Topics started by Jeannie_Walters
All leaders should feel very connected to the voice of the customer.Both customer service and Customer Experience (CX) leaders play a role in connecting the executive team to the actual experience. CX leaders are often responsible for gathering and interpreting customer feedback. Therefore, their Voice of the Customer (VoC) reports are often distributed widely.But if there’s no story told with the data, leaders may fall into the quick yay or nay reaction. “Our customer satisfaction went up .25% this month. Yay! Keep up the good work.” Or “Our customer complaints on social media went up .25%! Nay! Fix it!” These reactions do little to actually create change.Stories are a more powerful way to really connect leaders not just with what’s happening, but with the customer’s emotional state.Voice of the Customer reporting should include powerful, real-life stories. This means using the customer’s real words and sending recordings of real calls. Customer service leaders see these issues bubble
Customers recently reported that they’d rather be stuck in a traffic jam than have a bad customer experience! We know they want things that are faster, more personalized and more pleasant. I’m excited about how chatbots, centralized customer data, and friendlier agent tools can help these experiences happen.But we know the AGENT sometimes puts on the superhero cape and gets things done - regardless of obstacles or challenges!What are some of the ways agents can help make experiences faster, more personalized, and more pleasant for the customer? Let’s share our best ideas here so others can learn and grow! (And the customers will benefit!)
We discussed on this board a while back how rare it seemed that exit interviews were for those in contact centers and other roles. When you leave a position or company, it makes sense to me that the employer should want to know why so they can work to retain top talent in the future.This got me thinking - what do you WISH your employer asked for feedback about? Your role? Your training? The way you use tools and technology? Here’s one question I love: What were the obstacles that prevented you from delivering a great customer experience? (I saw an organization that asked this question at the end of every shift, so before logging off the employee had to answer.) They learned SO much and were able to provide better support and tools.What do you say? What questions do you want to see asked of employees?
🤔Next week on April 21st is Get To Know Your Customers Day.I’m writing a post about this and would love YOUR ideas.How do you get to know your customers? What do you recommend to leaders who are pretty far away from their actual customers? What do you wish you knew about your customers?It’s ironic but often as someone rises up in an organization they get farther and farther away from customers. It becomes more difficult to really stay connected to who they are and what they’re looking for.What methods or fun ideas have you seen work OR what ideas do you propose?Let’s get to know our customers!!
🖐Hi there! I’m curious what you have to say!Teams today are struggling with employees moving from one job to the next or “the great resignation” or other labor shortages. I personally have seen how delivering a great customer experience and focusing on ways to make employees more efficient and effective helps reduce employee turnover. And referred job candidates tend to get hired faster and stay longer, so it seems like a huge opportunity to encourage employees to refer others.But many organizations don’t ask current employees what they like or what the organization can provide for them to deliver a better experience. I’m curious, have you participated as an employee in a “stay” interview, not just an exit interview when you leave? Did you see changes? Did they close the loop with you on your feedback?My hope is that leaders are starting to realize the value in checking in more often with employees on their experiences. What do you think?
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