Tag Archives: Customer Satisfaction

Top CX Blog Posts August 2020

The whole COVOD-19 situation has really impacted people’s businesses and their personal lives. It has been months now that we have been talking about the paradigm shift that was experienced by the customer services in terms of conforming to the protocols of surviving in a global pandemic. But it is awe-inspiring to witness how amazingly organizations have dealt with the implications COVID-19 imposed on business activities and kept making their customer experiences a focus.

So, let’s pick up from where we left off last; in this post, we will review the best cx blog posts of August 2020. There won’t be one focal theme so we will assess articles structured on diverse themes and we will see how they best relate to current circumstances.

1. How to Please Your Customers?

If you would have researched the nature of customers years ago, you would be shocked by the disparity that stands between customer interests and knowledge of products then and now. Customers now are more engaging and interactive with the firm. They have a depth of knowledge today that was simply unavailable in years gone by. With access to the internet and social media, they ask cogent and relevant questions and companies need to ensure that the information they make public is useful and informative. They want to know more about a product and provide helpful feedback that widens the prospect of the company. They want more than a mere transaction; they are looking for personalized solutions and guidance. An obliging attitude will make customers our brand advocates but if we play our cards wrong, they will shift to our competitors.

Beth Worthy, in her blog post, explicitly discusses the importance of providing remarkable customer experiences. She also proposes the following six strategies that can make the customers experience seamless:

Survey Customers and Acquire Feedback

Garnering the comments of customers can do wonders for your business. Their input and feedback can help you locate where you are doing wrong. And if you rectify your mistakes on the suggestion of customers, they will feel respected, which should be your sole aim.

Build Brand Trust

Global Consumer Insights Survey by PricewaterhouseCoopers stated that 35% of customers purchase the products from a certain brand because they trust the name. Work hard to build an honest relationship with them.

Create Personalized Videos

Nothing sells better than a captivating advertisement or a compelling video. Create videos that concern particular selling points or issues faced by the customers. And make it seem like it is directed towards a particular group and a handful of customers; don’t generalize the videos.

Live Chat and Online Support

In this time of a global pandemic, contact customers through live chat and converse with them amicably and resolve their problems over a video chat. This way they will feel connected and cherished. Chat is a fast and effective way of connecting with customers and can often mitigate the filing of cases and tickets. In addition, chat can also be used for sales activities helping drive new revenue into a business.

Localize Brand Messaging

If you want to pave your way in the international market, do so by resonating with the local community. Learn about their culture and community and then incorporate it into your product and marketing techniques.

Customized Offers and Personalized Content

As customers, you won’t appreciate receiving a standard email that by the looks of it is a send-to-all email with the names changed. A Salesforce study concluded that 59% of customers believe that brands that engage with customers via personalized offers are more likely to win their loyalty. You want to feel valued and this can only happen if brands propose customized offers special for each customer.

2. Evolution or Revolution of Customer Experience

We may never know if COVID-19 reached its culmination or when the next peak will arrive. However, the whole outbreak led to a considerable change in the dynamics of customer relations. Maybe this will be the new normal for us now.

Tom Mouhsian and Riccardo Pasto, correctly pointed out in their blog post that in this dire time of need, customers are expecting the trust and support of companies they are in business with. This pandemic is steering the business activities and is manifesting a new way of conducting business. But Forrester has meticulously analyzed the patterns and prudently predicted the prospects and has identified 5 key shifts that concern the impact of:

  • Hybrid experiences created because of digitalization
  • Future of work and governmental policies
  • Coping with technological disturbances
  • The tenacity of businesses in competitive markets
  • Expectations of customers concerning safety

It is no secret that many firms are struggling to conform to the new normal; the challenges of a second COVID-19 outbreak have really put many businesses in jeopardy. Many failed CX experiences are coming into the limelight but companies should stay hopeful and resilient. To rectify this, the authors laid great emphasis on how to incorporate the expert advice of CX professionals and marketers. It is vital to infuse their insights so we can establish a healthy relationship with customers.

3. The CX Power Team

This blog post includes the interview of Anastasia Zdoroviak, a senior manager of the customer experience team at Door Dash, conducted by Angelina Gennis. In this interview, Anastasia Zdoroviak shares her experience with customer services and the issues she confronted. She talks about how the root causes are communication, merchant behavior, and the attitude of delivery professionals. But she can’t go against the Dahser’s as they engage directly with customers and getting into a conflict with them could compromise the whole customer experience.

She also revealed her strategy of using the qualitative data and incorporating it with the works of the analytical team and then devising an apt solution with the engineering and product team. She also shared the example of Dasher onboard experience and elicited how she and her team tackled that issue; she reviewed customer feedback, analyzed the issue, identified the root cause, and corrected it. She also encapsulated her insights into 5 major recommendations:

  • Efficiently analyze the data; review customers’ feedback on all platforms
  • Assess the quality and sources of data
  • Make use of an omnichannel analytical tool
  • Study qualitative feedback with quantitative data collected
  • Engage with customers personally

4. Need for Customer Experience More Than Ever

We have seen more innovation and creativity circulating in the field of customer experience in the past few months than we have witnessed in decades. Mohanbir Sawhney talks about how the customer experience model has completely changed, and it will probably remain the same for the next generation at the least. He explains how companies have adapted to the new normal and how they are making amends to make sure that the customer’s experience remains seamless and memorable.

The author takes into account the work ethics of Jio, India’s largest digital services company, and the second-largest mobile services operator in the world. Right after the retailer sector shut down. Jio began perfecting their customer experiences to make sure the consumers didn’t feel left out or too affected due to the adverse effects of the pandemic.

The workers worked diligently from home, the employees at call centers were on their toes to serve customers and shifted their customer care operations on mobile so the employees could easily resolve customer issues from anywhere. Jio’s zero-touch customer experience was inspired by the precautions taken for the global pandemic and was highly appreciated globally. The goal set by this company and achieved in this lockdown without compromising performance and reliability is really inspiring. At this time customers need the support of brands to accommodate their needs optimally and Jio has really given us all something to think about.

5. A Statement Defining Your Promised Customer Experience

In his blog post, Annette Franz talks about devising a customer experience intent statement. Don’t confuse this with the vision statement of your organization as that only pertains to the corporate vision. But the customer experience intent statement talks about designing personalized and engaging customer interactions and relationships.

This statement helps firms fashion a decision and then perfect its execution. These actions and decisions are strictly related to making customer experience amicable and significant. This statement is worth a lot as it will show customers what your intentions and promises are. This may seem like a mundane task and another statement in your brochure or marketing platforms, but the magnitude of impact this statement will impose is measurable. Customers do not need elaborate stories or fancy ads to convince them to engage in business with you. They need an abridged version of what you intend to deliver them. And a succinct statement will do that. So, review the guidelines mentioned by Annette Franz to come up with a catchy and compelling customer experience intent statement.

If you are struggling to deliver a consistent customer experience, formulate this reference and take into consideration the limitations of your organization, cooperation of the employees, and dedication of the customer services team. Don’t lead on the customers based on hollow promises and inaccurate statements.

Conclusion

So, we have wrapped up the top CX blog posts for August 2020. Hope you enjoyed reading about how companies are coping with the global pandemic and adjusting their strategies to make sure that the customer experience remains undisturbed. I would like to praise the companies who are going beyond their ways and our imaginations to make sure that customers remain satisfied. Comment below and let us know about an interesting customer experience that you were a part of. If you want to share something with our audience, please feel free to reach out to us. We’ll get back to you guys with a fresh batch of amazing CX blog posts next month.

 

Do you know what they are thinking?

Ensuring that you measure your customers expectations of your business as well as acting to meet and exceed those expectations is a key step in ensuring that you are running a successful and profitable business.  Gaining valuable insightful customer feedback is key to ensuring that your business continues to address consumers’ needs.

Current data shows that over 80% of businesses currently make this effort, however that same research shows that the quality of these surveys and the data gathered from them was poor, with a significant percentage of people surveyed admitting that they had never undertaken the exercise at all!

However on the positive side, some companies that utilized automated technologies to assist them in their surveying had shown a significant increase in Customer Satisfaction and Revenue and a decrease in overall customer churn.  By utilizing these sorts of tools and conducting a thorough analysis of the results provided, companies have been able to utilize the 80/20 methodology to assist them in targeting the pressure points that are most painful to their customers and removing them!

The key point to take from this is that the best person to determine what is and isn’t working with your company is your customer and the only way that they will tell you what’s wrong is if you ask them!

The “Right” Customer

Lets assume that you have the perfect product. One that everyone needs. You’ve priced it right and everyone in the world can afford it. It works without errors and flaws and doesn’t break and is extremely simple to use (while a smartphone is simple to use – its not necessarily cheap so finding that magic “widget” is probably a dream that will never come true!).
How much would you like to bet that you would still have customers complaining about it? Hard is it might be to believe the phrase –

“you can please most of the people some of the time and some of the people most of the time, but you can NEVER please all of the people all of the time!”

– is unfortunately way too accurate.

What you will see and notice however is that the 80/20 rule (remember that? I mentioned it earlier here) applies in this like it does in most things. If you haven’t read my post, allow me to paraphrase – the 80/20 rule (also known as the Pareto Principle) states that 80% of “x” comes from 20% of “y”. You could state it like 80% of your customer interactions come from 20% of your issues. Or perhaps another way – 80% of your sales come from 20% of your clients.
Now obviously the percentages might not always line up to exactly 80/20 but you will find that this is accurate and close more often than not.
So how does this apply to you and the miracle product? Well it might not , to be honest – not if you have one single price point across the board. However if you’ve priced it based on income, you might potentially be charging more for this product in some regions than in others. The 80/20 rule would tell you to concentrate on the 20 sectors that are actually generating the most revenue for you – if you do the math, you’ll see that the other sectors don’t amount to the same value and your efforts are best spent where they are most fruitful.

So if we take our example of the miracle product you might find that the following applies –

  • Region 1 (Affluent and Developed Economies) – product priced at $100/unit 
  • Region 2 (Developing and Growing Economies) – product priced at $50/unit 
  • Region 3 (Growing and Restructuring Economies) – product priced at $10/unit 

Region 1 will probably account for the highest percentage of your sales and also the lowest cost with regards to support as they have the infrastructure in place to utilize the product fully and also to understand what it can and cannot do.

Region 2 & 3 will together account for a significant portion of your revenue but will also have the largest volume of support issues as they do not have the understanding of the products limitations and while this is a “miracle” product unfortunately it cannot in itself do miracles!

The unfortunate fact of human nature is that generally the lower paying clients have a much higher level of demand to those at a higher price point.

From a real world perspective I previously had a job at a large Internet company that was experiencing severe growing pains (to put it mildly!) and as the Manager I was frequently on the short end of the stick. More often than not, during the course of an outage I would be speaking to businesses with 5-10 impacted users on a conference call and have to explain what we were doing to everyone in the company … by contrast I would have an hourly update call with the Senior Network Analyst at a business that was on a similar service but that had thousands of customers impacted!

I’m sure you’ve all heard the story about the contractor charging $100/day for a job and not getting any business but that same contractor choosing to charge $200/day getting inundated with work. The perception in the market place is that the person charging more is also WORTH MORE. Be careful with this though as if you cannot “back up” your requested salary with a corresponding skill-set, you are not going to get far at all!
Now please do not take this post to imply in any way that the customer isn’t right. That Region 3 customer buying your $10/unit product could eventually turn into your monster customer that IS your business. If you are able to “upsell” your customers from one product to another, based on value and worth it is easily done. 

It is always worth the effort to nurture your customers as the hardest part of growing any business is getting new customers in the door. However you do need to do some careful analysis and tracking to ensure that the revenue you are earning from your customers is not actually COSTING you more in the long run – and remember – if you do not have that miracle product, you can only imagine that your complaints are going to be higher!