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Customer Experience
Customer Experience
Importance of cx
Delivering a great customer experience is hugely important for any
business. The better experience customers have, the more repeat
custom and positive reviews you'll receive, while simultaneously
reducing the friction of customer complaints and returns.
If you need any more ideas, just think about the last time you were
frustrated as a customer—it's quite likely that one (or more) of the
above was the cause.
You may know some theory behind what makes good and bad CX,
but for it to make an impact on your business you need to have a
reliable method of collecting insight from your customers so you can
take action and make impactful changes.
CES surveys are usually sent out after an interaction with customer
service, with questions such as ‘How easy was it to get your issue
resolved today?’ and a rating scale going from ‘1: very difficult’ to ‘7:
very easy’. They also work well after customers reach important
milestones in their journey
You can choose to adapt the question slightly to better suit your business
and use a follow-up NPS question to get more insight, but the point of
NPS is to get a simple numerical score on a scale from 0 to 100 that
represents customer experience.
Unlike the Net Promoter Score, which asks customers to consider their
overall feeling towards the brand (and thus, their likelihood of
recommending it or not), CSAT focuses the customer’s attention on
specific touchpoints they were satisfied or dissatisfied with.
In our CX stats and trends, we found that the leading cause of customer
frustration is a long wait/response time. For that, TTR is a crucial metric
to track and improve: the shorter your TTR, the higher the chances your
customers will not experience frustration when they reach out for help.
The company’s goal was to turn reluctant visitors into one-time buyers,
and one-time buyers into lifelong promoters who would recommend the
same service to their family and friends. After choosing Net Promoter
Score as their primary CX metric, Taylor & Hart identified two essential
customer milestones and set up NPS surveys at each point:
With customer experience kept very much front-of-mind, Taylor & Hart
grew their NPS scores to over 80 (the highest in their industry) and
annual revenue followed suit and grew to €4.5M.
Reference
What is Customer Experience: Strategy, Examples, Tips | Hotjar
Reference
https://blog.softwareag.com/three-components-of-a-digital-cx-revolution
Reference
https://www.helpscout.com/blog/good-customer-service/