It is not the responsibility of customers to provide feedback. In fact, due to the increasing frequency of surveys and requests for feedback, many customers are beginning to find it less appealing. Providing feedback should be seen as a privilege granted by the customer, and it should be treated as such. When customers offer feedback, […]
Thank Your Customers for the Valuable Feedback They Provide Leer más »
In order to exceed the customer’s expectations, you must know those expectations; and for that, you need to constantly collect customer feedback. Yet, in today’s world, customers often feel overwhelmed by frequent requests for feedback (at least I do), making it challenging to obtain genuine insights. Enter Feedback Gamification – an innovative approach that turns
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Measuring the ROI of Customer Experience (CX) is often mentioned as a straightforward task, but in reality, it’s quite complex. CX fundamentally revolves around customer perceptions which is a naturally subjective area. What constitutes excellent CX for one customer might not impress another. However, there are two main ROI drivers for a good CX: revenue
How to Measure the ROI of CX? Leer más »
Let’s begin by acknowledging that not all customer opinions or sentiments are entirely logical. Sometimes, we’re left pondering questions like, «Why did the customer act that way?», «What prompted their reaction?», or «Why didn’t they like that product or service?» Customer experience management is challenging because it revolves around perception, and perception isn’t an exact
Get a Sense of What the Customer is Feeling with Sentiment Analysis Leer más »
Engaged customers make for happy customers. Your most loyal customers have a ton of experience with your brand, therefore, they have good insights and suggestions on how to improve the customer experience or the new experiences, product, or services that you are designing. Getting customer input in product development is a great way to foster
Customer Input in Product Development makes for Great CX Leer más »
Enhancing customer experience requires a thorough comprehension of how customers interact with your brand. Achieving this involves cultivating a deep understanding of various roles within the organization. ‘Experience Swapping’ emerges as a new and unconventional method towards this end. In this approach, employees temporarily assume roles in different departments, allowing them to experience the responsibilities
CX Tip: Try Experience Swapping Leer más »
You might already be familiar with the concept of Mystery Shoppers. However, have you heard about Internal Mystery Shoppers? In the ongoing quest for companies to seek innovative methods to capture the essence of their customers’ journey and improve it, one new approach is the internal implementation of ‘Mystery Shoppers’ – a strategy traditionally used
Implementing the Mystery Shopper Internally Leer más »
It is known that the adherence to established procedures is the backbone of efficiency and reliability. However, an emerging trend is challenging this norm: empowering employees to make autonomous decisions that may bend or even break these traditional rules, especially when it leads to enhanced customer experiences. When employees are empowered, the customer’s experience is
CX Tip – Encourage Employess to Break the Rules Leer más »
Customer engagement is key in customer experience. Customers who are actively engaged tend to exhibit greater motivation and loyalty towards a brand, feel a stronger sense of social connection, and are more inclined to offer detailed feedback. An important tool to get customers engaged is gamification. Introducing elements of gamification such as points, badges, or
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Personalization has become more than a buzzword—it’s a cornerstone of a good customer experience. However, true personalization goes well beyond the mere use of a customer’s name. It involves crafting experiences that resonate on a deeper level, tailored to individual preferences, past interactions, and even subtle cues like browsing behavior. Effective personalization allows you to
Personalize, but Not Just With Names Leer más »