winningcx - Tumblr blog

[winningcx]

There is still time.  Some very good industry ebooks at this site.  Free to read!

[winningcx]

Your ultimate guide to winning back an angry customer

While angry customers are a regular sight, very few brands actually put in any effort to win these customers back. A lost customer is often seen merely as a lost customer and not as a potential opportunity to rectify your mistakes, get better at customer experience, and show the customer that they are indeed valued. Appeasing an angry customer is obviously hard, difficult, requires patience but not impossible (pissing them off, however, is way easier!).

Sometimes you can get away by just saying a sorry – when the customer has a lot of empathy and luck you – but there will be occasions where the customer is very uncompromising, and this can have severe repercussions especially given the fact that how digitally connected everyone is. Taking a bad customer experience to social media, telling the world about it, would do no favours for your business. Which is why it is important to identify and neutralize these mines (angry customers) in time. And if you do it right, there’s a high chance that they do business with you again. In fact, resolving a complaint in the customer’s favor will ensure that they do business with you again 70% of the time. (Source: Lee Resources)

So, we’ve come up with an infographic that conveys tangible action points on HOW your Business can win back Angry Customers.

Read more.

[winningcx]

Why Chatbots represent the new face of Customer Engagement

While chatbots have been lingering around for quite some time now, their applicability in truly helping customers interact more effectively and easily with brands has made their stock rise higher than ever. Especially with modern-day customers wanting things at the click of a button, chatbots are, in a way, the saviors of your business today!

Not only that, they represent sound technology that can be leveraged to not just create meaningful customer-brand conversations but also deliver quality customer service and customer experience.

In this infographic below, we take a detailed look at how the advancement of chatbots has dovetailed with dynamism in customer behaviour, brought about a new wave of customer engagement strategies, and enabled brands to be ‘more available’ for their customers!

Read more.

[winningcx]

In the CX world, tracking these metrics is a way of life!

As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. Usain Bolt bettered his own 200 meters world record of 19.30 seconds in 2008 with a mind boggling 19.19 seconds in 2009! Ronaldo and Messi, two of the most gifted footballers of our generation, have a renowned reputation for continuously improving their numbers – goals, assists, trophies, you name it – with each season.

So, there you have it. In order to truly taste success, you will have to track your goals and keep improving on the numbers. This statement makes as much sense for a sportsperson as it does to a business. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on.

A couple of years ago, these metrics had a proclivity towards transactions and sales. But now with the explosion of Customer Experience into the mainframe, tracking more of experiential metrics has become the norm, and if you aren’t doing it, chances are that you’re actually clueless about how your business ranks against competitors and also in the minds of consumers.

So, what are the most-necessary Customer Experience metrics your Business should keep tabs on?

Read more.

[winningcx]

7 outstanding benefits of investing in Customer Experience Management

The benefits of investing in Customer Experience Management have been vastly overrated. Companies tend to focus more on sales targets, customer acquisition, revenue, and a whole lot of metrics, thereby side stepping the emotional connect between brand and customer. Little do they realize that it is Customer Experience which is the centre point of processes and policies. It is one aspect that every Business needs to get right, consistently.

You ultimately work FOR the customer. And if customers cannot place enough trust on your brand, neither sales nor marketing can fulfill its potential of attracting customers and generating revenue.

So, how does a Customer Experience Management platform provide tangible benefits to your business? Does it have an organization-wide impact? Also, most importantly, how does it impact your profits?

Here’s an infographic highlighting the 7 massive benefits of investing in Customer Experience!

Read more.

[winningcx]

Back in March, Temkin Group released the 2017 Temkin Experience Ratings -- its seventh annual customer experience benchmark report.

Sitting pretty at the top of the report? Brands like: Publix supermarkets, QVC, Ace Hardware, and AmazonFresh. Rounding out the bottom 50? Brands like: Comcast, Spirit Airlines, Blackboard, and Verizon.

What is Publix getting right that Comcast is so clearly getting so wrong?

Honestly, quite a few things. But perhaps the most obvious is its steadfast commitment to providing a full-service experience. From attentive store clerks to predictive staffing software designed to keep service quick and lines short, the folks at Publix haven't left a box unchecked when it comes to designing a differentiated customer experience -- and it's paying off.

With 72% of businesses saying that improving the customer experience is their top priority, according to Forrester, it should come as no surprise that the time for change is now. And with new technologies that exist to help you collect data across every customer touch point, there's really no excuse for not investing in customer experience. Here's how you can get started ...Customer Experience: The Beginner's Guide

Read the entire article here.

[winningcx]

Personalized Customer Experience Increases Revenue And Loyalty

Personalized experiences are a hot topic these days. Certain types of businesses have become very skilled at delivering personalized service. Think about a hotel you’ve stayed at before that welcomes you back and remembers that you liked a certain type of pillow, a specific newspaper and a corner room. The experience is becoming more and more common, and this type of service is crossing over into many other industries, especially retail.

When a customer walks into a retail store, the salesperson has two choices: simply ring up a purchase, or truly help the customer get what he or she really needs. The latter includes learning about the customer and making customized suggestions, while the former lacks any personalization whatsoever. Sometimes there is an opportunity to upsell. When done for the right reasons, customers will be willing to spend more than they initially intended.

Read more.

[winningcx]

The State Of Customer Experience Study 2017

If you think tech customers are satisfied, you might want to think again. Technology customers want options when it comes to the customer experience, and they often walk away from brand interactions feeling unsatisfied. A new study of consumers from the U.S., U.K., Germany, and the Netherlands by Conduent shows that customers are talking to tech brands more often, but that doesn’t necessarily mean they are more satisfied. In fact, the satisfaction gap between customers and suppliers is growing. In order to help close the gap, tech brands need to be aware of their customers and understand the issues they face and how they want those issues resolved.

Perhaps one of the biggest takeaways from the survey is this: nearly half (47%) of customers are dissatisfied with their tech suppliers. Since the last Conduent survey in 2015, satisfaction dropped 10%. The lack of satisfaction is due to a number of factors, including disjointed experiences, not getting the help they need, and not feeling appreciated.

Read more.

[winningcx]

Delivering great customer experiences doesn’t happen overnight

Marketers have a lot of different priorities these days. One thing that many of us have in common, however, is that we’re constantly seeking out ways to deliver better customer experiences across all touch points, from traditional to digital.

If you find yourself nodding in agreement, the good news is, you’re in good company. About 90 percent of brands surveyed by Gartner have said they plan to compete this year primarily on the basis of digital customer experience alone.

Think about that for a moment. The vast majority of marketers today realize that the best way to differentiate their brands in the future is by delivering better customer experiences.

In fact, Gartner also has projected that by 2020, more than 40 percent of digital analytics-related projects will relate to an aspect of customer experience. So, if you’ve already jumped on the “digital customer experience” bandwagon — even if only in theory — you might as well consider yourself ahead of the curve.

Read more

[winningcx]

5 Customer Experience Mistakes - Grant Rant #88

[winningcx]

Creating An Unmatched Customer Experience

[winningcx]

5 Essentials For Creating A Differentiated Customer Experience

[winningcx]

Customer Experience: The New Battleground for Business

Read it here.

[winningcx]

Watch this video on customer experience surveys.

Click here.

[winningcx]

5 Ways to Measure Customer Experience: Which Delivers the Most Value?

In our conversations with brand executives about how to measure customer experience, we’re often asked, “Which customer survey solution should we be using?” Some believe they’re getting the insights they need out of their Net Promoter Score (NPS®) surveys. Others say their quarterly customer satisfaction surveys (CSATs) are sufficient because they include questions about front-line performance and the in-store experience. What’s often missing from these methods to measure customer experience, executives tell us, are the business results they’d hoped for.

What’s really going on here? Are these companies using the wrong programs to measure customer experience? Or are they inadvertently undermining the programs they have?

To drive performance and profits, a data collection program must be: 1) the right tool for the job; 2) thoughtfully executed; 3) applied consistently and correctly; and 4) part of a holistic CX management program. When brands fail to derive value from their data, it’s usually because they’ve failed to meet these four conditions.

This week, we’ve put together a brief guide to the top five customer data collection methods. We’ll explain the unique purpose and value of each, and what you need to keep in mind to maximize ROI.

Read more.

[winningcx]

Customer Experience Professionals’ Essential Toolkit

Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies, carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. The primary job of a customer experience leader is to make it easy for every role in your company to see the customer’s perspective so clearly that it compels them to act differently. Here are 20 indispensable tools for achieving customer experience excellence:

Read more.