You’ve probably seen signs in restaurants, hotels, and other locations requesting customers for feedback about their experiences. It is common practice more than ever before, even in unusual places like public bathrooms. Focusing on customer experience (CX) and capturing the Voice of Customers (VOC) feedback is smart business. Yet if the execution is not done right, it is wasted effort.
There’s an article in the Wall Street Journal that is creating some commotion. It raises the question of whether or not “Net Promoter Score,” otherwise known as “NPS,” is a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.” Continue Reading →
There’s a common phrase, “Happy Employees Bring Happy Customers.” It is so true! When people feel valued and enjoy their workplace, they are more likely to be engaged and committed to delighting customers and maximizing their satisfaction and loyalty.
So, how does a company apply this principle to achieve business growth? The following are 5 effective ways that apply to all industries:
Create a Customer-Centric Organization
A centralized customer experience organization is able to monitor the quality of the experiences they deliver.
This kind of organizational setup enables teams to take action on Voice of Customer (VOC) feedback, including structured data (i.e. surveys) and unstructured sources (i.e. social media.). It helps ensure there are clear actions and ownership in the company, plus a champion of customer-first culture at the top.
Empower Employee Engagement
Employee engagement is essential to deliver exceptional customer experiences. Collecting customer feedback is great. However, this is a wasted effort if employees don’t execute on improvement plans.
Employees have a direct impact on customer experiences. In an environment with low employee engagement, success metrics like NPS scores inevitably decline. If you think about the most successful brands, they trust their employees and routinely measure their level of job happiness.
Again, if you want to delight customers, make sure employee satisfaction is included in the overall strategy.
Train Employees on CX
Every level of the organization must be educated about the importance of customer experience and how they can make a difference! This includes front line employees, managers, and executives.
Furthermore, every employee must be held accountable for delivering customer excellence. To promote accountability, I highly recommend including CX metrics in everyone’s annual objectives. Include the ability to get bonuses when employees achieve goals, similar to other key performance indicators (KPIs). I have tested this theory throughout my career and can unequivocally say that, when CX is a shared goal among all employees (not just a few) business results are significantly better.
Emphasize the importance of humanizing customer experiences throughout your organization. This starts with meeting customer needs without over-complicating processes.
Often, small things mean the most. For instance, using simple “please” and “thank you” statements help make customers feel like they matter. It is actually the secret to Chick-fil-A’s success. Also, “eye contact and smiling go a long way in the drive-thru experience.”
When customers feel appreciated, they are more satisfied. And they are more likely to recommend brands to others. The concept is obvious. Yet, it’s surprising how often employees forget the human element when they interact with customers.
Leverage Technology The Right Way
Many companies use tools and platforms to fully understand what customers are saying across channels and touchpoints. However, they don’t always incorporate the Voice of Employee (VOE), which is a key element in building a successful customer-centric program.
Employees need to know their opinions count. When that happens, they become better performers who are more motivated to serve customers, fix their issues (“Close The Loop”), and do the right thing even when their boss isn’t looking.
If you want to drive accountability and a CX culture, focus first on employees. Then look at technology. Not the other way around.
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*All opinions expressed are Stacy views and do not reflect the opinions of or imply the endorsement of employers or other organizations.
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Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of VOC measurement, and best practices to drive company success. I am passionate about this topic because I know that Customer Experience (CX) provides a competitive advantage.
It’s not a hunch. It’s a fact! Today, however, I am writing about VOC from a different perspective. I am speaking as “Voice of Citizen.” Continue Reading →
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There has been a ton of research about the value of delivering exceptional customer experiences (CX). Allocating budget and resources towards customer excellence is no longer a “nice to do.” To win in a competitive marketplace, it is a “have to do.” Continue Reading →
According to Forrester, “84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX.” Do you ever wonder why that’s true? Well, I can explain having worked in the Customer Experience (CX) field for many years and a consumer of products and services. I’ve witnessed bad CX and brands who are Doing CX Right. I’m sharing both instances so you can truly be customer-centric, not just say it. Continue Reading →
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I recently encountered a situation that clearly demonstrates an example of Doing CX incorrectly. Continue Reading →