Category: Customer Experience

Who benefits when we hesitate to look at money clearly?

When we avoid doing a P&L, thinking about pricing, or creating a budget, we’re avoiding the fear that comes with these choices. And we’re also decreasing our odds of success.

Good cooks talk about salt. Successful athletes talk about training.

Money isn’t the point. But talking about money enables you to find your footing and clarify your direction.

[Semi-unrelated, all tangentially about talking about money, a handful of new books from friends and colleagues I’m happy to recommend.]

Unreasonable Hospitality, taking service to a whole new level, by Will Guidara

The Making of Her, a breathtaking story by bestselling author Bernadette Jiwa

Chokepoint Capitalism, about creativity and monopoly, by Rebecca Giblin and Cory Doctorow

Put Your Ass Where Your Heart Wants to Be, essential insight for creators from Steve Pressfield

Survival of the Richest, a scary, true and unsettling look at what happens when money causes people to lose their humanity, by Doug Rushkoff

… and I’m blown away by the foresight and generosity of pioneer Yvon Chouinard. Bravo.

A survey of over 2,000 working age adults has revealed that the perceived standard of UK customer service is slipping in the wake of record inflation. Close to half (41%) of the respondents questioned by People 1st International said that the standard of customer service they had received in the last 12-18 months had worsened….
The post Survey reveals consumer expectations heightened as a result of inflationary price hikes appeared first on Customer Experience Magazine.

Hi, guys! Customer onboarding has become a popular topic lately. So, I was wondering what type of onboarding materials you use. Plus, what are the challenges you encountered while setting up the onboarding process? submitted by /u/Bianca_Dicu [link] [comments]

The most notable effect of the pandemic on consumer habits has been the great shift away from physical spaces into the digital realm. The impact was so severe that household names like Debenhams couldn’t survive the seismic change. Ecommerce accelerated at an unprecedented rate in the face of lockdown, but two years later, this is…
The post The high street come back: how to transform the customer experience  appeared first on Customer Experience Magazine.

Adding another feature is cheap compared to the benefits it offers to new users or existing ones.Once a feature is added, it is almost never removed.When enough features are added, the system breaks down and fails.

This isn’t just software. It’s the menu at the diner. It’s the buttons on the dashboard of a car. It’s the variety of choices parents are offered of which dates summer camp starts or ends. Anything where a lot of hard work can be slightly improved simply by adding an innocuous option.

Add one point, Yahoo had 183 links on their home page. Google, which had two, ultimately grabbed all of their search traffic. The app on my phone can now open the trunk of my car if I press enough buttons.

Features are useful (that’s why we call them features). And yes, serving the underserved and the unseen is important. But creep cannot continue forever. At some point, there’s system bankruptcy and the cycle begins again.

While we might not easily say no to a new feature, we can be smart and proactive when it comes time to clear the slate and start over.

Six trends are driving the use of metaverse technologies today and will continue to drive its use over the next three to five years, according to Gartner, Inc. Marty Resnick, VP analyst at Gartner said that while widescale adoption of metaverse technologies is more than 10 years away, there are practical ways organizations are harnessing them now, for example,…
The post Gartner outlines six trends driving near-term adoption of metaverse technologies appeared first on Customer Experience Magazine.

Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again.
How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. In fact, one of the downsides is that response rates are historically low: between 5%-20%.  Still, there are several reasons the after-call survey is valuable for your contact center—we’ll go through each one in this guide.
What is an After-Call Survey?
An after-call survey is a feedback request given to a customer immediately after a call. Remember, the after-call survey is not a comprehensive assessment of your customer service standard. Think of it more like a preview. The rest of the movie lies in the data collected from other important customer service indicators: KPIs like cSAT scores, agent engagement, and others.

TIP:
Use Fonolo’s Visual IVR (interactive voice response) to gain customer feedback with its post-call survey feature.

5 Reasons to Use After-Call Surveys
So, what makes the after-call survey so valuable to call center leaders? Let’s find out.
1. Helps Assess and Improve Individual Agent Performance
Immediate feedback after phone calls gives you a snapshot of agent performance. If after-call surveys indicate low customer satisfaction for the same agent, then you’ll want to look at the situation more closely. Perhaps it’s time for more agent training, or you may need more experienced agents on staff during peak times. Plus, the survey acts as a strong incentive for agents to perform their best.
2. Offers Customers Space to Vent
Haven’t you ever felt better after venting? Your customers feel the same way. No one knows this better than your agents. Ask them how their customers feel when they don’t come to a first-call resolution. Perhaps a customer ends the call angrily. Or worse—they take to social media to unleash their dissatisfaction. An after-call survey helps reduce friction in your customer experience. But venting is more than just an emotional release.
MTD Sales Training CEO sees customer venting as an opportunity to distinguish customer opinions from facts. For example, an angry customer may tell an agent they hate the company and service. But as they vent (perhaps in a survey), they might share more specific details about the problem—you’ll gain valuable insight that’ll help you improve your product or service.
3. Makes Your Customers Feel Heard
Listening to customer feedback is a fantastic way to improve customer experience. In fact, one hospitality study found that active listening offers the impression of preferential service. Your customers feel appreciated and cared for when you ask them about their experience. And if you really want to up the ante? Personalization. Your customers are up to 48% more likely to respond well to an after-call survey if you address them by name, or reference their purchase history.
4. Immediate Feedback is More Accurate
Try recalling a dream as soon as you wake up. You’ll likely remember more details than you will the next day. The same goes for customer experience. Immediate survey data is 40% more accurate than responses received from surveys shared after 24 hours.
5. Informs Your CX Strategy
Fonolo founder Jason Bigue describes customer experience as the “net result of every touch point with a customer.” The after-call survey is one of those touch points. Of course, it’s not enough to inform your entire customer experience strategy. However, it provides valuable insight to supplement other data collected through metrics and more.
Immediate customer feedback, KPIs, and the right call center technology can transform your strategy to accommodate customer needs.
A #customerexperiencestrategy is a comprehensive way to elevate customer satisfaction. Use valuable feedback from post-call surveys to inform your strategy, and employ tech like Fonolo’s Voice Call-Backs to execute it! Click To TweetThe post 5 Reasons to Use After-Call Surveys first appeared on Fonolo.

Awards International announces the start of the European Customer Experience Awards ’23, a premium awards programme celebrating top results and achievements of the CX community in Europe. As of September 5, the second edition of ECXA™ is officially accepting entries. Companies of all size from across Europe are invited to showcase their achievements, submit their applications and…
The post The 2023 edition of ECXA™ is now open for entries appeared first on Customer Experience Magazine.

To secure and retain support and budget, CX leaders must effectively use their data to demonstrate the ROI of CX. This involves proving the link between improved customer satisfaction and wider business outcomes. Customer retention, purchase frequency, lifetime value and referral impact on conversions are included in this. A recent Gartner survey of 362 global…
The post Prove the ROI of your customer experience programmes in 3 steps appeared first on Customer Experience Magazine.

It’s 2022 and the question of the year is “Can I create a passive income?” Yes, absolutely. In this article, we go over a few methods of creating a passive income. What Is Passive Income? Passive income is a wage you can earn without per se physically working to continue making money. Unlike an active…
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