A group of customer strategists recently considered various ways to keep an established customer experience program visible. All of their programs are fairly mature and they share a common challenge of keeping employees engaged and motivated to take action.
Here are some of best practices identified to avoid these obstacles and keep the VoC initiative front and center:
Usually when we think of relationships, we think of having a connection with another person. Relationships are so important that Facebook profiles indicate you are “in a relationship” when you have a special connection with someone.
A friend made the decision to home school her oldest child this year. The reason? Family interactions were turning into a series of transactions. They were losing the key ingredients of a real relationship. Every day they went through the same routine: Wake the kids up, get them to school, go to afterschool activities, do homework, have dinner, and then bed time. By simply going from event to event, they were missing the critical connections of being a family. Home schooling is changing their interactions – from going through the motions to having a lot more involvement in each other’s lives. It’s not for everyone, but it is making all of the difference in how this family connects with each other.
As a customer strategist you...
How does your company operate? Are you “winging it” or do you have a plan and a process to get things done?
According to urbandictionary.com “winging it” means to improvise with little preparation.
There may be successful companies that don’t plan much. But in my experience, without a plan and process to improve the customer experience - nothing happens.
Companies are much more likely to achieve their goals when their systems and processes work together. This was recently reinforced when a business colleague shared a successful example of using customer feedback in a very tangible way.
• The VOC program identified issue resolution as a priority area for the support organization. Open case age was over 50 days. A customer could easily get lost in the shuffle. Eventually many had to call in again and start all over. (How frustrating would that be?)
• The team put a big focus on managing and reducing open case...
Have you ever had a two-by-four moment? By that, I mean an “a-ha” experience. It’s like someone hit you with a two-by-four and all of a sudden you have clarity about the situation. You see things in a brand new way.
Recently an executive of a leading U.S.-based distribution organization had a “two-by-four” moment when he reviewed their Customer Loyalty results. His company is pursuing a growth strategy, with the goal of increasing profitability and sales. In an effort to better understand the market position, the VOC initiative included a measure to gauge share of wallet. On first glance their results are extremely positive. They have the vast majority of their customers’ business.
But, wait a second. There is a small portion of business that is going to the competition. That share of business going to the competition is increasing. Furthermore, when you translate the amount of business that is going to other organizations into lost...
Customer Loyalty programs uncover insights about the health of customer relationships, and they can even provide sales leads to generate additional business. Recently a Customer Experience Manager discovered 90% of the leads generated from their VOC program have not been acted on.
Sales has obviously not done anything to convert the opportunities. That’s not logical - ignoring opportunities doesn’t make sense. Or does it?
Pat Gibbons recently blogged here about why customer insights go to waste. This might be a perfect example. Was this simply a process breakdown? Or was it a failure to communicate?
...
I love Trefoils. Thin Mints are a close second (and apparently the top seller nationwide). Every year my family looks forward to Girl Scout cookies. We buy a bunch of cookies, yet they have a tendency to disappear very quickly.
My family has a tradition of girl scouting. My mother was a scout, I was a scout, and my nieces are girl scouts. Given that tradition combined with my love of Trefoils, one could say that I am Truly Loyal.
Imagine my excitement to learn there is a new Customer Loyalty badge for Girl Scouts. "Girls told us they want...
Customer Experience Management Leader
Forrester Research names Medallia a Leader in EFM Satisfaction and Loyalty Solutions.
— Exclusive Sponsor of CustomerExperienceOne.com —
Spaces by Moxie™
Connecting employee collaboration and customer communication into a single suite.
— Exclusive Sponsor of SocialBusinessOne.com —
Conversational Marketing Technology
The only conversational marketing technology that empowers.
— Exclusive Sponsor of DigitalMarketingOne.com —
Customer Strategies,The Walker Index shows that our clients outperform the market 7 to 1.
— Exclusive Sponsor of CustomerLoyaltyOne.com —
