Comments for CX Success Summit https://cxsuccesssummit.com The World's Largest Online Customer Experience Event Thu, 08 Feb 2018 14:44:59 +0000 hourly 1 https://wordpress.org/?v=5.5.13 Comment on What are things to be avoided in CX? by John DiJulius https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-146 Thu, 08 Feb 2018 14:44:59 +0000 https://cxsuccesssummit.com/?p=1366#comment-146 Thinking customer service is common sense and you just need to hire good people. How good anyone is at customer service comes down to their service aptitude. None of us had high service aptitude when we started our careers. It is not your employees responsibility to have high service aptitude it is the company’s to train it to them. The best CX companies have amazing service aptitude training.

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Comment on What are things to be avoided in CX? by Andy Schulkind https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-145 Thu, 08 Feb 2018 14:21:59 +0000 https://cxsuccesssummit.com/?p=1366#comment-145 Hi Susan, avoid the ‘one size fits all’ solutions for service recovery. Each customer interaction is situation based, and should be resolved on its own merits. Empowering employees to be flexible in their response will increase customer satisfaction and retention.

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Comment on What are things to be avoided in CX? by Paolo Fabrizio https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-144 Thu, 08 Feb 2018 08:50:59 +0000 https://cxsuccesssummit.com/?p=1366#comment-144 Avoid mixing up customer experience with customer satisfaction. E.g.: if you’ve promptly solved a customer’s problem which was generated by your lack of information or any other breach, they will be glad for the solution but not satisfied (the issue itself – thus customer’s effort – could have been prevented). That is why in our surveys we should always investigate also about the pre-issue phase.

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Comment on What are things to be avoided in CX? by Shep Hyken https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-143 Thu, 08 Feb 2018 01:02:05 +0000 https://cxsuccesssummit.com/?p=1366#comment-143 Avoid thinking you’re better than you are. Don’t make the mistake of implementing a CX program and assuming the customer agrees with you about how good it is. The customer’s perception is the one that counts. Just because you think you provide a great CX, doesn’t necessarily align with your in alignment with your customers expectations. Studies have shown a gap in what a company’s leadership thinks and what the customer thinks. Don’t get stuck in the GAP.

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Comment on What are things to be avoided in CX? by Moshe Davidow https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-142 Wed, 07 Feb 2018 18:21:12 +0000 https://cxsuccesssummit.com/?p=1366#comment-142 I love Chip’s answer!
My short answer is to avoid anything that makes it more difficult for the customer to do business with you.

The CX experience has to be built around what the customer wants (and yes that will change). Each target market will want a separate CX depending on what they value the most.

Do not argue with the customer about anything, especially about complaints. You won’t win, and more people will hear about his awful experience on Social Media.

Ignore the Me-Too syndrome.

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Comment on What are things to be avoided in CX? by Marilyn Suttle https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-141 Wed, 07 Feb 2018 15:53:06 +0000 https://cxsuccesssummit.com/?p=1366#comment-141 Customers expect accuracy and responsiveness, so avoid slip ups and manage these two expectations. Customers have two expectations that according to Gallup research become critical dissatisfiers when not met. First, they expect ACCURACY – Does your staff meet the commitments they make to customers? Is the product (or service) as promised? Next, they expect AVAILABILITY –Is it quick and easy for them to get a response to questions and requests?

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Comment on What are things to be avoided in CX? by Chip Bell https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-140 Wed, 07 Feb 2018 15:35:05 +0000 https://cxsuccesssummit.com/?p=1366#comment-140 * Assuming you know what matters most to customers without asking them. They change all the time!
* Forgetting to actively and continuously involve the front line in gathering and understanding customer intelligence.
* Failing to examine customers’ experiences through the eyes (and hearts) of your customers.
* Limiting your search for customer evaluation (and customer insight) to largely surveys.
* Building your processes around the pursuit of customer sat rather than what drives loyalty.

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Comment on What are things to be avoided in CX? by Nick Bush https://cxsuccesssummit.com/things-to-be-avoided-in-cx/#comment-139 Wed, 07 Feb 2018 15:18:02 +0000 https://cxsuccesssummit.com/?p=1366#comment-139 Susa, this is a potentially broad topic so I’ll pick on one thing, which is to avoid CX being downgraded to a reporting function. Yes, data on CX is absolutely vital and the organisation needs to know how CSAT, NPS or other key measures are doing but at one level that’s just admin. Focus instead on the CHANGES required to raise scores and focus those changes on the main outcomes the business delivers for its customers. That will avoid being relegated to item #15 on the senior management agenda.

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Comment on “Dump the Duds” How and When to Dump a Customer? by Natalie Calvert https://cxsuccesssummit.com/how-and-when-to-dump-a-customer/#comment-138 Thu, 01 Feb 2018 13:09:53 +0000 https://cxsuccesssummit.com/?p=1354#comment-138 Hello David
Divorce costs:
– an unhappy customer tells 12 others about their experience – so you might lose 13 customers
– on ave it costs 5x more to recruit a new customer than to sell to an existing one

So, time for great insight into how your Customer Experience educated/ ‘trained’ customers to behave this way. Then, absorb the learning across strategy, operations and people to become a better organisation, better people & better at CX.

Then talk and conciouslyuncouple.

Natalie

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Comment on “Dump the Duds” How and When to Dump a Customer? by Paolo Fabrizio https://cxsuccesssummit.com/how-and-when-to-dump-a-customer/#comment-137 Wed, 31 Jan 2018 09:50:14 +0000 https://cxsuccesssummit.com/?p=1354#comment-137 Hi David, what you define as ‘dud customer’ is for me a toxic one. A person whose behavior may sabotage your activity in different ways:
– Change their goals (even after signing a contract)
– Puts you constantly under pressure – whilst not respecting their agreed timelines
– Shows poor trust or respect towards you

As for the ‘when’ in your question, there is no perfect moment to dump – however the worst thing you can do is hoping that such customers use common sense.

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