Ready Aim Fire or Ready Fire Aim
When it comes to bringing a new process to market, people generally fall into one of two camps: meticulous planning, testing, re-planning, and re-testing; or getting it out there whether it’s ready or not. Knowing your strategy when it comes to implementing customer experience initiatives will help you overcome the drawbacks of the strategy to… Read More
The Case for a Global Agent
The term ‘global agent’ can be used to describe a customer service rep that can help with any type of inquiry. A global agent is versed in support, sales, billing, and so on. A customer service model that utilizes global agents can still support some groups that handle specialized problems, but for day-to-day service, one… Read More
The Power of Taking Ownership
Creating a culture of taking ownership when something goes wrong can transform an organization in terms of customer experience. I’m referring to taking ownership in two different ways: Taking ownership for mistakes as a company. Taking ownership for fixing a problem as an individual. Both are important separately but even more powerful together. And both… Read More
Survey Design: Part 3
SURVEY INTERVALS How often should you send surveys? The answer can be quite complicated, but I’ll try to keep things simple here. The survey interval discussion has two main facets: how often you send surveys in general (daily, monthly, annual process) and how often you survey the same customer. How often you send surveys in… Read More
Survey Design: Part 2
STANDARD QUESTION SUGGESTIONS & QUESTION SCALE Net Promoter Question or Likelihood to Recommend – “How likely are you to recommend X to a friend or colleague?” This question makes more sense when you know the customer has had enough of an experience with your company to make a recommendation. This question gives you a sense… Read More
Survey Design: Part 1
Here are some quick, simple tips to use when evaluating your customer satisfaction survey design. This is Part 1 of 3 that covers ideas on What to Ask and How to Ask It. WHAT TO ASK You should seek information that you can act on. Think about what you will do with the information… Read More
Breaking the Negative Feedback News
Breaking the news of negative feedback to the responsible party can put you in an awkward position. You need to share the information to remedy the root cause, but the way you approach it might put some people on the defensive. What works? Start with one-on-one discussions. People tend to react better to bad customer… Read More
Anticipate Dissatisfaction
Some things that make customers dissatisfied are intuitive, obvious things. If you ship them the wrong item or don’t show up on time to a service call, the customer is going to be unhappy. But there are other things you might not be aware of which is where your feedback process comes in handy. You… Read More
Customer Experience Recipe
If you know there’s something that you want to accomplish that will really impact the customer experience, but you’re stuck on how to get it done, here’s a different approach. Plan out a CX objective by designing it like it’s a recipe. Start with the beautiful picture of your finished product that will entice you to… Read More