omotoio-blog

[omotoio-blog]

It has become pivotal for every FinServ company to be at the top of their customer experience game. In this #CXTeardown of USAA, first direct and American Express – who are regarded as touchstones when it comes to providing great CX and building undying customer loyalty – we are sharing the #CXStrategies these companies use to achieve high NPS and set high standards for their competitors.

http://omoto.io/academy/lessons-top-3-customer-centric-financial-services-companies/

Still not sure how to build a customer centric organization?

This video will help you to start your company's journey towards achieveing customer centricity. Watch the video:

[omotoio-blog]

Customer Centricity paving its way into Financial Services

Changing landscape of customer expectations has taken over the industry of #FinancialServices as well. It has become pivotal for every #FinServ company to be at the top of their #CustomerExperience game. In this #CXTeardown of USAA, First Direct and American Express – who are regarded as touchstones when it comes to providing great #customerexperience and building undying #customerloyalty – we are sharing the #CXStrategies these companies use to achieve high #NPS and set high standards for their competitors. There is something for every #FinServ company to learn! #CXInsights #CXTeardown

[omotoio-blog]

Customer centricity of @americanexpressopenforum is regarded as the touchstone for other FinServ companies. One of their strategies is to make NPS as a company-wide concern, and to collectively work on it.

Learn from other financial services companies such as USAA and @firstdirect on how they have always been on top of their game of being the most customer centric organizations in the industry.

http://omoto.io/academy/lessons-top-3-customer-centric-financial-services-companies/

[omotoio-blog]

Do multiple complaints worry you? Zig Ziglar has the best reason for #employees to be excited instead.

[omotoio-blog]

Are customers the real problem for your organization? Alan Weiss reveals his secret to success in delivering extraordinary customer experience.

[omotoio-blog]

Here, we share 5 common mistakes that companies make while designing their NPS Surveys. Ignoring these will affect customer relationships eventually. Are there any other ways in which these mistakes can be rectified? Please share your feedback with us in the Comments section:

http://omoto.io/academy/5-surprising-mistakes-in-nps-survey/

Do you know what to do once the data from the survey is captured? We've got it all covered. Watch the video to find out all answers:

[omotoio-blog]

Bruce Temkin, of the Temkin Group, precisely indicates the most common mistake that organizations make while conducting their NPS survey.

Here, we share 5 common mistakes that companies make while designing their NPS Surveys. Ignoring these will affect customer relationships eventually. Are there any other ways in which these mistakes can be rectified? Please share your feedback with us in the Comments section:

http://omoto.io/academy/5-surprising-mistakes-in-nps-survey/

[omotoio-blog]

10 Best Practices for implementing NPS in your organization:  

[omotoio-blog]

"Invest in people who invest in you." Jim Rohn tells us the secret to build a successful organization.

[omotoio-blog]

Let your actions express your organization's priority.

[omotoio-blog]

Is your company's #growthrate declining annually and you are still unsure of what needs to be done? See how a #genuine focus on #CustomerExperience brought Charles Schwab back to life. #CXInsights #CX #NPS

[omotoio-blog]

How to generate word of mouth that will skyrocket your brand image?

Hey! Marketing has become increasingly difficult and unpredictable hasn’t it? There is a lot of cluttering, less attention from the customers, very hard to distinguish and make a brand stand out as compared to others. Marketers do have a challenge on their hands: that is to EVOLVE. So what can be an effective way to market and promote these days?

CLICK HERE to learn the secret of building a customer focused business

In the era of internet and smart phone apps, the consumption pattern is increasingly becoming, what most Indian marketers would call, Rural. That actually means that customers are becoming Heterogeneous: customers love personalization and customized solution that exactly fits their needs and the purchase doesn’t happen unless customers see an essential value in it. The other component of this type of consumption is customers are connected and reliant on word of mouth: the good and the bad of a brand goes around more quickly than we anticipate;

Let me refresh your memory (or should I?), do you remember the Samsung Galaxy Note 7 incident. Oh, yes it indeed is one of a kind when talking about today’s times. The incident on flammable battery issues eventually led to the phone being ban from the airports, to ensure safety. Now, even a phone could be a threat. I’m talking about the impact on the brand, sales and most importantly customer loyalty.

It is said that a loyal customer would bring revenues, on average, worth 10 times his initial purchase. Now, who wouldn’t want that!? While talking about efficient use of the internet, most of us read reviews before we purchase anything.

Going by the numbers, higher the negative feedback lower would be your customer attraction and mostly retention capability.  And nobody wants that being a B2C business. And guess what for every customer that you neglect or ill-treat, they’re triggered to talk about it to at least 10 people, says Harvard Business Review. Astounding!

Good things take time to build, whether it’s a reputation or anything tangible. They are your foundation. You can’t expect them to be built overnight, right?

But, my friends it also takes many good deeds to build a good reputation and sometimes only one bad to lose it all says, Benjamin Franklin. This often can be applied to your company’s image.  You’ve got to garner more and more positive reviews on your company’s performance.  Your marketing drive must massively focus on captivating the good reviews that encouraged them to make favorable decisions.

You can’t be this perfect organization where there are zero complaints.

It’s impossible and often a hoax.

As we all know ‘good customer service’ being an experience is subjective. Open to interpretation by the ones who use it.

Positive reviews can often negate or nullify the effect of the negatives.

Well, let us help you in giving some tit bits as to how you could, stay on top of your game.  Feel free to share them with your friends and colleagues.

Focus on getting your Promoters’ testimonials:

What are you more likely to trust when looking at reviews. A customer’s opinion or an employee yapping about how good their service is. A recent Neilsen Trust Study shows that referrals are the most trusted form of advertising. 84% of the population bank on referrals to make a purchase. Your promoters are presenting your sales pitch. Sit back and enjoy! Consider this one campaign by Dove where they called in a commercial pilot on her experience with the soap.

Campaigns like this where promoters are brought into the forefront encouraged to give feedback, builds credibility.

Make it easy for your customers’ to review you:

Request your customer to review you every time they avail your service. Well, this should be a tradition the benefits are two-fold. It helps fellow consumers make informed decisions and as companies, it helps us understand where resources got to be channelized more.

Create referral programs:

You name it, they have it. Google, Uber, Dropbox, Paypal, Tesla and much more. All of them have referral programs. Talking about Uber, they’ve two separate one for drivers and customers. Refer your friends and both of you sit back as they roll in your free credits and rides, all done within the mobile app. A click away. Be subtle though, don’t pester.

Voice of the customers:

Delve deeper into what your happy customers are saying. Take their suggestions and reviews seriously. Inculcate them in your brand and see the difference. Customers who are more involved in making an impact will also help you in adding more value to your brand.  The world’s largest mail and logistics service company DHL has done something spectacular using their customers’ suggestions. They had encountered a challenge in improvising their supply chain and logistics. They hosted a hands-on workshop in Germany and Singapore and around 6000 loyal DHL customers showed up to co create solutions that would work for everyone. One of the many innovations that took birth was the Parcelopter which was a suggestion instead of using vehicles that generally took up to half an hour. The Parcelopter took only 8 minutes. Their customer satisfaction scores soared up to 80%. Great, isn’t it?

Use social media as a channel to address your queries:

This is one thing you got to imbibe from the Indian government. Heard of how The External Affairs Minister of India, Mrs. Sushma Swaraj and The Railway Minister again from India Suresh Prabhu use Twitter in handling queries of their department. Their twitter handle tackled issues right from a noisy passenger, cleanliness of a compartment to individual stranded in another country because of a lost passport. If they can why can’t you? Don’t just indulge in posting the goodie stuff about your organization. Well, the airline company famous for its discounts JetBlue is one company that hit the bulls’ eyes on this one. They use their Twitter account in handling grievances in a jiffy!

Do you see what I’m getting to? Be attentive and responsive, folks.

Be responsive:

Like Jet Blue does it, get back and ensure your response to their query is visible across. Serve the needs of your detractors as fast as you can, while you market your promoters.

For instance, Zomato a popular food restaurant rating app has this installed:

Do not ignore any feedbacks given online. A research by Zendesk says, 63% of your potential customers read negative reviews when going through the reviews on social media.

Budget your expense:

Last but equally important budget your expense. Avoid mindlessly spending on customer satisfaction. NPS is a system that helps you easily classify your customers into promoters and detractors and plan your marketing and service mix. To get an understanding of where do you stand and the gap in where you would like to go NPS benchmarking is a good starting point.

That’s it from me!

[omotoio-blog]

The #1 reason why NPS® will FAIL in your organization!

We always get a puzzled look from our clients and prospects alike when we mention to them that collecting and monitoring Net Promoter Score® is just the tip of the iceberg. Ofcourse, there is asking the follow up question to understand whether you are doing well or not. And then there is setting the right process  in place to manage and operationalize feedback received.

But what if we tell you there is much more you could do with NPS than just the above.

We know you’re curious.

However, before you begin using NPS as a means to build your business, it is essential that you apprehend and embrace the calling need for you to track every customer’s journey and your performance at every touch-point in the same. You must hence make it a practice to map every customer experience and work towards optimizing their satisfaction henceforth.

Now, let's quickly jump on to a few creative ideas on how you could use your NPS score.

Better segmentation and management of your customers in a B2B Scenario:

In a B2B scenario NPS can be a great value add in terms of account management. You can know what each customer feels about you and also identify opportunities to up sell or cross sell.

The correlation between loyalty and value can help you plan your marketing and service mix. Based on these parameters the customers can be divided into four quadrants as mentioned below.

Quadrant 1: Clients in Q1 are high in value and loyalty. They can give you knowledge on what you are doing well. You must concentrate on rehashing what you are doing with this client and get a greater amount of such clients. These customers are not just willing to pay you more but also whine less.

Quadrant 2: Clients in Q2 merit your quick consideration. Being not all that devoted, they clearly are not pumped about working with you but rather, they are the significant ones. You must comprehend what turned out badly and take a look at settling their issues.

Quadrant 3: These customers are neither loyal nor high on value and what they tell you is exactly what kind of customers you shouldn't be targeting in the future. Or would you spend time and money in moving these customers into some other quadrant. What goes without saying is in the latter case consider your ROI.

Quadrant 4: These customers are your up sell or cross sell opportunities. They clearly love you and would love to buy more from you. Explore more into their profiles and find out if you can find or develop something for their profile.

NPS can be a great source for your marketing campaigns:

Promoters clearly are in love with your company. A promoter clearly doesn't mind giving a testimonial or writing a review. Its your duty to use them to promote yourself. So go ahead and make it easy for them to share these testimonials on social media. Promoters are one customer fragment that loves your company and will recommend it by spreading positive word of mouth. This is more authentic and effective way of promoting your company than blowing your own trumpet.

The passives might not be very inquisitive but you could ask them to subscribe to your newsletters, staying in touch with them on social media. This is a low touch way to show the good work you are doing at your company. They might eventually become a promoter.

The detractors should be handled cleverly, however. Ginny Soskey of Hubspot has a very creative suggestion for handling detractors. She says, you might offer a way for detractors to unsubscribe from your emails or change what types of emails they receive from you. It seems counterintuitive, but if you can creatively position the unsubscribe, you could actually make your Detractors love you just a little bit more. Groupon’s unsubscribe page does a great job at letting you unsubscribe….. while also making you like them.

In effect, you need to market differently to each group and a spice of creativity goes a long way.

Happy Employees means happier Customers:

You might be tired of hearing this from us but it goes without saying how vital your employees are to the progress of your company. Your employees are your company. Rob Markey says, “Companies who master the Promoter Flywheel consistently create the right conditions in which their employees have the authority and accountability for creating more promoters among their customers. These companies stimulate “micro-innovations” in which employees experiment with new approaches to creating promoters. Employees can engage in these micro-innovations because they have clarity about the objectives (creating more promoters) and guidelines within which they can operate (company values, regulatory requirements, etc.). Clarity about the objective fuels their imaginations. Clarity about the guidelines and values frees their creativity from close supervision and the constraints of creativity-killing approval processes.”

To summarize, if a company can keep employees happy, then cost goes down and productivity goes up. And when your employees have the ownership towards your company then they themselves come up with innovations to enhance the CX.

To sum up NPS is not just a measuring and monitoring tool. The feedback can be considered to boost your growth by segmenting customers so that you could up sell or cross sell, using the promoters' testimonials as a source of marketing and enhancing employee engagement.

[omotoio-blog]

Too many positive feedbacks should worry you sometimes!

If you are worried that your frontline staff is only collecting only positive feedbacks, you should read this!

Surprised by the jump in happy reviews but consistent revenues? Negative reviews are discouraging and demotivating.

                                     Click HERE to learn the secret of building a customer focused business

Agreed. But what about improvement and motivation……?

Confused, already? Let us delve deeper into this, why do you think this is happening to you?

Found in almost every company, the frontline managers are the ones who are responsible for your company’s image. They are your shop floor supervisors, leaders of R&D team, sales team head, or managers in call centers and restaurants and so on. According to Harvard Business Review, they make up 50%-60% of a company’s management ranks and directly supervise 80% of the workforce. Big numbers eh? They deserve your attention, don’t they?

In a nutshell, they oversee your work execution that lets you focus on the latest developments and scoot ahead.

Positive and negative reviews play a crucial role.

The positives make the employees feel more confident, they help them by staying optimistic while in the face of adversity. The negatives certainly tell you where the resources have to be ventured and what exactly is going wrong. The feedbacks are not to crush your employees’ confidence. The feedbacks on customer experience obtained help you stay at the top of your game.

But, what if you are in a bubble of biased customer experience reviews? You are aware only of the good stuff. How would you burst it?

First, let us understand why such a situation arouses in the first place.

In the best of the firms’ managers allocate 60% to 70% of their time in quality individual coaching. It is possible that your employee wasn’t trained to deal with such instances, this led to a massive gap in clarity.

If you’ve been a hard task master on your employees they’ve grown to be your subjects. Blame the hierarchy now they fear on approaching you one to one.

The most obvious they see it as another line of files piled and couldn’t care enough to pick them up. There’s always a tomorrow for the files, right? That is the kind of approach taken.

But…

You’ve not been a hard task master, there is great autonomy in work and they are empowered, yet what you’ve forgotten is holding them accountable.

How will this big bubble now affect your operations? Will it get bigger? Maybe yes or maybe not. Scaling through it, there is a lot that you’re going to be losing on while at it. The very first being that since they are biased in collecting customer experience feedbacks, you’re forced to rely on an untrustworthy load of information to develop strategies. This is not going to reap any benefits rather it is only eating on your time. These customer feedbacks could play a major role in expanding capabilities of a rookie than a pro. So, you’re also losing out on valuable data that you could have used to build your business and mold rookies.

Click HERE to learn the secret of building a customer focused business

With the advent of technology and its roots stretching out, people going crazy with the use of social media networks, you only happen to notice a problem when it becomes a sensation and it is a bad publicity for you. The damage has already been made and you are helpless as you can do nothing about turning the tables. If things go worse there are chances an instance like this could probably end up with you digging your own grave.

But hello there, go slow with that imagination. Leading from the front isn’t easy but while we are at it, we can work together build customer-centric strategies to prick that bubble…..let us tell you how.

Ensure that the operations delve on being more transparent. So there is no ambiguity among employees and this ensures a smooth workflow.

Every time you see a negative feedback, does your BP shoot high? Do you go storming to your employees? You are seeing feedbacks as a stick rather than a mirror. Everyone hates their mirror image but here you can get the best out of it. The way the senior management deals with the staff in the front, they’d deal with customers the same way.

Criticisms are in fact highly driving. You must focus on talking about it and working with them to resolve it. In that way, you’re holding them accountable for leading from the back and not being a hard task master. Find out if it’s a competency or commitment issue.

You’ve vested your faith upon your employees you saw something in them while you hired them, right?

Then empower employees to handle issues on their own, train them enough to handle issues in their power. Fred Hasan says to make them passionate drivers- let them question the traditional way of doing things. Let them dig into tough problems, you stick with them through it and grow an appetite to innovate.

It is tedious running around for approvals and permissions. So while you’re empowering them ensure that they’ve sufficient autonomy to make a call for action.

You could set up clear and specific actions to be taken when a feedback falls on the table by:

Holding the right person accountable.

Connect the dots. Decide on what possible actions could be taken to eliminate the issue completely.

Solve the disease and not the symptoms. It is off everyone’s head in the long run.

Ensure that no similar situations pop out by creating an escalation path.

Organizations that succeeded in recreating the rules for boosting the performance of the front-line manager observe greater growth. A mining company witnessed a 10 % increase in tonnage per frontline employee by just doing this.

Make your employees visionaries, show them the long-term benefits of resolving customer disputes when you move ahead. Satisfied customers are assets in your balance sheets. Not only are they assets they also lower your costs as they’d complain lesser.

Well, now that your bubble is pricked as you’ve tapped into the latent power: the front-line managers, it would lead to a huge impact on the growth of your business. You’re channelizing your efforts towards enhancing customer experience.

Click HERE to learn the secret of building a customer focused business

[omotoio-blog]

Patient feedback SECRETS that you CANNOT miss!

Patient feedback plays a crucial role in measuring the service level your hospital delivers. It provides insights on what impacts your patient experience and focus on projects that help you deliver the experience your patients desire.

Click to get a FREE E-Book on NABH Guideline for patient feedback

Missing out on the opportunity of seeking your patient feedback means you are leaving out goldmine of information which can help you improve your operations. Research has established that there is a direct relationship between the service quality rendered and the satisfaction a patient receives  i.e. service the patient received right from the patients first appointment call to the hospital, scaling ahead through the process of admission, examination, investigations, treatment, discharge and the follow up.

National Accreditation Board for Hospitals & Healthcare Providers (NABH) being a crucial member of the Quality Council of India plays a vital role in setting the quality benchmark to assist the progress of healthcare industries. Accreditation ensures regular evaluation of the hospital’s performance to ensure that there is emphasis towards enhancing quality in patient experience.

Once a hospital signs up for their accreditation program agreement, which stresses on the rights, obligations, and duties of the stakeholders it is compulsory for them to abide by it.  Benchmarks are set and agreed upon which the team is made to stress on quality management as one of its core missions.

Unfortunately, there are isolated instances of hospitals generating bad profit as well. Now how exactly can profits become bad? Scaling deeper into this line of thought any profit that is earned at the expense of a customer is known as bad profit. In the book, The Ultimate Question 2.0 by Fred Reichheld and Rob Markey they say bad profits is generated through unfair or defective pricing. Instances like when a hospital generates profits through lousy experience. Now the kind of customers generated from bad profits are detractors as they are dejected by the experiences delivered. Detractors are unhappy customers who are highly unlikely to recommend your business to anybody else and usually demoralize the frontline managers with their complaints and demands.

“They may forget your name, but they will never forget how you made them feel.” – Maya Angelou

While we understand why is patient feedback important and NABH mandates it for hospitals that look for its accreditation, why do hospitals still find it a challenge to encourage their teams to collect feedback from patients?

The team does not have the right skill and knowledge to capture unbiased feedback from patients

Patients feel the quality of care delivered will be compromised if they give a candid feedback.

Your feedback forms are long with no intelligence and all the patients are burdened with answering multitude of questions

The team is collecting feedback only from happy patients as they are afraid of being judged by negative feedback. You may be partly responsible for this through your reaction in the past when you used feedback as a stick for your team.

No clarity of action. Team is unaware on what to do once a feedback is captured.

No capacity planning means your team is overburdened with work and patient feedback is more work layered on top of existing work.

To be able to extend a hearing aid is very crucial to get a sneak peek into the mind to determine what drives them to be loyal and later those areas has to be worked upon to enhance their experience whilst their time spent with you. Some measure you can take to ensure an elevated experience is delivered to your patients during their stay at your hospital

The process starts with hiring the right people in all areas and most importantly patient relationship management roles. It’s important to hire resources who inherently exhibit traits of care and compassion. They should be welcoming and compassionate who your patients are comfortable opening up to with their concerns.

You need to communicate to the patients on how their feedback matters to you and helps you improve the service you deliver to them.

Make it easy for patients to leave a feedback. Personalization is important here. Based on the touchpoint in a patient’s journey and their demography see which channel of feedback collection makes most sense. Make sure the options are omni channels with both offline and online mechanisms of capturing feedback.

Empower your teams. Define situations where you trust their judgement and they have the power to make decisions in the best interest of the stakeholders. This helps you show your team that you value and trust them.

Provide your team with the right tools to capture, collate, analyze and close the loop on patient feedback. Make sure the data does not sit in silos but you are able to get a consolidated view of feedback from across touchpoints in the patient journey. This ensures your team is focusing on taking action rather than spending time on creating reports and chasing scores.

National Accreditation board for hospitals has understood this well and through the network of hospitals under its umbrella setting the benchmarks of patient care. Click here to get an E-Book on the guidelines that NABH prescribes on patient feedback management.

[omotoio-blog]

How to predict your customer experience

A promise of a cultural music festival with a blend of art, music, and dance.

Food, shelter, security being the basic necessities for a man to survive.

What if someone deprives you of it?

Imagine 5000 people feeling the same. Drowning in this pool of insecurity.

Exactly what happened at the Fyre Cay island, to the festival goers.

A classic example of unacceptable guest experience at different levels.

Presenting to you the fiasco of FYRE Festival held in the Bahamas.

Talk about $12,000 unmatchable experience.

This luxurious disaster was set for two weekends, the first one from April 27-30 and the second from May 5-7.

However, the second one, luckily, was cancelled by the Bahamian Ministry of Tourism website.

Phew!

Shedding light on the first weekend, 737 planes chartered at the rate of 12 flights a day to shuttle guests from Miami. But guess what? The plane schedules were delayed and subsequently cancelled.

Oh, and not to miss the misplacing and mishandling of luggage and theft. Passengers were made to wait for long, some of them resulted with puking all over the place.

An utter chaos!

Water management, waste management, ambulances and a luxurious weekend was promised- all of this flew straight from New York.

Not to miss the broken promise of gourmet meals produced by celebrity chefs.

All the hopes of a high-end dream cuisine came crashing in a Styrofoam container.

“Inadequate quantity and poor quality”, said a festival goer.

Food disaster indeed, at a very high price!

It costs a fortune to be here, the tickets ranged from $1500 and soared as high as $12,000 for the concert goers.

Indeed, poor and negligent facilities.

Literally, nothing close to what they advertised and promised.

For all those of you smirking in your seats, you guys have saved at least $1000 dollars for yourself. And for those who had brought tickets to this disastrous fest are promised a refund by the organizers……but this is not a happy ending.

The aftermath of this event on the organizers is as high as a $100 million lawsuit in the state of California on the organizers JaRule and McFarland.

This was duly filed on behalf of plaintiff Daniel Jung who spent $2000 on his ticket. He has 150 plaintiffs for the lawsuit.

In this suit, along with alleging the creators of denying basic facilities, they also assert claims of frauds, breach of contract, breach of covenant good faith and negligent misinterpretation.

Though there were talks in mid-March and the end of April on cancelling the entire event to reschedule it to 2018, all of it was revoked.

Festival goers were very well aware of this and decided to give the organizers time to set up at their own pace.

Their fears turned into reality on April 27th.

Listen to their fury, all the way from the Bahamas.

Fyre Festival organized by Billy McFarland.  JaRule, rapper (four-time Grammy nominee) was hired to promote the entire event.

This was a costly affair on both ends, as you can see.

So…what do you think the organizers here are missing out on?

“By failing to prepare, you’re preparing to fail” -Benjamin Franklin

The festival organizing committee failed to keep up with the expectations of the customers.

The expectations that they built through rampant advertising to lure in more goers ended up in an utter catastrophe.

They also missed out on the operational challenges that they were likely to face.

Come on! Promising luxurious accommodations and food requires a lot of planning especially when 5000 people are involved, yes?

Logistics, accommodation, food and security. Simple, much?

Fyre festival organizers encountered this today, tomorrow it could be you!

“Everyone faces challenges in life. It is a matter of how you learn to overcome them and use them to your advantage”- Celestine Chua

Many business organizations get stuck in meeting up to the customer’s expectations.

And this is a challenge.

The challenge where owners are baffled since they’re not aware of what directly impacts their customer’s experience.

Are you baffled, too? Don’t frown!

We’ve got something for you!

Click HERE to learn the secret of building a customer focused business

https://www.facebook.com/kushal.dev.10/videos/10155233220038454/

The Operational challenge requires you to focus on what you along with your team need to do in order to fill this gap of expectation.

As managers and owners, it is solely your responsibility and the team’s effort to chalk out what operational metrics impact the customer’s experience.

Chalking out is one part of it, but it is highly and equally essential to work towards improving the experience of your end user.

It all boils down to focus on what kind of an experience would you want your customers to have with you. Identify the metrics that directly impact the experience you deliver to your customers and focus on meeting these metrics and improving them.

Superior customer service is purely a challenge. It could be you encountering something similar!

No no no, you don’t want that, do you?

So, help us help you!

Sign up for a free courseware to build systems around operational metrics before you’re in a soup.

Click HERE to learn the secret of building a customer focused business

Meanwhile, though lost time and effort cannot be compensated to the festival goers; let us hope they receive justice for what they have faced.

Until then, watch out for our next blog with more titbits! Only for you!

[omotoio-blog]

NEGATIVE customer reviews is KILLING your brand – 6 Tips to tackle it

Imagine that frustrated, sweaty and loud customer at the counter…the one who screamed your store down the funnels of negative publicity.

CLICK HERE to get a free guide to Customer Centric Leadership

Yes he spoke to another 12 people and ruined your reputation, that chain continues till now…imagine the financial loss he caused you…imagine this year’s balance sheet…nothing added to the capital in your liabilities side?

EEKS.

Are you heading towards the lethal word L……LOSSES?

Oh no, feel yourself sink in your addled mire of complicated customer relationships, oh woe to you…SNAP.

Wake up; don’t let that nightmare come true. Don’t let the assassin stab you an appalling 85 times. Yes, 85 times!

TARP, a behaviour research organization situated in Arlington, Va., discovered something intriguing while investigating the impacts on organizations of word of mouth.

The review found that clients who leave a business upbeat and happy with their experience may impart the positive event to only a couple of companions who won’t recollect a significant part of the discussion, and not think to share the data.

Then again, TARP found that clients who had a dreadful affair will impart their pessimistic occurrence to a normal of 12 other individuals. Linking the chains, each of those 12 individuals will specify the event to six others. This implies the one individual with the terrible experience will talk about it with 12 others and each moreover to six people.

Do the math.

(1+12+ (12×6)) which sums to 85 individuals who will have a tainted perspective of your business on account of one negative involvement.

Panicking already?

Damaged reputations?

Lost opportunities?

Drop in web traffic?

An even major drop in sales and revenues.

HOLD ON AGAIN!

Let us chart it out together as to why this might have occurred and what can we do to avoid it:

You are accountable for the experience a customer has when he is on board. Make it easy for them to leave a review. Then it is unlikely that they are going to vent elsewhere. Don’t develop an indifference to them. Realize that they are your most valuable assets.

But what if you do not have relevant data to act upon. A system output is only as good as its inputs. Make sure your CRM is updated regularly and accurately.

Have you encountered a lot of situations where your representatives end up saying “Hold on, your complaint will be sorted within 24 hours?” or “Can I check with my manager and call you back?”

That’s a failure in customer feedback management.

Specially for organizations which are focussing on growth and development, it’s prudent to pay attention to costumer complaint, behaviour and delivering strategies as to tackle them.

Like we’ve mentioned, customers are the most valuable assets. Maybe, your turn around time is way too high. This leads to frustrated customers. Harvard Business Review states 48% people who had negative experiences go around talking about it to at least ten or more people. SHOCKER, eh? Reduce your turn around time nobody likes to be told to wait on small issues.

Negative reviews are motivators, an opportunity to improve. They help you know more about a customer and what they expect from you. But what if the senior management has the hierarchical bias and treats the ‘front line’ as minions. The ‘front line’ has now developed fear in approaching the senior management. And all the bad reviews are now hidden and become evident only when it becomes massive and is everywhere. And guess what? You’re the last one to hear about it. You’ve missed your chance to make an influence.

Read more about the dark arts of bad customer reviews and how it kills sales!

In this high-tech world, it is way easier to contact customers to get more involved in delivering a lasting experience. Who better than them to help you with that. Unleash your company to this world. Build your presence on social media websites, involve the use of touch points. If you’re a B2B client, call, and follow-up. If you’re a B2C then have online surveys distributed through emails. For instance, Uber has made it a point for customers to review the driver through stars before calling on their next ride, or how MORE supermarkets have it necessary for you to click on your customer service experience at the cash desk before billing the amount. Make it a proactive system, get everyone involved in the sphere.

Use your advocates/promoters smartly. Skim and scan the market for your fans but discreetly. Having your fans post their views is going to be way more credible than information circulated by a paid employee. More trusted reviews can also diffuse the impact of the negative customer reviews.

The annoying and difficult IVR; an abyss. Veterans may have a hard time with the lengthy menu followed by several instructions. Youngsters may end up frustrated if they’re made to hold for longer intervals. Worst is when the IVR says “Sorry, we are unable to process your request now. Please call so and so the number to speak with a representative.” You’ve wasted their most valuable commodity-TIME. According to JD Power & Associates IVR makes up 27% of all calls in the call center, but only 7% are able to deliver a better experience than a live agent.

Caveat venditor for ‘let the seller beware’. Never get surprised by the bad reviews, the longer you take to respond more likely are they going to go haywire. You’ve got to ensure the power of human touch and acknowledgment. You’re delivering a service, an experience and not a product. Ensure they cherish it.

But…how exactly?

CLICK HERE to get a free guide to Customer Centric Leadership

While dealing with customers the follow the golden rules:

Acknowledge/agree that the problem they’re facing has occurred. Don’t deter be open to any set of queries and feedbacks.

Repeat the problem to avoid ambiguity to ensure you’ve understood it.

Probe to find out problem centric details, if required. Or ask if there are any other problems.

Summarize the entire details regarding the issue

Record it probably in an excel sheet or any other software, save customers from repeated occurrence. You could probably have a handbook for an easy and fast referral.

Offer to get back with the solution if you’re not able to deal with instantly. Make it a point to revert. Be smart in customer review management. The quicker you revert respectfully, more likely is the customer to become an advocate for your business in the future. In this process don’t end up making impulsive decisions.

Save yourself from the endless negative feedbacks. Invest in optimum resources and technologies to avoid the common customer peeves and save yourself from the bad publicity.

Does this get you to the answers you need?

What is your view on this?

We would be glad to hear you out in the comments section. Don’t forget to watch the video to enlighten your journey by hearing out eminent leaders on providing customer-centric services.

CLICK HERE to get a free guide to Customer Centric Leadership