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How To Improve the Customer Experience (#CX)

Posted by Tom Smith on Wed, Sep, 24, 2014 @ 10:09 AM

improve customer experience

 

 

 

 

 

 

 

 

Talk to your customers.

 

Ask them how you are doing.

 

Listen intensely to what they have to say.

 

Ask follow-up questions to let your customer know you're really concerned with what they have to say.

 

I am consistently surprised by the lack of contact with customers that top management has at some of the companies with which I've worked.

 

If you're wondering how to get started, use the three-question Net Promoter Score (NPS) survey:

 

  1. On a scale of 0 to 10 where 10 is "definitely," what is the likelihood that you would recommend us to a family, friend or colleague?

  2. Why did you give us that score?

  3. If we have not done so, what can we do to earn a 10? 

 

NPS surveys are a great way to begin a dialogue with your customers.

 

If you're going to ask your customers what you can do to improve the customer experience, be prepared to address their suggestions. And, thank them for their feedback.

 

Improving customer service may mean focusing your effort on interacting with customers via social media.

 

When you have an actual dialogue with your customers, ask them what you can do that's best, easiest and most convenient for them.

 

Anything you can do to save your customers time and make their lives easier will be remembered, appreciated and shared by your customers. You will also increase the likelihood that they'll be repeat customers.

 

There's no substitute for asking questions and listening intensely to your customers.

 

It makes them feel invested in the company improving customer loyalty and retention.

 

It also gives you the opportunity to get insights into the consumer that has never occurred to you or your team. For example, have you ever asked your customers who they consider to be your competition? Do it, you might be surprised by their answers.

 

Empower your employees to engage your customers as well. The more your customers know you and your employees care about them, the more likely they are to develop an emotional connection with your brand. 

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Tags: dialogue, customer experience, voice of the customer, empower employees, emotional connection, listen intensely, customer service