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On Metrics and Complacency

customer experience metrics

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. In other words, their scores, e.g., NPS, are high, so they act like their goal is met. And there's nothing more that needs to be done about the customer experience.

By Annette Franz | April 19th, 2018

Prioritizing Your #CX Improvement Initiatives

CX Improvement Initiatives

 

How do you prioritize your CX improvement initiatives?

You listen to customers. You map their journeys. And you identify a lot of improvement areas that would make the experience light years better for your customers. 

By Annette Franz | April 13th, 2018

Straight from the Horse’s Mouth

voice of the customer

As customer experience professionals grow their voice of the customer programs, they are looking beyond structured feedback from customer surveys to unstructured and even unsolicited feedback for a more complete understanding of the customer experience.

By Annette Franz | March 22nd, 2018

16 Reasons Why You Should Empower Your Service Agents to Respond to Customer Feedback

feedback

We all know what it’s like to have a negative customer service experience. Maybe you’re bounced from agent to agent when you’re giving feedback or looking for help on a simple issue and you have to keep repeating yourself. Maybe an agent doesn’t know the answer to your question and tells you they can’t help you out.

By Caroline Dangson | March 14th, 2018

Understanding – Not Just Hearing – the Voice of the Customer

Understanding – Not Just Hearing – the Voice of the Customer

The last two years have seen a fresh wave of attention paid to customer feedback. The previous wave, initiated by the wider availability of inexpensive survey tools, saw a lot of surveys and efforts to elicit customer interactions. These were effective – to a point. In many organizations, the sheer volume of feedback overwhelmed the organizations’ ability and resources to process it and turn it into actionable insight.

By Chris Bucholtz | October 18th, 2016

What Customer Experience Should You Try to Deliver?

What Customer Experience Should You Try to Deliver?

Business people can’t go wrong by throwing the term “customer experience” into conversation. “This year, the focus is on the customer experience.” “We’re going to re-focus our processes around the customer experience.” “What differentiates us from our competitors is the customer experience.” Customer ExperienceThat all sounds good.

By Chris Bucholtz | June 28th, 2016

The Three F’s That Can Re-align You Around Your B2B Customer

The Three F’s That Can Re-align You Around Your B2B Customer

Remember the old days, when the seller controlled the buyer-seller relationship? Sales and marketing could still focus on simple things, like stuffing customers through the funnel like cattle through a chute. Marketing collected leads, sales worked to close them, and if the numbers at the end of the process beat quotas and goals, then everyone was happy.

By Chris Bucholtz | October 28th, 2015

Are You Building Bridges or Roadblocks Along Your Customer Journeys?

Are You Building Bridges or Roadblocks Along Your Customer Journeys?

At C3 2015, the topic of the customer journey came up a lot. Actually, “the customer journey” came up as something of a myth in several of the thought leader sessions; the idea that there’s a single route people take from vague interest to engaged customer is silly on its face, and as Brian Vellmure said, “customer journeys are fuzzy and messy.” Brian used a statistic of a study of 2000 customers one company had conducted that revealed that every one of them took a different path to purchase.

By Chris Bucholtz | June 4th, 2015
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