Also read: A strategy for customer experience: what feeling do you give your customer?
4. Capture customer feedback in real time
How do you know if you’re delivering a “wow” customer experience? You need to ask yourself this. And ideally, you do this by capturing real-time feedback.
For example, use live chat tools so you can engage with your customers in the moment and then send each customer a follow-up email afterwards using post-interaction surveys and other similar CX tools.
You can also call your customers to gain insights and feedback.
It is also important to attribute customer feedback to a specific employee, allowing you to measure who is performing well in this area.
5. Use a quality framework and monitor the development of your employees
By following the steps above, you will find out what customers think about the quality of your service compared to the CX principles you have defined. The next step is to identify the training needs for each individual employee.
Many organizations assess the quality of communication via telephone and email, but a quality framework goes one step further. It allows you to plan and monitor the development of your employees via coaching, e-learning and group training.
6. Do something with your employees' feedback
Most organizations conduct an annual survey to capture general employee feedback, often about how engaged they are and how well the company is delivering exceptional service. But what happens in the eleven months between the surveys?
The answer in most cases is nothing. This is where continuous employee feedback can come into play. This can be done using tools that allow the employee to share ideas on how to improve the customer experience and that allow managers to see what the employee thinks about the company climate.
For example, using project management software or social media tools, you can create a closed environment in which your employees can continuously leave feedback.
Finally, how do you know if all these investments in your people, processes and technology are working and profitable? The answer lies in the business results.
Measuring customer experience is one of the biggest challenges for companies. Many companies use the so-called ' Net Promoter Score ', or NPS. This can provide valuable insights by simply asking usa telegram data the following question: 'Would you recommend this company to a friend or family member?'
Measuring NPS for better CX.
NPS, created by Rob Markey and Fred Reichheld , is a suitable metric to measure customer experience, as many companies use this tool. The fact that it is easy to implement and measure makes NPS a favorite among company boards and executive committees.
Continuous feeding
Customer expectations are higher than ever today and word of mouth plays a huge role! As the customer becomes more vocal, the importance of the customer experience increases.
CX is an area that needs to be continuously nurtured. A greater focus on customer experience strategy will positively impact customer loyalty, result in higher retention of existing customers and achieve greater revenue growth.
Do you have the customer at the center of your company? I trust that with these 7 tips you will come a long way.
