Category: Customer Experience

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We’re hiring our first Customer XP Specialist at Cron and I’d love feedback on our JD: https://cronhq.notion.site/Work-at-Cron-7ab98de27c9148c8be5f2b04497f5453?p=2aed54d7a74645a58b2dd5759dcd7d8f A few questions for you: Did the JD resonate with you/excite you? Any areas where you’d expect more detail? Any questions I should be asking you about the JD that I haven’t? Know anyone who might be interested in the role? Thanks in advance! submitted by /u/eriksonk [link] [comments]

Professionals put things away slowly so that they’ll be ready quickly when needed.

Investing time now for time later.

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High Noon is a cornerstone of American cinema, a sobering and memorable look at heroism and community.

In the movie, the sheriff is facing near-certain death at the hands of a killer freed from prison. He has about an hour to gather a posse of deputies, because together they’ll be able to repel the avenging outlaw when arrives on the noon train.

As the clock ticks down, the marshal visits one part of the community after another, begging them to help him. And each finds a reason to say no, preferring short-term safety to long-term freedom, community belonging and heroism.

Howard Hawks, director of Rio Bravo, pointed out that the reason that the marshal failed to rally the community was that he was asking. In search of affiliation, he shared his fears and a story of mutual support as well as loyalty for what he’d done for them for so long.

In Rio Bravo, on the other hand, John Wayne does nothing of the sort. He regularly turns down offers of help, being selective about who’s worthy of being on his team. He shares no fear or trepidation. He’s selling status and dominance, not affiliation. “Are you good enough to be on this team?”

Humans are motivated by affiliation or by status. And in the archetypal old west, it was status that often carried the day. The same might be true for the community that you are part of.

What’s better, a phone call or a zoom call?

Which creates more intimacy, a meeting in person or a hand-written letter?

The only answer is: it depends.

It’s tempting to believe that being in a store, surrounded by sights, smells, packaging, crowds and helpful salespeople delivers more interaction and sales than a catalog. But a company like Zingerman’s manages to make a can of sardines sound far more exciting than it would at the deli.

When we communicate, the real issue isn’t how many bits of information are available. Instead, I think there are three forces at work:

Are we using all the information we can? (The baker can choose how the store smells and how the display looks).

Are we showing up with permission, in the right moment?

Is there a path to emotional connection and trust?

Whether it’s connecting with an old friend or hearing from a politician, there’s no universal hi-rez option. It’s more complicated than that.

Got a moment?! Take five minutes to participate in our new market research on the state of renewal practices in 2022. See how you benchmark against others: https://sprw.io/stt-cd90a4 submitted by /u/cspractice [link] [comments]

You might have a list of them. In fact, many of us do, and consult it quite often. The list is defective for a number of reasons:

It’s not accurate. There are things that aren’t right in our world that don’t appear on the list. Our personal list tends to be organized around things that are vivid, personal and apparently urgent, as opposed to useful or important.It ignores systemic problems in favor of individual annoyances.It makes a profit for the media, but doesn’t help us make things better.It’s not helpful. Memorizing the list isn’t helping us get any closer to doing anything about it.It’s actually a trap, designed to keep us from doing the important work we’re afraid to do. It’s Resistance, in the form of buzzkill.It’s distracting. All the moments we waste focusing on the feel-bad list simply serve to make us feel bad. That’s the list’s job.

Lists like this aren’t a helpful way to avoid bad outcomes. But they do allow us to experience the bad outcomes in advance, even the ones that don’t happen. If feeling bad is keeping us from doing things that produce better outcomes, more connection or simply joy, it’s a waste.

The best use of the list might be to write it down, make it complete, carefully put it in a drawer for later. And then forget about it.

What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them.
There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.
On its own, calculating your net promoter score isn’t enough to take your customer experience to the next level. The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture”.
Creating a Customer Service Strategy That Drives Business Growth
Why is Net Promoter Score Important?
Net promoter score measures customer loyalty and satisfaction from -100 to 100. In other words, it indicates how likely your customers are to recommend your business to their network.
NPS is one of the strongest customer service metrics available to a call center. Of course, it’s not the only metric you should use to build your strategy. But it is a strong indicator of your business’s trajectory.
Good NPS scores indicate satisfied, loyal customers that will power your business. A downward shift may indicate a change in customer satisfaction levels.
NPS question can also help your business gather info on customer perception around…

Specific products or services
Customer experience during different periods
Different store locations

The best way to leverage NPS is to measure it over time and use the historical data to guide your contact center strategies. This will give you a deeper understanding of your audience and how to convince them to advocate for you.
How to Establish a Net Promoter Score Benchmark
Back to historical data and comparisons (NPS benchmarks): how do you establish a net promoter score benchmark for your call center?
#1: Diversify your NPS surveys.
How often do you share that magical question with your customers? If you send an email survey after every purchase— great start. Even better? After each transaction, purchase, and meaningful customer interaction.
Consider prompting the customer to answer the question as they browse your webpage, especially as they exit the customer journey. Or, you might ask after an interaction through Visual IVR – you can even automate NPS surveys to be sent after specific actions.

TIP:
Send a scheduled NPS survey 15-30 days after a purchase or interaction. Instant surveys capture immediate thoughts, but a customer might develop some additional opinions over time.

#2: Calculate your Net Promoter Score regularly.
Make it a habit to calculate your NPS, and keep a record. By comparing your scores over time, you’ll be able to better understand your contact center’s performance over time. Depending on the questions you ask, you may consider organizing your data into different categories, like products, services, staff members, locations, and seasons.

TIP:
Unsure how to calculate NPS? Check out this step-by-step guide.

#3: Monitor your competitors.
Benchmarking isn’t just about improving your personal best. To stay competitive, pick 3-5 businesses that are similar to your own – comparable size, staff, and growth.
As for data collection, this can be a bit trickier. After all, competitors are not likely to share those details with you. Research company PR documents and reports – financials, annual reports, sales reports, press releases, anything you can find. This should give your team a
#4: Review performance to inform strategies.
Data without context is useless, and so are insights without action. Once you’ve compiled your historical performance data and a snapshot of your competition, you should have a strong foundation to work with.
Examine your history, and how scores change over time. Consider your highest scores and average them with your competitors to find a solid benchmark. Or, you might compare them with your own best performance.The post How to Establish a Net Promoter Score Benchmark for Your Call Center first appeared on Fonolo.

Overhead recently:

To a 10-year-old on his way to a baseball game, “Come home with a win.”

To a 9-year-old at the supermarket, “I don’t think you’ll like that.”

It’s pretty clear what lessons are being taught.