CXmas in July: Our Best Tips and Tricks

By: Lisa Sigler

July 22, 2016

Tags:
Customer Feedback
Social Engagement
Voice of the Customer

The sweltering conditions predicted for much of the USA this weekend made us nostalgic for the 12 Days of CXmas (because we had record-breaking heat back in December, too!).

Here are some of the gifts that we shared for implementing and growing your customer experience management program:

CX best practices.
These high-level tips will keep you off the “naughty list” and help you see real improvements in your customer experience.

Our suggestions range from showing empathy to customers to recognizing customer-centric employees, for a common sense approach to putting the customer first.

Social engagement tips.
Greeting cards aren’t the only way to keep in touch anymore. Social media is now critical to the overall customer experience.

We offered nine social engagement tips, including the fundamental “Make sure you’re listening to your customers!

Real customer use cases.
When you understand how successful companies use CX tools and processes, it gives you a shortcut for developing your own best practices.

Examples include VMWare, which showed its real commitment to customers by letting feedback influence pricing policy: “Within 6 weeks of receiving critical feedback about a controversial global pricing change, VMware’s CEO reversed the policy, announcing the decision at their company conference—to a standing ovation of 20,000 customers, inspiring a Wall Street Journal article about the ‘bold’ customer oriented decision.”

Techniques for pulling insights from negative feedback.
Nobody wants a lump of coal, but negative feedback can be incredibly valuable if you know how to analyze it and take action to inspire change.

For example, using multivariate regression techniques allows you to look at multiple attributes and themes in your feedback to unlock what is the most important component driving your satisfaction scores. For one café chain, it revealed that the root cause of low sentiment was birds interfering with customers sitting outdoors.

Inspiring CX quotes.
If you are trying to get executive buy-in, looking for great words to spice up an insights presentation, or even trying to remind yourself why your CX work is important, quotes like these will do the trick:

Make the customer the hero of your story. –Ann Handley, Chief Content Officer, MarketingProfs

Tips for new CX practitioners.
Customer experience management is a new field, and practitioners are often charting a new course within their organizations. We’ve helped many companies establish their first CX program and make it a success.

From learning the fundamentals of the customer experience space to getting executive buy-in, we know what rookies need to do to be successful and (using Rudolph the Red-Nosed Reindeer as a seasonally-appropriate guide) we give you the scoop.

Guidance on using customer feedback to improve your call center.
77% of call center managers believe that hiring and training high-performing agents is the key to delivering a superior customer experience. Customer feedback shows you what areas to focus on for training.

You can also use customer feedback to ensure that you are providing a consistent experience across every call center agent as well as through all other customer touch points.

Key survey questions.
If you are doing customer surveys, there are certain things you should always ask:

  • How would you rate your experience with your [purchase, experience, interaction, etc.]?
  • [Company name] made it easy for me to handle my issue:  Strongly disagree/Disagree/Neutral/Somewhat agree/Agree/Strongly Agree
  • On a scale of 0-10, how likely would you be to recommend [company name] to a friend or colleague?
  • Please tell us why you gave us this score.

 A look at three major components of true customer-centricity.
Solicited feedback, omni-source unsolicited feedback, and deep customer analysis are the main components of a customer experience management program that allows you to listen, analyze, and then act on customer feedback.

Santa’s scorecard.
How is Santa’s customer experience? (Hint: He’s killing it.)

 

These principles are not just for the CXmas season—they’re for all year! Stay cool and remember: only 155 more days until Christmas!

The 12 Days of CXMas

11 Jolly Customer Experience Quotes

10 CX Stars Shining Brightly

9 Merry Social Engagement Tips

8 Ways to Avoid the CX Naughty List

7 Ways to Mine CX Coal

6 Ways Rudolph Got a CXMas Promotion

5 Golden Rings: Insights from the Call Center

4 Evergreen Survey Survey Questions

3 Recipes for CX Cheer

2 Examples of Customer Joy

1 Sentiment Scorecard

 


Lisa Sigler is Sr. Manager of Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value and benefits of technology to life. In her current role, she works to demonstrate Clarabridge’s position as thought leader and trailblazer in the Customer Experience Management market. Lisa holds a B.A. of English from Kent State University. Read more from Lisa on Twitter @siglerLis.
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