How? Simply by using two words which should be stricken from every business leader’s vocabulary – “back office.”
This is a term that many executives throw around without regard to its influence on the culture and mindset of their organization.
Here’s the issue: Creating a work environment that supports customer experience excellence requires getting everyone in the organization to view their role as a critical part of the customer experience equation. The moment employees start to feel that their work is invisible to the customer, they then lose appreciation for the impact their role has on the customer experience.
http://customerthink.com/two-words-that-will-hurt-your-business-customer-experience/
Tie in your customer insights and make your projects a success. Mopinion has just launched a new integration with collaboration and work management software Asana. This new and improved integration – facilitated using Mopinion webhooks – allows users to push user feedback to their Asana boards and tasks without ever having to leave the Asana app!
https://mopinion.com/mopinion-integration-with-asana/
Customer loyalty and advocacy have experienced a shift in gear as of late for Uber in the UK alone. This latest news of a huge hack in the US that exposed personal data of over 57 million customers and drivers is set to see many turn their backs on the ride-service provider and further damage their faltering reputation.
Not only did Uber hide the massive global breach of data in October 2016 and fail to inform those affected, but they’ve also confirmed they paid the hackers to hush them. Uber paid those responsible for the mega-hack around $100,000 to remove the data and keep the accessed data a secret.
https://customerthink.com/uber-the-changing-gears-of-customer-experience/
Mopinion is urging online marketers to look more closely at the way they gather feedback and to consider using more proactive tools to comprehensively understand their potential clients’ needs.
https://mopinion.com/uk-companies-losing-out-on-sales-due-to-poor-customer-feedback-measurement/
The survey of UK consumers ranks brands on their Customer Experience Excellence (CEE) score, a weighted average of each brand’s score, as mapped against the six metrics of personalisation, time and effort, resolution, integrity, expectations and empathy.
https://www.research-live.com/article/news/uk-customer-experience-drops-to-record-low/id/5030972/
Marketers in the UK are typically missing out on revenue and delivering an improved customer experience by not measuring the lifetime value of their customers, a new report has revealed.
https://www.warc.com/newsandopinion/news/uk_marketers_find_customer_lifetime_value_elusive/40197/
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Centered Service (KCS) approach ensure support processes are steadily handed off from level 2 to level1.5, level 1, and ultimately level 0. All Key Performance Indicator (KPI) targets are exceeded, met, or approached very closely. Resolution rates sky rocket to close to 90% between level 1 and level 1.5. Customer satisfaction rates are consistently high and above the 93% target. The ball seems to be hit out of the park in most, if not all respects. Support center management is pleased with the results. Might they even have become slightly complacent?
https://www.thinkhdi.com/library/supportworld/2018/understand-customer-experience-journey.aspx/
Cultivating confident and loyal consumers in the digital age is dependent entirely on eliminating hassle. As evidenced with digital disruptors like Casper’s “fold em’ and deliver em’” mattresses or the lifestyle musings of Away’s expertly crafted luggage, today’s successful brands are identifying what makes their customers tick, and transcending their immediate needs. In many ways, these brands are expertly creating their own microcosmic culture—one where the combined appeal of convenience, luxury and knowledge is at arm’s reach, all thanks to a brand’s expertise.
https://www.psfk.com/2018/06/customer-experience-innovation-key-trends.html/
In the Age of the Customer, customer-obsessed businesses have a competitive advantage. As more businesses adopt a customer-centric focus and this becomes the norm, this advantage will come to an end. Companies that are unable to provide positive customer experiences will be threatened by the growing number of businesses using customer experience to drive loyalty and adoption of their products.
https://www.demandware.com/blog/retail-intelligence/understanding-really-means-customer-obsessed/
Customer experience is a key driver of business success. From social media analytics to specialized software, there are hundreds of tools devoted to measuring it. But which of these tools are actually important to understanding customer experience? And how does customer experience ultimately affect your bottom line?
https://www.businessnewsdaily.com/10643-understand-customer-experience.html/
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