Ten Customer Experience Hacks
1
There’s nothing worse than asking for feedback days, weeks or even months after an interaction. The moment has gone and all of that valuable customer insight has been lost with it (heck, you’ll be lucky if they even remember what they purchased from you!). Ask customers for their feedback in real-time, so that you can use their comments to make immediate improvements. Read how on Lifehacker.com Feedback collected immediately after an interaction is 40% more accurate than feedback collected 24 hours later #1 Don't let their opinions go stale… Bread gone stale? Rub an ice cube on it! 10 CX Hacks 10 Life Hacks The phrase ‘Life Hacks’ is pretty much unavoidable these days - take a quick look on your favourite social media sites and you’ll no doubt come across a video showing you how you’ve been peeling oranges wrong your whole life, or 100 different things you can do with a toilet roll tube. It's all about making life easier. But what about your customers' lives? To show you how you can create an effortless and engaging Customer Experience, we've put together 10 Hacks to help you think outside the box (with some great Life Hacks we found along the way!) Think of everything you could achieve in the space of 15 minutes… finish off the laundry, cook yourself dinner, reply to those emails you’ve been putting off all day. Now would you spend that time filling in a lengthy customer survey? Avoid bombarding your customers with drawn out questionnaires and just ask one open question instead - “How are we doing?”, and they’ll tell you what really matters to them. Read how on Mentalfloss.com “Real customer insight sits with the people who didn’t take your survey.” #2 Tick tock, Tick tock… Short on time? Save yourself 15 minutes today! It’s a fact of life that no two customers are the same…what might work for affluent ladies-that-lunch probably won’t for the lads down the pub, so it’s important to know your audience. Take a multi-channel approach and talk to your customers through the channel that suits them best, and then remember their preferences. Read how on Blacklapel.com 65% of customers are frustrated by inconsistent experiences across channels #3 Suits you, sir! Struggle to pack your suit jacket? Fold it inside out! When you make it easy for them, customers will tell you everything you need to hear, in their own words. Make sharing feedback effortless for your customers by letting them have their own say at a time that suits them - regardless of what time your office closes. Use a combination of Event Triggered Requests and Listening Posts to make sure you never a miss a thing. Read how on Lifehack.org 94% of customers who have a low-effort service experience will buy from that same company again #4 Easy peasy, lemon squeezy… Life handed you lemons? Here’s how you can make the most of them! If you’re trying to build a strong relationship with your customers, messages that begin with, “Dear valued customer”, are never a great start. With heaps of technology (and presumably, customer data!) available to you, make sure that you’re taking advantage of it by personalising all of your communications and making your customers feel like they’re talking to a friend, not a faceless brand. Read how on Lifehack.org 28% of consumers said they’d be willing to give up their favourite Social Media networks for a WEEK in order to receive appropriate content based on their personal interests #5 Say my name, say my name… Forgotten someone’s name? No problem! If you want to give your customers an effortless experience, it’s important to keep them in the loop every step of the way. Whether it’s letting them know when to expect a delivery, or sending them an update on the progress of their application, by giving them all the information they need before they have to ask for it, you’ll reduce inbound calls and increase satisfaction. See how on YouTube 94% of customers want relevant, timely SMS! #6 Keep them in the loop Forget bunny loops… tie your shoes in two seconds with this method! There’s nothing more frustrating than receiving a message from a brand and having no way of responding quickly, especially if all the customer wants to do is make a simple change. By using a two-way messaging system you can turn your communications into an intelligent conversation and increase your efficiency. Read how on Lifehack.org SMS is the single most powerful real-time engagement channel on the planet #7 It takes two to tango… Trouble sticking to good habits? Use the two minute rule… There’s no point in asking for feedback unless you’re going to do something about it. Customers want to know that they‘ve been heard. Make sure that you acknowledge your customers’ comments and ideas by taking action, improving your products/services and communicating back any changes you’ve made. Read how on Buzzfeed.com Repurchase probability changes from 32% to 89% when a problem is acknowledged and resolved #8 Don’t throw their insight away… Step away from the bin! There are plenty of things you can do with that rubbish! You’ve captured your customers’ thoughts, taken action, and turned their good experience into a great one. Now it’s time to get them to spread the word. By identifying your Raving fans and encouraging them to share their positive views online, you can boost word of mouth referrals and increase retention. Read how on Lifehack.org Ravers are your secret sales force. 50% of new customers are influenced by word of mouth #9 Break the Internet… Make that blog post go viral! Happy employees = happy customers, so it’s important not to forget employee engagement when looking at your customer journey. Make sure that they’re kept in the loop with company updates and capture their feedback too. You could even go one step further and use a solution like Frontline Engagement to gamify their experience and keep them motivated with inter-team competitions. Read how on Lifehack.org Companies with engaged employees have 38% higher customer satisfaction, 22% higher productivity and up to 19% higher profits #10 Under pressure… Don’t panic! Keep calm and carry on 10 Customer Experience Hacks Copyright © Rant & Rave 2015 @RantandRaveUK /rant-and-rave +RantandRaveUK www.rantandrave.com [email protected] +44 (0)2476 011 911 #CXRebels Join our Webinar: Customer Engagement for Rebels On the 19th of May we’re hosting a Webinar alongside Jason Sharpe (former senior exec at First Direct, Vodafone and OVO Energy) on how you can shake up your Customer Experience, improve satisfaction and achieve response rates in excess of 35%. To get your name on the list register here, or send your details to [email protected] and we’ll do the rest. Want to take your Customer Experience to the next level?
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Transcript of Ten Customer Experience Hacks
There’s nothing worse than asking for feedback days, weeks or even months after an interaction. The moment has gone and all of that valuable customer insight has been lost with it (heck, you’ll be lucky if they even remember what they purchased from you!).
Ask customers for their feedback in real-time, so that you can use their comments to make immediate improvements.
Read how on Lifehacker.com
Feedback collected immediately after an interaction is 40% more accurate than feedback collected 24 hours later
#1
Don't let their opinions go stale…
Bread gone stale? Rub an ice cube on it!
10CX Hacks
10Life Hacks
The phrase ‘Life Hacks’ is pretty much unavoidable these days - take a quick look on your favourite social media sites and you’ll no doubt come across a video showing you how you’ve been peeling oranges wrong your whole life, or 100 different things you can do with a toilet roll tube.
It's all about making life easier. But what about your customers' lives?
To show you how you can create an effortless and engaging Customer Experience, we've put together 10 Hacks to help you think outside the box (with some great Life Hacks we found along the way!)
Think of everything you could achieve in the space of 15 minutes… finish off the laundry, cook yourself dinner, reply to those emails you’ve been putting off all day. Now would you spend that time filling in a lengthy customer survey?
Avoid bombarding your customers with drawn out questionnaires and just ask one open question instead - “How are we doing?”, and they’ll tell you what really matters to them.
Read how on Mentalfloss.com
“Real customer insight sits with the people who didn’t take your survey.”
#2
Tick tock, Tick tock…
Short on time? Save yourself 15 minutes today!
It’s a fact of life that no two customers are the same…what might work for affluent ladies-that-lunch probably won’t for the lads down the pub, so it’s important to know your audience.
Take a multi-channel approach and talk to your customers through the channel that suits them best, and then remember their preferences.
Read how on Blacklapel.com
65% of customers are frustrated by inconsistent experiences across channels
#3
Suits you, sir!
Struggle to pack your suit jacket? Fold it inside out!
When you make it easy for them, customers will tell you everything you need to hear, in their own words.
Make sharing feedback effortless for your customers by letting them have their own say at a time that suits them - regardless of what time your office closes. Use a combination of Event Triggered Requests and Listening Posts to make sure you never a miss a thing.
Read how on Lifehack.org
94% of customers who have a low-effort service experience will buy from that same company again
#4
Easy peasy, lemon squeezy…
Life handed you lemons? Here’s how you can make the most of them!
If you’re trying to build a strong relationship with your customers, messages that begin with, “Dear valued customer”, are never a great start.
With heaps of technology (and presumably, customer data!) available to you, make sure that you’re taking advantage of it by personalising all of your communications and making your customers feel like they’re talking to a friend, not a faceless brand.
Read how on Lifehack.org
28% of consumers said they’d be willing to give up their favourite Social Media networks for a WEEK in order to receive appropriate content based on their personal interests
#5
Say my name, say my name…
Forgotten someone’s name? No problem!
If you want to give your customers an effortless experience, it’s important to keep them in the loop every step of the way.
Whether it’s letting them know when to expect a delivery, or sending them an update on the progress of their application, by giving them all the information they need before they have to ask for it, you’ll reduce inbound calls and increase satisfaction.
See how on YouTube
94% of customers want relevant, timely SMS!
#6
Keep them in the loop
Forget bunny loops…tie your shoes in two seconds with this method!
There’s nothing more frustrating than receiving a message from a brand and having no way of responding quickly, especially if all the customer wants to do is make a simple change.
By using a two-way messaging system you can turn your communications into an intelligent conversation and increase your efficiency.
Read how on Lifehack.org
SMS is the single most powerful real-time engagement channel on the planet
#7
It takes two to tango…
Trouble sticking to good habits? Use the two minute rule…
There’s no point in asking for feedback unless you’re going to do something about it. Customers want to know that they‘ve been heard.
Make sure that you acknowledge your customers’ comments and ideas by taking action, improving your products/services and communicating back any changes you’ve made.
Read how on Buzzfeed.com
Repurchase probability changes from 32% to 89% when a problem is acknowledged and resolved
#8
Don’t throw their insight away…
Step away from the bin! There are plenty of things you can do with that rubbish!
You’ve captured your customers’ thoughts, taken action, and turned their good experience into a great one. Now it’s time to get them to spread the word.
By identifying your Raving fans and encouraging them to share their positive views online, you can boost word of mouth referrals and increase retention.
Read how on Lifehack.org
Ravers are your secret sales force. 50% of new customers are influenced by word of mouth
#9
Break the Internet…
Make that blog post go viral!
Happy employees = happy customers, so it’s important not to forget employee engagement when looking at your customer journey.
Make sure that they’re kept in the loop with company updates and capture their feedback too. You could even go one step further and use a solution like Frontline Engagement to gamify their experience and keep them motivated with inter-team competitions.
Read how on Lifehack.org
Companies with engaged employees have 38% higher customer satisfaction, 22% higher productivity and up to 19% higher profits
#10
Under pressure…
Don’t panic! Keep calm and carry on
10Customer Experience Hacks
Copyright © Rant & Rave 2015
@RantandRaveUK
/rant-and-rave
+RantandRaveUK
www.rantandrave.com
+44 (0)2476 011 911
#CXRebels
Join our Webinar: Customer Engagement for Rebels
On the 19th of May we’re hosting a Webinar alongside Jason Sharpe (former senior exec at First Direct, Vodafone and OVO Energy) on how you can shake up your Customer Experience, improve satisfaction and achieve response rates in excess of 35%.
To get your name on the list register here, or send your details to [email protected] and we’ll do the rest.
Want to take your Customer Experience to the next level?
