-ready-to-embrace-online-customer-service/
When you first start selling online, receiving negative customer feedback can feel like a real kick in the teeth. You’ve put in all the hard work to get the order out but have fallen short of your customer’s expectations and are now worried about your reputation, not to mention how it might affect your metrics.
With experience though, you start to realize that negative customer feedback is just part of selling online and shouldn’t be taken to heart. In fact, if you use it creatively, it can even present you with an opportunity to shine.
https://www.business2community.com/brandviews/xsellco/4-creative-ways-to-utilize-your-negative-customer-feedback-on-amazon-and-ebay-02083046/
'Staying current with ever-changing tech trends is now de rigueur for any modern marketing executive. One of the first things Jim Lyski did after becoming CMO of CarMax in 2014 was to go on a “digital safari” to Silicon Valley with the company’s new CIO and other senior executives. They spent three days meeting with leading tech and venture capitalist firms, getting up to speed on emerging technologies.
“Google is happy to show you not only what they’re doing but what they’re going to concentrate on over the next year,” Lyski says. “Facebook, Adobe, Oracle and IBM Watson will do the same thing. If you’re not talking to the experts that are reshaping our industry, you’re missing the boat. This industry changes at breakneck speed. If you don’t put in the effort to stay abreast of everything, you’ll blink and be left behind.”'
https://www.adweek.com/digital/4-keys-cmos-should-consider-as-they-transform-their-organizations-and-themselves/
In the world of constant disruptive changes and rapidly amplifying market needs, innovation is the differentiator. It is the capability to do things differently, caters to ever-increasing customer expectations, and transform ideas into reality.
Which is why innovation is the ‘strategic vision du jour’ of many ambitious organizations today.
https://ceoworld.biz/2019/02/05/4-practices-to-create-culture-of-innovation-in-your-organization/
When was the last time you sat back, hands resting behind your head and though, "I think we’ve totally nailed our approach to Customer Experience?”
I’m going to guess it’s not something you think often/ever. What your customers want is complicated - and it’s changing all the time. But that doesn’t mean it’s impossible to achieve.
Not every CX success comes from a significant initiative or programme. Sometimes, it's the little tweaks and quick wins that can boost your approach and the subsequent results.
Here are four quick wins to prioritise, to help you nail your approach to Customer Experience.
http://ravingcontent.rantandrave.com/4-quick-wins-to-move-your-cx-programme-to-the-next-level/
Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation.
We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so.
https://www.business2community.com/customer-experience/4-rules-for-responding-to-customer-feedback-02111756/
Voice of the Customer (VoC) is much more than an actual voice. It is a combination of voices captured at various customer touch points. It is an intricate process used to capture both quantitative and qualitative information from customers. Information such as their requirements, preferences and feedback; in other words, a gold mine of data! This information is what you’re supposed to be using to chisel away what the customer don’t want and deliver the best quality product or service. What you may think is an excellent addition to your product or service may be an annoyance to the customer, and the VoC helps you identify that – forcing you to look at things from the customers’ perspective.
http://www.customerguru.in/4-simple-steps-to-make-the-most-of-the-voice-of-the-customer-voc/
he golden rule for delivering an excellent customer experience (CX) is to listen to your customer. If you know what your customers want, all you need to do is deliver it. It’s simple — except, it isn’t.
Voice of the Customer (VoC) programs have become vital drivers for brands looking to be competitive in customer experience. A Gartner study shows that 89 percent of companies are currently focused on CX as a competitive differentiator. However, according to a recent report by Forrester, only 33 percent of CX professionals say their VoC program is effective at “driving action” to improve customer experiences.
https://www.cmswire.com/customer-experience/4-tips-to-get-more-from-voice-of-the-customer-programs-in-2019/
