Tags: customer-satisfaction*

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  1. Stedin is a regional Dutch network operator that mainly operates in the Netherlands’ Randstad region, which consists of Rotterdam, The Hague and Utrecht. As one of the top three largest operators in the Netherlands, Stedin is responsible for the transport of electricity and gas to more than 2 million customers (including industrial customers).
    Eager to gain better insights into how their website was performing and how they could improve the online experience (on a deeper level) Stedin employed Mopinion as its digital feedback solution.
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  2. When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.

    CI meaning boils down to harvesting and analyzing information about customer behavior. It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. Importantly, this concept isn’t only about collecting the relevant data, but it’s also about harnessing that information to understand the customer’s needs, introduce improvements, and derive better results.
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  3. According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
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  4. As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:

    Expectations: What a person anticipates will happen during an experience.
    Experiences: What actually happens to a person during an interaction.
    Perceptions: How a person views an experience based on their expectations.
    Attitudes: How someone feels about the organization.
    Behaviors: How a person choses to interact with an organization.
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  5. Avaya research indicates that only 14% of back offices are fully automated and tracked against SLAs, yet 'back office' operations such as delivery are among the top five considerations when it comes to repeat purchases and customer satisfaction.

    Speaking at the Johannesburg leg of the international Experience Avaya 2019 roadshow on Tuesday, Natalie Keightley, Solutions Marketing Director at Avaya International, said: "Customer experience technology has been slow to integrate into the back office and slow to support workers. When companies have adopted customer experience technologies, they often focus purely on the customer-facing technology. So they may enable the text channel for the customer to speak to the organisation, but fail to consider how this connects to the back office."
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  6. It is more sensible to take a macro-level view by the peak-end rule. The peak-end rule says that customers remember their peak-experience with a brand, rather than specific interactions. So, to ensure customer loyalty, you need to create positive emotional peak experiences for customers.
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  7. How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality assurance purposes,” another five minutes drag by before you’re finally talking to a human being.

    By this time, you’re frustrated and exhausted, and you wonder how any company concerned with “quality assurance” could put you through such an obnoxious ordeal.

    This is an example of an awful user experience (UX) – from its clunkiness and inefficiency to its total lack of regard for the customer’s time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) – how customers engage with a company over the entire duration of their time using its products and services.
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  8. Modern businesses that want to flourish in today's tremendously
    competitive marketplace are taking the old phrase ‘caveat venditor'
    (meaning let the seller beware) seriously. Customer care and
    satisfaction have now become the keystone for evaluating success in
    businesses. Typically, customer care services, which include call
    centers as well as self-service and online channels, play an essential
    role in a company. As the natural owner of a large part of the customer
    journey, customer care can offer priceless insights by helping
    businesses find pain points, describe journeys, and spur collaboration
    across functions.
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  9. The majority (90%) of UK customers say that customer centres are "ineffective at dealing with issues," says a new study.

    A third (33%) of the surveyed UK shoppers say that they’ll give up on a retailer if customer service is poor as more than 50% of the same cohort have been frustrated with their shopping treatment, reports a study by Whistl.
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  10. Customer Effort Score (CES) is a customer satisfaction metric that is widely used in the feedback world. In essence, CES measures the ease of an online experience. This is done by asking the customer directly how much effort it took to achieve their goal on your website. It serves as a great way of discovering bottlenecks in the digital customer experience and helping you recognise your weaknesses. So how can you collect this feedback effectively?

    In this article we will evaluate CES (as a customer satisfaction metric) as well as outline several feedback form templates you can use for collecting CES. Note: CES measures effort both on- and offline, however, this article focuses purely on digital CES.
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Mopinion: The Leading Customer Experience Tool

Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.