If you work in customer service, chances are you know the signs of a complaining customer.
You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are asking for simply cannot be done.
Nobody likes a complaining customer, yet it’s something that every organization has to deal with. What businesses are increasingly realizing, however, is that despite their bad rap, complaining customers are a lot more than just a stitch in your side – they are something that every company can and should learn from.
Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities.
http://www.customerexperienceupdate.com/?open-article-id=8209105&article-title=complaining-customers-are-your-best-customers--but-why-&blog-domain=comm100.com&blog-title=comm100/
Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
https://www.mycustomer.com/experience/engagement/how-to-ensure-your-customer-experience-training-programme-is-a-success/
In the much-cited book Thinking, Fast and Slow by Daniel Kahneman he talks about how the brain works to create two selves, the experiencing self and the remembering self. The experience self is one that lives in the present whilst the remembering self is “the one that keeps score, that maintains the story of our life”. Based on our memory of an experience and our life it is a different entity to the experiencing self.
https://www.mycustomer.com/community/blogs/tim-wade/the-cx-benefits-of-understanding-the-two-selves-0/
Heaps of companies are shifting their focus to the online Voice of the Customer. In fact, many of these companies have been asking us how our solution differs from other feedback tools on the market. A sensible question actually, considering many tools look very similar to one another on the front-end. That’s why we’ve created an overview that hones in on the major differences between Mopinion and Usabilla.
https://mopinion.com/usabilla-difference/
You understand what it takes to provide a great customer experience. In fact, you are a great warrior on behalf of the customer. You can’t stand hearing about what customers complain about, simply because you think that hiccup should have never happened. That problem with marketing is because those people in marketing don’t get it like you do. Those complaints about distribution could be solved if the right people were there. Nobody seems to really get it in your organization, except you.
https://www.forbes.com/sites/forbescoachescouncil/2018/05/24/what-if-your-customer-experience-is-lousy-because-you-dont-think-youre-responsible-for-it/#1261bf8b7671/
Recently, I was chatting with longtime colleague and friend, Keith Essency. I first met Keith when I worked in the Motorola Semiconductor business in marketing and he was on the engineering side. We were talking about process and root cause analysis for something he is tackling (a nod to all my fellow Motorolans from the process mapping era).
http://www.industryweek.com/leadership/getting-root-cause-poor-customer-experience/
Mopinion is happy to announce its expansion to the French market as well as the appointment of a dedicated French sales team, led by Head of Sales for France, Fanny-Laure Thomas. This expansion is part of our greater strategy to better cater to the needs of its French clients, including the world’s largest sporting goods retailer Decathlon and cultural products retailer Cultura, as well as extend our footprint to more European organisations.
https://mopinion.com/mopinion-expands-its-presence-in-france/
Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
Even though artificial intelligence has been around for 60 years, it is only now that we can use AI to create personalized customer experiences, better self-service and key customer insights. For decades we’ve provided customers with experiences that were very non-human. All too often we don’t know who our customers are, what’s going on in their lives or what they need. Across the board, customer experiences are still made for the masses and not the individual. However, advances in AI have made it possible for brands to treat customers less like machines and more like people.
https://www.forbes.com/sites/blakemorgan/2018/06/15/building-beautiful-customer-experiences-with-ai/#6c0ac3501b72/
De Bijenkorf, a renowned retail brand within the Netherlands known for its premium and personal service in stores, has had an offline presence for almost 150 years. It sells products such as clothing, footwear, bedding, furniture, jewelry and much more. The Bijenkorf website is an extension of their offline presence which enables their brand to reach all of Holland and Belgium. De Bijenkorfs online vision is to offer an online shopping experience that matches its premium standard provided to customers in stores.
https://mopinion.com/customer-success-story-de-bijenkorf/
