The document discusses how traditional customer service approaches focused on quick problem-solving and scripted interactions are ineffective for addressing "no-win" customer situations where issues cannot be resolved. It recommends training customer service agents in dialogue and communication skills to build emotional connections with customers even when problems cannot be immediately solved. Research showed that agents who used dialogue to connect optimistically with customers saw higher satisfaction scores, fewer escalations, and increased loyalty even in no-win situations where issues were not resolved in the call. The document advocates applying insights from communication science to help agents win difficult customer interactions through empathetic and personalized dialogue.
Are your service level reports all green, but your customer is still not happy? That's because traditional time-based IT support metrics suck. Discover a better way to measure IT service quality.
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
- During the week of July 6-10, a modified customer service survey was implemented to gather more relevant information. The author analyzed the data retrieved to see if any improvements had been made.
- Based on the analysis, the survey provided useful insights into customer wait times, satisfaction levels, and whether issues were resolved. Some questions proved redundant or yielded contradictory results and should be removed. Overall, the data showed slight improvements in customer satisfaction scores.
The document summarizes Intuit's journey in developing better metrics to measure customer satisfaction and loyalty through the Net Promoter Score (NPS). It discusses how Intuit shifted from using vague satisfaction statistics to the NPS, which asks customers how likely they are to recommend the company. This led Intuit to gain insights into detractors versus promoters. While the NPS helped Intuit improve customer experience and growth, some critics argue it is not the single best metric and other measures may provide better predictions of customer behaviors.
http://www.trinityp3.com
With Evalu8ing you can measure, manage and maximise the performance and alignment of the multiple stakeholder groups working together within your organisation following restructures, mergers and acquisitions, between organisations in joint ventures, strategic alliances and through a supply chain, in one easy to use on-line survey.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
Are your service level reports all green, but your customer is still not happy? That's because traditional time-based IT support metrics suck. Discover a better way to measure IT service quality.
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
- During the week of July 6-10, a modified customer service survey was implemented to gather more relevant information. The author analyzed the data retrieved to see if any improvements had been made.
- Based on the analysis, the survey provided useful insights into customer wait times, satisfaction levels, and whether issues were resolved. Some questions proved redundant or yielded contradictory results and should be removed. Overall, the data showed slight improvements in customer satisfaction scores.
The document summarizes Intuit's journey in developing better metrics to measure customer satisfaction and loyalty through the Net Promoter Score (NPS). It discusses how Intuit shifted from using vague satisfaction statistics to the NPS, which asks customers how likely they are to recommend the company. This led Intuit to gain insights into detractors versus promoters. While the NPS helped Intuit improve customer experience and growth, some critics argue it is not the single best metric and other measures may provide better predictions of customer behaviors.
http://www.trinityp3.com
With Evalu8ing you can measure, manage and maximise the performance and alignment of the multiple stakeholder groups working together within your organisation following restructures, mergers and acquisitions, between organisations in joint ventures, strategic alliances and through a supply chain, in one easy to use on-line survey.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
AskNicely - more valuable customers with NPSKai Crow
This document provides an introduction to Net Promoter Score (NPS), a framework for measuring customer satisfaction and loyalty. It discusses how NPS works, including that it uses a single survey question that asks customers how likely they are to recommend a business on a 0-10 scale. Responses are categorized into Promoters (9-10), Passives (7-8), and Detractors (0-6) to calculate an overall NPS score. The document explains that NPS aims to provide useful customer feedback with minimal questions. It also provides tips for implementing an NPS program, such as scheduling relationship and transactional surveys.
What Is Customer Effort Score and How Do You Measure CES?Kayako
What is customer effort score (CES)?
This metric shows how much effort the customer thinks they had to put in to have their problem resolved. It’s a survey question “How easy was it for you to get your problem solved?” (scale of 1 to 5)
Why should you measure customer effort scores?
Knowing your CES allows you to see what needs to be done to improve the way your support team interacts with your customers.
It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.
Learn everything you need to know about customer service metrics: https://blog.kayako.com/customer-support-metrics/
The document discusses best practices for sales communication using Tellwise software. Tellwise aims to help salespeople manage communications with prospects from initial contact through close by providing insight, structure, a good customer experience, and time savings. It summarizes key best practices like having a communication strategy, tracking prospect behavior, maintaining a numbers approach to prospecting, responding quickly to prospects, persisting in communications, prioritizing prospects, and analyzing results to improve. Tellwise supports these practices through features like templates, reminders, analytics, and tools to engage prospects in real-time. Adopting these practices combined with Tellwise can lead to amazing sales results.
[Webinar] Survey and Net Promoter Score Best PracticesGainsight
The document discusses survey best practices for measuring Net Promoter Score (NPS) and customer satisfaction. It covers planning surveys, designing effective survey questions, communicating surveys to customers, analyzing survey results, and taking action based on feedback. Implementing regular NPS surveys in Gainsight allows companies to trigger follow-ups for promoters, detractors, and passives to improve the customer experience. Analyzing NPS by customer segments provides insights to increase retention and identify upsell opportunities.
Net Promoter Recession-Proof Growth StrategyPaul Marsden
This document discusses how Net Promoter can be used as a recession-proof growth strategy. It argues that focusing on customer loyalty through recommendations can help drive sustainable profitability even during economic downturns. The Net Promoter system aims to simplify customer feedback into a single metric to make it easy for companies to prioritize improving the customer experience and aligning the organization around customer-centric goals. Relying on word-of-mouth networks activated by promoters is also presented as a way to cut through marketing clutter during recessions when companies have smaller budgets.
The document provides an overview of developing a Net Promoter Score (NPS) program for client XYZ. It discusses the pros and cons of using NPS as a metric, as well as potential pitfalls to avoid. Key recommendations include building a more comprehensive customer feedback program, gaining organization-wide commitment, implementing timely follow-up processes, and clearly communicating goals, lessons learned, and actions taken.
Customer satisfaction survey company - CViewSurveyCviewSurvey
CViewSurvey is a web and mobile application that provides digital surveys to evaluate customer and employee experience through traditional paper surveys. The surveys can help businesses understand customers better to improve their experience and create a customer-centric culture. A customer satisfaction survey measures customer satisfaction levels and can identify happy customers who may become brand advocates as well as unhappy customers likely to spread negative reviews. CViewSurvey allows customized surveys on web and mobile to collect unlimited responses and provides real-time analytics on survey data through secure cloud storage.
Service Strategy is a Wellington-based service consultancy with over 30 years of experience. They conducted a 2017 New Zealand Service Survey of 330 individuals. The survey found that word-of-mouth advocacy from great service can significantly increase business, while poor service can damage businesses as most people will never return and can easily recall where they received bad service. The summary concludes that feedback systems are important for understanding customer experiences and improving service.
Internal Communication Ideas - 10 Simple Secrets to Totally Rock Your Interna...Axero Solutions
A good internal communication strategy makes good business sense.
If your employees are communicating effectively, you’ll have a highly-committed and well-performing workforce. Effective communication also creates a can-do culture and leads to a learning organization.
If you want to totally rock how your management team and employees communicate, here are 10 internal communication ideas to get you started.
We’ve come up with a list of common business communication questions and how their solutions will fit into your internal communication strategy.
The document discusses the Net Promoter Score (NPS), a customer loyalty metric. NPS divides customers into three categories: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). Apple uses NPS to improve customer service and increase loyalty. Their NPS has risen from 57 to 72 since 2007 as they call each detractor and turn dissatisfied customers into loyal ones. NPS can help companies assess growth, benchmark performance, and focus on improving customer experience. However, some argue NPS oversimplifies loyalty and does not fully capture customer behavior.
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
This document discusses strategies for delighting clients. It provides six strategies: 1) Send helpful emails with resources and tutorials; 2) Show you care about clients on a personal level by remembering important dates; 3) Provide thorough reports and context on metrics; 4) Ensure all parties understand the vision through visuals and documentation; 5) Think outside the box by proposing new ideas and optimizations; 6) Respect clients' time by providing realistic timelines informed by past projects. Various agency representatives provide examples for each strategy.
The document discusses five keys to future-proofing customer service success: 1) Empathy is important for customer satisfaction and retention. 2) Frequent and open communication helps resolve issues and anticipate customer needs. 3) Using multiple platforms meets customers where they are and uses automation appropriately. 4) Ensuring a good fit between support solutions and agents creates loyalty. 5) Technology and automation improve the customer experience when handled simply while leaving complex issues to agents. The keys emphasize adapting customer service to meet changing customer expectations and using tools to enhance empathy and resolution.
The document discusses how the customer relationship has changed in the digital era. There is now greater transparency, giving customers more information and control. This transparency puts pressure on companies to ensure their brand promise and customer experience are closely aligned. Companies must make operational changes to deliver on the brand promise and meet evolving customer needs and expectations. While technology has changed interactions, fundamental customer needs remain the same - companies need to focus on both adapting to new technologies and strengthening relationships through excellent operational execution.
The Changing Nature of the Customer Relationship by North HighlanddBrooke Novak
Things have changed with the way the customer experience is enacted. Success has less to do with big strategic decisions and more to do with practical, everyday operational decisions – and then getting them implemented. Customers have more control – much more. Product information, peer reviews and ratings, even competitors are all just a click away. This increased transparency puts brand promises to the test. And, whether you are B2C or B2B, your customers have become accustomed to personalized services, relevant and personalized offers, and customizable capabilities. All on demand. How do you meet these demands – let alone exceed them? This paper explores considerations on how to harness the power of digital information on the front line of the customer relationship to power your competitive edge through to your bottom line.
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
AskNicely - more valuable customers with NPSKai Crow
This document provides an introduction to Net Promoter Score (NPS), a framework for measuring customer satisfaction and loyalty. It discusses how NPS works, including that it uses a single survey question that asks customers how likely they are to recommend a business on a 0-10 scale. Responses are categorized into Promoters (9-10), Passives (7-8), and Detractors (0-6) to calculate an overall NPS score. The document explains that NPS aims to provide useful customer feedback with minimal questions. It also provides tips for implementing an NPS program, such as scheduling relationship and transactional surveys.
What Is Customer Effort Score and How Do You Measure CES?Kayako
What is customer effort score (CES)?
This metric shows how much effort the customer thinks they had to put in to have their problem resolved. It’s a survey question “How easy was it for you to get your problem solved?” (scale of 1 to 5)
Why should you measure customer effort scores?
Knowing your CES allows you to see what needs to be done to improve the way your support team interacts with your customers.
It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.
Learn everything you need to know about customer service metrics: https://blog.kayako.com/customer-support-metrics/
The document discusses best practices for sales communication using Tellwise software. Tellwise aims to help salespeople manage communications with prospects from initial contact through close by providing insight, structure, a good customer experience, and time savings. It summarizes key best practices like having a communication strategy, tracking prospect behavior, maintaining a numbers approach to prospecting, responding quickly to prospects, persisting in communications, prioritizing prospects, and analyzing results to improve. Tellwise supports these practices through features like templates, reminders, analytics, and tools to engage prospects in real-time. Adopting these practices combined with Tellwise can lead to amazing sales results.
[Webinar] Survey and Net Promoter Score Best PracticesGainsight
The document discusses survey best practices for measuring Net Promoter Score (NPS) and customer satisfaction. It covers planning surveys, designing effective survey questions, communicating surveys to customers, analyzing survey results, and taking action based on feedback. Implementing regular NPS surveys in Gainsight allows companies to trigger follow-ups for promoters, detractors, and passives to improve the customer experience. Analyzing NPS by customer segments provides insights to increase retention and identify upsell opportunities.
Net Promoter Recession-Proof Growth StrategyPaul Marsden
This document discusses how Net Promoter can be used as a recession-proof growth strategy. It argues that focusing on customer loyalty through recommendations can help drive sustainable profitability even during economic downturns. The Net Promoter system aims to simplify customer feedback into a single metric to make it easy for companies to prioritize improving the customer experience and aligning the organization around customer-centric goals. Relying on word-of-mouth networks activated by promoters is also presented as a way to cut through marketing clutter during recessions when companies have smaller budgets.
The document provides an overview of developing a Net Promoter Score (NPS) program for client XYZ. It discusses the pros and cons of using NPS as a metric, as well as potential pitfalls to avoid. Key recommendations include building a more comprehensive customer feedback program, gaining organization-wide commitment, implementing timely follow-up processes, and clearly communicating goals, lessons learned, and actions taken.
Customer satisfaction survey company - CViewSurveyCviewSurvey
CViewSurvey is a web and mobile application that provides digital surveys to evaluate customer and employee experience through traditional paper surveys. The surveys can help businesses understand customers better to improve their experience and create a customer-centric culture. A customer satisfaction survey measures customer satisfaction levels and can identify happy customers who may become brand advocates as well as unhappy customers likely to spread negative reviews. CViewSurvey allows customized surveys on web and mobile to collect unlimited responses and provides real-time analytics on survey data through secure cloud storage.
Service Strategy is a Wellington-based service consultancy with over 30 years of experience. They conducted a 2017 New Zealand Service Survey of 330 individuals. The survey found that word-of-mouth advocacy from great service can significantly increase business, while poor service can damage businesses as most people will never return and can easily recall where they received bad service. The summary concludes that feedback systems are important for understanding customer experiences and improving service.
Internal Communication Ideas - 10 Simple Secrets to Totally Rock Your Interna...Axero Solutions
A good internal communication strategy makes good business sense.
If your employees are communicating effectively, you’ll have a highly-committed and well-performing workforce. Effective communication also creates a can-do culture and leads to a learning organization.
If you want to totally rock how your management team and employees communicate, here are 10 internal communication ideas to get you started.
We’ve come up with a list of common business communication questions and how their solutions will fit into your internal communication strategy.
The document discusses the Net Promoter Score (NPS), a customer loyalty metric. NPS divides customers into three categories: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). Apple uses NPS to improve customer service and increase loyalty. Their NPS has risen from 57 to 72 since 2007 as they call each detractor and turn dissatisfied customers into loyal ones. NPS can help companies assess growth, benchmark performance, and focus on improving customer experience. However, some argue NPS oversimplifies loyalty and does not fully capture customer behavior.
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
This document discusses strategies for delighting clients. It provides six strategies: 1) Send helpful emails with resources and tutorials; 2) Show you care about clients on a personal level by remembering important dates; 3) Provide thorough reports and context on metrics; 4) Ensure all parties understand the vision through visuals and documentation; 5) Think outside the box by proposing new ideas and optimizations; 6) Respect clients' time by providing realistic timelines informed by past projects. Various agency representatives provide examples for each strategy.
The document discusses five keys to future-proofing customer service success: 1) Empathy is important for customer satisfaction and retention. 2) Frequent and open communication helps resolve issues and anticipate customer needs. 3) Using multiple platforms meets customers where they are and uses automation appropriately. 4) Ensuring a good fit between support solutions and agents creates loyalty. 5) Technology and automation improve the customer experience when handled simply while leaving complex issues to agents. The keys emphasize adapting customer service to meet changing customer expectations and using tools to enhance empathy and resolution.
The document discusses how the customer relationship has changed in the digital era. There is now greater transparency, giving customers more information and control. This transparency puts pressure on companies to ensure their brand promise and customer experience are closely aligned. Companies must make operational changes to deliver on the brand promise and meet evolving customer needs and expectations. While technology has changed interactions, fundamental customer needs remain the same - companies need to focus on both adapting to new technologies and strengthening relationships through excellent operational execution.
The Changing Nature of the Customer Relationship by North HighlanddBrooke Novak
Things have changed with the way the customer experience is enacted. Success has less to do with big strategic decisions and more to do with practical, everyday operational decisions – and then getting them implemented. Customers have more control – much more. Product information, peer reviews and ratings, even competitors are all just a click away. This increased transparency puts brand promises to the test. And, whether you are B2C or B2B, your customers have become accustomed to personalized services, relevant and personalized offers, and customizable capabilities. All on demand. How do you meet these demands – let alone exceed them? This paper explores considerations on how to harness the power of digital information on the front line of the customer relationship to power your competitive edge through to your bottom line.
The Changing Nature of the Customer Relationshipmichellereape
This paper explores considerations on how to harness the power of the customer relationship on the front lines to power our clients’ competitive edge through to their bottom line
This document discusses transforming contact center metrics by implementing a Customer Experience Business Intelligence (CXBI) methodology. CXBI captures the right data, monitors key metrics, and enables integrated, data-driven decision making across organizations. Traditional contact centers rely on limited metrics that do not provide enough insight. CXBI addresses this by connecting data sources to understand the total customer experience and make informed strategic decisions.
The document summarizes key insights from the 2014 Total Customer Experience Summit. It discusses how understanding the customer experience across all touchpoints can impact brands. It then provides 8 insights from the summit on improving the customer experience: 1) Build relationships by understanding customer emotional needs, 2) Give customer service representatives authority to resolve issues, 3) Your brand is how customers feel, 4) Save customers time, 5) Use customer feedback to resolve issues and improve, 6) Map the customer journey to find highlights and trouble spots, 7) Engaged employees are brand ambassadors, 8) Iterate improvements continuously. The overall message is that focusing on the customer experience and relationships can impact brands.
New research conducted by Populus and Esteban Kolsky for Thunderhead.com presents the engagement opportunity, and a new model for building customer engagement.
Accenture's report explains how creating effortless experiences are so simple and easy with our data-driven strategy framework to drive growth. Read more.
Business leaders must find new ways to maintain customer bases in today's competitive marketplace while reducing costs without compromising quality. An effective approach is to focus on the total customer experience through supply chain and operations management. Customer experience management requires integrating marketing, sales, technology, supply chain, and social media to create a consistent brand and be responsive to customers. Companies must listen to customer feedback through various channels to continuously improve processes and better satisfy customers. Maintaining loyal customers is important for generating repeat business and revenue growth.
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
This document discusses measuring customer satisfaction using Net Promoter Score (NPS). It begins by providing an overview of NPS, noting its promise to deliver results with minimal effort but also acknowledging criticisms of the method. The document then examines using NPS for small and medium enterprises, discussing how to design a customer satisfaction measurement system and integrate it within an organization's management processes. It also reviews previous studies that have criticized NPS, finding it a poor predictor of loyalty and satisfaction. The document concludes by discussing how to properly define customer satisfaction, customers, and quality to develop an effective customer satisfaction measurement approach.
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
Connecting with customers is fundamental to marketing success but often overlooked. Building relationships through every interaction in person, by phone, email, or online can build loyalty. Understanding what is important to customers and addressing their needs rather than just product features is key. Regular communication through email with relevant, personalized, and timely content tailored to different customer segments helps foster ongoing relationships.
Presentation from the Lithium Get Real Tour event in Chicago on Sept 22, 2010 featuring Katy Keim (Lithium), Sean O'Driscoll (Ant's Eye View), Todd Shimizu (Juniper Networks).
The document discusses managing customer experience to increase loyalty, retention, and acquisition. It provides an overview of TeleFaction, a company that offers tools to measure customer satisfaction in real-time through closed-loop feedback. Examples are given of Danske Bank's use of TeleFaction's tools to measure customer experience and improve service based on customer feedback.
In this webinar you’ll learn:
- Customer Service Top Challenges
- Customer Service Best Practices in Social Media
- How to Provide Smarter Customer Service
Similar to Winning the No Win Customer Situation (20)
2. STARTEK,Inc.
2
winning the ...
NO-WIN CUSTOMER CARE SITUATION:
APPLY NEW INSIGHT FROM COMMUNICATION
RESEARCH TO IMPROVE CUSTOMER SATISFACTION
You’ve tried everything, but nothing you’ve implemented seems to have a
significant or lasting impact on your contact center’s customer satisfaction
numbers.Tasked with improving customer-facing metrics, you intuitively know
that there’s something more or different that your agents (we’ll call them
engagement specialists) should be doing when it comes to interacting with
your customers. But what is it?
The answer goes against popular wisdom in the customer care industry.
Current programs, processes, and technologies focus on standardizing the
human interaction between customers and engagement specialists.The theory
is that by focusing on solving problems quickly and effectively using uniform,
scripted communication, customer experience will improve and satisfaction will
increase accordingly. While these approaches may help you meet your average
handle time and first call resolution goals, they don’t help significantly improve
customer satisfaction.
That’s because something we call the “no-win” situation in customer care is
on the rise, and traditional approaches won’t help you address them. Instead,
there’s a profoundly different approach based on human communication
science that helps your brand win the no-win situation and create sustained
improvement in customer satisfaction scores, as well as other customer-facing
performance metrics.
we’re in a perfect storm
One of the reasons why it’s so difficult to improve customer satisfaction scores
is that we’re now in a perfect storm: a collision of social and technological
forces that are rendering our contact center scripts, learnings, and processes
essentially useless:
• Complexity: Technology is growing more complex every day.
Wearables,virtual reality, smart TVs, smart home, 3D printing—the list of
new technologies goes on and on, with entirely new categories appearing
in the blink of an eye. We’re doubling down on complexity as we connect
all types of devices to each other, the Internet, and our friends, families,
and colleagues.
• Importance: Modern life is increasingly dependent upon technology,
with the result that people develop a strong emotional attachment to their
technology. Research of smartphone users in the UK, Hong Kong, China,
Canada, Australia, Peru, and the U.S. found that people grow emotionally
attached to their smartphone, or at least the connectivity and the
technology that the device facilitates1
.
3. STARTEK,Inc.
3
• Access to information: The Internet provides us with answers to
many questions and problems, especially the simple ones. Forrester
analyst Kate Leggett reports that “customers resolve straight-forward
customer service interactions via self- service, leaving complex issues like
account closure, booking a complex multi-city set of flights, or an
explanation of smart metering billing policies for phone conversations.” 2
STARTEK customer satisfaction research shows that 78 percent of
customers have diligently tried to solve their issues on their own before
contacting an engagement specialist.
When you consider these three trends, you realize why engagement specialists
are faced more frequently with no-win situations—ones where issues cannot
be resolved during the conversation. People only call when they can’t resolve
the issue on their own, leaving your engagement specialists to handle complex
problems with no easy answers.
Relying on traditional contact center approaches becomes a recipe for failure
and a leading cause of poor customer satisfaction.
the hidden value of
the no-win situation
Imagine this: a customer calls in because your Internet service is down.Your
customer needs to have the service available within the next hour because
performing his job depends on it.Your engagement specialist cannot solve
the issue. It will take at least two hours for a service technician to attempt to fix
the problem.
The customer is clearly unhappy, so the assumption is that satisfaction will be
low. However, some engagement specialists can achieve a high satisfaction
score—even in no-win situations like the example just described.
How is that possible? STARTEK research shows that customer satisfaction
and willingness to recommend the brand are directly related to the customer’s
perception of the engagement specialist’s communication skills. In fact, our
research shows that communication skills actually mitigate the relationship
between whether the issue was resolved on the call and the customer’s
willingness to recommend the brand.
That’s why you need to help your engagement specialists win the no-win
situation—and every interaction with customers—to truly move the needle on
customer-facing performance metrics such as customer satisfaction and Net
Promoter Score.
The voice channel
for escalation
Analyst firm Forrester reports that
phone use for customer service
steadily decreased from 2009 to 2015.
With customers using self-service for
straightforward interactions, the voice
channel is now reserved for complex
issues that take longer to resolve. How-
ever, these interactions are “opportuni-
ties to build positive customer relation-
ships with an end goal of increased
customer retention.”
Source: “Your Customers Don’t Want
to Call You for Support,” Kate Leggett,
Forrester, March 3, 2016.
4. STARTEK,Inc.
4
turning no-win contacts
into higher customer
satisfaction scores
Your engagement specialists must be able to connect uniquely as a human to
your customers. As you can imagine, that’s much easier said than done. In fact,
creating a unique and authentic experience that is professional, personalized,
and punctuated by moments of spontaneity isn’t rocket science. It’s much
harder indeed.
That’s because you can’t script how to win the no-win situation.To gain trust
and connect emotionally, your engagement specialists have to get away from
the script. Because relying on a script does not create the ideal dialogue you
need to connect emotionally with customers and improve their perception of
the brand.
Through the use of dialogue communication skills, engagement specialists
can win the no-win situation by learning how to frame adverse situations
optimistically, educate customers in ways that reduce their anxieties, and
anticipate customer needs to lessen effort.
For instance, a regional cable provider engaged STARTEK to help its
engagement specialists:
• Respond to concerns optimistically and with emotional understanding
• Anticipate customer needs
• Create an engaging and effortless experience
• Serve as a customer advocate
The communications company deployed a solution that helped engagement
specialists learn and adopt conversational habits that build emotional
connection. By the end of the first year, the company had:
• Earned its first JD Powers award for customer service
• Increased its Net Promoter Score by 10 percent
• Increased unsolicited compliments by 18 percent
• Decreased escalations by 26 percent
conclusion
While no-win customer care situations are the new norm, they are also
opportunities to deepen your engagement with customers and finally improve
customer satisfaction and loyalty scores.
STARTEK can help your company achieve its customer-facing performance
goals using engagement-driven solutions that are based on proven
communication research and neuroscience advances. We’ll help you bridge
the gap between science and practice to improve engagement specialist and
customer conversations and win no-win situations.
It pays to connect
with dialogue
The STARTEK Science Lab conducted
a study of 140 recorded conversations
that were tied to a subsequently com-
pleted satisfaction survey. Analysts de-
termined 53 of the conversations to be
“no-win” situations, where no immedi-
ate solution could be provided.
Analysis of the survey question, “How
likely are you to continue your ser-
vice?” showed that even though these
53 calls were not “winnable,” there
was a distribution of results spanning
“Definitely Not Continue” to “Definitely
Continue.”
Closer examination showed that cus-
tomers were 1.6 times more likely to
indicate that they were not likely to
continue the service when engage-
ment specialists were transacting (i.e.,
focused on following a script and keep-
ing the conversation as short as pos-
sible) rather than attempting to connect
through dialogue.
REFERENCES
1
“The Emotional Attachment of Owning a Smartphone,”
Loughborough University, January 28, 2015.
2
Leggett, Kate, “Online Self Service Dominates Yet
Again. Why? It’s an Effortless Way to Get to Your
Answers,” Forrester,
January 28, 2016.