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\nCustomer experience (CX) is a term that has gained significant importance in customer service and the overall business world over the past decade. Customers are increasingly empowered and have access to numerous options, so the quality of their interactions with a brand plays a pivotal role in shaping their perception and decision-making process.
\n\n\n\nCustomer experience refers to the overall journey a customer goes through while interacting with a company, from the initial contact to post-purchase support. Customer experience touches every aspect of the business\u2014not just the contact center.
\n\n\n\nA positive customer experience has become a critical factor for the success and growth of businesses across industries. It can influence customer loyalty, brand advocacy, and the company\u2019s revenue.
\n\n\n\nWe will explore:
\n\n\n\nWe will also explore why customer experience strategy matters for business growth and how it can be measured and improved. Furthermore, we will examine the key elements that contribute to creating a great customer experience, explore the significance of customer experience management, and various tools that can assist businesses in monitoring and enhancing customer interactions.
\n\n\n\nCustomer experience encompasses every interaction a customer has with a brand. It goes beyond just the product or service and includes all touchpoints such as:
\n\n\n\nIt\u2019s the total, holistic sum of the customer experience throughout the customer\u2019s entire journey with the company.
\n\n\n\n\u201cCustomer Experience work requires us to focus on others. And guess what? Research shows that thinking of others leads us to feeling more empathetic and grateful. And gratitude leads to happiness. So those of us doing this work literally bring more happiness to the world.\u201d \u2013 Jeannie Walters
\n\n\n\nRead: The 6 Most Important Components of Your Customer Service Strategy
\n\n\n\nThe buyer\u2019s journey is a model that describes the process that a potential customer goes through as they consider, evaluate, and purchase a product or service.
\n\n\n\nThe buyer\u2019s journey consists of three main stages:
\n\n\n\nCustomer experience plays a significant role in each of these stages:
\n\n\n\nYour organization\u2019s customer experience strategy is the glue that binds all the steps of the customer journey and keeps your teams focused on customer satisfaction.
\n\n\n\nCustomer experience has a direct impact on brand loyalty. A consistently positive experience fosters trust and loyalty, which, in turn, leads to increased customer retention and reduced customer churn. Loyal customers are more likely to:
\n\n\n\nAdditionally, they become brand advocates, recommending the brand to others through word-of-mouth marketing, further contributing to revenue growth.
\n\n\n\nLikewise, a bad customer experience can cost you future business and hurt your organization\u2019s reputation.
\n\n\nNot able to play the video? Click here to watch the video
A solid CX strategy is a must both to retain existing customers and draw new ones.
\n\n\n\nRead: Failure Demand: The Hidden Cost of Neglecting the Customer Experience
\n\n\n\nA great customer experience is the foundation of building customer loyalty. When customers interact positively with a brand, they are more likely to stay loyal and choose the brand over competitors. Loyal customers are also more forgiving when mistakes occur, as they have a deeper emotional connection with the brand.
\n\n\n\nLoyal customers continue to support the brand and become advocates, spreading positive word-of-mouth recommendations. Personal recommendations hold much weight in decision-making, making brand advocates invaluable for generating new leads and customers.
\n\n\n\nIn today\u2019s digital age, online reviews and testimonials act as social proof, significantly influencing potential customers\u2019 perceptions and decisions. Positive online reviews from satisfied customers can attract new customers and strengthen the brand\u2019s credibility.
\n\n\nNot able to play the video? Click here to watch the video
Customer experience metrics are essential to understand how well a brand is meeting customer expectations. Here are some commonly used methods to collect customer feedback and assess their experience:
\n\n\n\nThe data collected from customer feedback can provide valuable insights into areas that require improvement. By analyzing this data, businesses can identify pain points in the customer journey and take targeted actions to enhance the overall experience.
\n\n\n\nTaking advantage of this data is important, starting by sharing it throughout the company. Harvard Business Review offers a case study:
\n\n\n\nA common way to improve the customer experience is to share and learn from customer feedback. However, customer feedback is often only shared with a subset of employees. When feedback is shared more broadly with all employees, it can fuel better customer experiences. This was the case for home improvement company BuildDirect, a business that Rebecca Hinds and Stanford Professor Bob Sutton have studied in-depth.
\n\n\n\nInitially, only top executives at BuildDirect could access negative customer reviews. But, over time, the company decided to give all employees access to the reviews in the service of a better customer experience. Everyone from all parts of the company started to feel more accountability for the customer experience and pitch in cross-functionally to improve it.
\n\n\n\nThe key takeaway is to not hide your figurative warts. Share all feedback\u2014good and bad\u2014throughout the company so your teams can coordinate on solving real customer problems. Sunlight is the best disinfectant.
\n\n\n\nRead: How to Gather Customer Insights to Improve Experience
\n\n\n\nCreating a great customer experience is essential for any business that wants to succeed. Here are some tips on how to create a great customer experience:
\n\n\n\n\u201cMost organizations have not clearly defined what a great customer experience looks like. We talked about these terms like customer experiences, so everybody\u2019s on the same page, but ask your employees: \u2018What does a great customer experience look like?\u2019 And you\u2019ll get a lot of great answers.\u201d \u2014 Jeff Toister
\n\n\n\nRead: Deliver 5-Star Customer Service with These 5 Tips
\n\n\n\nHere are some companies that do a great job of creating a great customer experience:
\n\n\n\nThese are just a few examples of companies that do a great job of creating a great customer experience. By following these tips, you can create a great customer experience for your business.
\n\n\n\nRead: How to Improve Customer Experience in 6 Steps
\n\n\n\nCustomer experience management (CXM) is the process of understanding, managing, and improving the customer\u2019s experience with a company. It is a holistic approach to customer service that considers all aspects of the customer journey, from the first contact to the end of the relationship.
\n\n\n\nCXM is important because it can help businesses to improve customer satisfaction, increase loyalty, and boost profits. By understanding what customers want and need, businesses can create experiences that are more likely to keep customers returning.
\n\n\n\nThere are several different aspects to CXM, including:
\n\n\n\nCXM is an ongoing process that requires businesses to be constantly evolving and adapting to the needs of their customers. By investing in CXM, businesses can create experiences that will keep customers returning for more.
\n\n\n\nHere are some of the benefits of customer experience management:
\n\n\n\nHere are some of the challenges of customer experience management:
\n\n\n\nOverall, customer experience management is a complex and challenging process. However, the benefits of CXM can be significant for businesses that are willing to invest in it.
\n\n\n\nRead: 8 Reasons to Conduct a Customer Experience Audit for the New Year
\n\n\n\nThere are a number of different tools that can be used for customer experience management. Some of the most popular tools include:
\n\n\n\nThese are just a few of the many tools that can be used for customer experience management. The best tool for a particular business will depend on the specific needs of the business.
\n\n\n\nOne tool you shouldn\u2019t skip is TextExpander, which is a text expansion tool that can help you save time and improve your company\u2019s customer experience in several ways.
\n\n\n\nHere are a few examples:
\n\n\n\nTextExpander can be a valuable tool for improving your company\u2019s customer experience. It can help you:
\n\n\n\nHere are some additional tips for choosing customer experience management tools:
\n\n\n\nBy following these tips, you can choose customer experience management tools that will help you to improve the customer experience for your business.
\n\n\n\nIn conclusion, customer experience is critical to business success and growth. Creating positive and memorable experiences at every touchpoint fosters customer loyalty and turns customers into brand advocates. Online customer experience management is vital in today\u2019s digital landscape, and businesses must invest in tools and strategies to deliver seamless digital experiences.
\n\n\n\nBy measuring and analyzing customer feedback, companies can identify areas for improvement and develop customer-centric strategies to enhance the overall customer experience. With the ever-increasing competition in the market, prioritizing customer experience has become a strategic imperative for businesses seeking sustained growth and success.
\n\n\n\nCustomer experience is a broader concept that encompasses the entire customer journey and involves all interactions with the brand, while customer service is a subset of customer experience, focusing specifically on providing support and assistance to customers when they seek help or encounter issues.
\n\n\n\nCustomer Relationship Management (CRM) and Customer Experience Management (CXM) are two closely related concepts, but they have some key differences.
\n\n\n\nCRM is focused on managing customer data and interactions. It helps businesses track customer information, such as contact details, purchase history, and service requests. CRM can also be used to automate tasks, such as sending out marketing emails or creating customer support tickets.
\n\n\n\nIn short, CRM is a tool that can help businesses manage customer data and interactions. CXM is a philosophy that businesses can adopt to create positive customer experiences.
\n\n\n\nCRM and CXM are both important tools for businesses that want to improve their customer relationships. However, CXM is a more holistic approach that takes into account the entire customer journey. By adopting a CXM philosophy, businesses can create positive customer experiences that lead to increased loyalty and revenue.
\n\n\n\nUser experience (UX) design is the process of designing products that are easy and enjoyable to use. UX designers focus on the entire user experience, from the first time a user interacts with a product to the last. They consider the user\u2019s needs, goals, and abilities, and they design products that are intuitive, efficient, and relevant.
\n\n\n\nCustomer experience (CX) and user experience (UX) are related but distinct concepts in business and product development.
\n\n\n\nWhile customer experience centers on the customer\u2019s entire experience with the company, user experience is specifically concerned with the experience users have while interacting with a particular product, system, or service. It primarily relates to the usability, accessibility, and enjoyment of using that product.
\n\n\n\nUX design aims to optimize the user\u2019s journey by making it efficient, intuitive, and pleasant, thereby meeting customer needs and reducing friction. UX designers focus on understanding user needs, conducting user research, and creating user-centered designs to improve the product\u2019s functionality and user-friendliness.
\n\n\n\nWhile both CX and UX are concerned with the experience customers have, CX is broader, encompassing all interactions with the brand, while UX is more focused on the interactions and experiences with a specific product or service.
\n\n\n\nOmnichannel customer experience is a customer service strategy that provides customers with a seamless experience across all channels, including online, in-store, and over the phone. The goal of omnichannel customer experience is to make it easy for customers to get what they need, no matter how they choose to interact with a business.
\n", "content_text": "Customer experience (CX) is a term that has gained significant importance in customer service and the overall business world over the past decade. Customers are increasingly empowered and have access to numerous options, so the quality of their interactions with a brand plays a pivotal role in shaping their perception and decision-making process.\n\n\n\nCustomer experience refers to the overall journey a customer goes through while interacting with a company, from the initial contact to post-purchase support. Customer experience touches every aspect of the business\u2014not just the contact center.\n\n\n\nA positive customer experience has become a critical factor for the success and growth of businesses across industries. It can influence customer loyalty, brand advocacy, and the company\u2019s revenue.\n\n\n\nWe will explore:\n\n\n\n\nThe concept of customer experience\n\n\n\nIts role in the buyer\u2019s journey\n\n\n\nCX\u2019s impact on brand perception and revenue\n\n\n\n\nWe will also explore why customer experience strategy matters for business growth and how it can be measured and improved. Furthermore, we will examine the key elements that contribute to creating a great customer experience, explore the significance of customer experience management, and various tools that can assist businesses in monitoring and enhancing customer interactions.\n\n\n\nUnderstanding Customer Experience\n\n\n\nDefining customer experience\n\n\n\nCustomer experience encompasses every interaction a customer has with a brand. It goes beyond just the product or service and includes all touchpoints such as:\n\n\n\n\nMarketing messages\n\n\n\nWebsite usability\n\n\n\nSales processes\n\n\n\nCustomer service\n\n\n\nAfter-sales service\n\n\n\n\nIt\u2019s the total, holistic sum of the customer experience throughout the customer\u2019s entire journey with the company.\n\n\n\n\u201cCustomer Experience work requires us to focus on others. And guess what? Research shows that thinking of others leads us to feeling more empathetic and grateful. And gratitude leads to happiness. So those of us doing this work literally bring more happiness to the world.\u201d \u2013 Jeannie Walters\n\n\n\nRead: The 6 Most Important Components of Your Customer Service Strategy\n\n\n\nCustomer experience\u2019s role in the buyer\u2019s journey\n\n\n\nThe buyer\u2019s journey is a model that describes the process that a potential customer goes through as they consider, evaluate, and purchase a product or service.\n\n\n\nThe buyer\u2019s journey consists of three main stages:\n\n\n\n\nAwareness: In the awareness stage, the potential customer is not yet aware that they have a problem or need. They may be doing some research online or talking to friends and family about their problems.\n\n\n\nConsideration: In the consideration stage, the potential customer is aware that they have a problem or need and they are starting to look for solutions. They may be comparing different products and services, reading reviews, and talking to salespeople.\n\n\n\nDecision: In the decision stage, the potential customer has decided on a product or service and they are ready to make a purchase. They may be comparing prices, reading the fine print, and making sure that they are getting the best deal.\n\n\n\n\nCustomer experience plays a significant role in each of these stages:\n\n\n\n\nDuring the awareness stage, positive experiences with a brand\u2019s marketing messages and content can spark interest and curiosity.\n\n\n\nA seamless and delightful customer experience can influence a prospect\u2019s decision-making process in the consideration stage.\n\n\n\nFinally, during the decision stage, a positive customer experience can lead to conversions and repeat business.\n\n\n\n\nYour organization\u2019s customer experience strategy is the glue that binds all the steps of the customer journey and keeps your teams focused on customer satisfaction.\n\n\n\nCustomer experience: its impact on brand perception and revenue\n\n\n\nCustomer experience has a direct impact on brand loyalty. A consistently positive experience fosters trust and loyalty, which, in turn, leads to increased customer retention and reduced customer churn. Loyal customers are more likely to:\n\n\n\n\nMake repeat purchases\n\n\n\nSpend more on each transaction\n\n\n\nEven pay a premium for a brand they trust\n\n\n\n\nAdditionally, they become brand advocates, recommending the brand to others through word-of-mouth marketing, further contributing to revenue growth.\n\n\n\nLikewise, a bad customer experience can cost you future business and hurt your organization\u2019s reputation.\n\n\n\n \n \n Not able to play the video? Click here to watch the video\n\n\n\n\nA solid CX strategy is a must both to retain existing customers and draw new ones.\n\n\n\nRead: Failure Demand: The Hidden Cost of Neglecting the Customer Experience\n\n\n\nWhy customer experience matters for business growth\n\n\n\nBuilding customer loyalty\n\n\n\nA great customer experience is the foundation of building customer loyalty. When customers interact positively with a brand, they are more likely to stay loyal and choose the brand over competitors. Loyal customers are also more forgiving when mistakes occur, as they have a deeper emotional connection with the brand.\n\n\n\nTurning loyal customers into advocates\n\n\n\nLoyal customers continue to support the brand and become advocates, spreading positive word-of-mouth recommendations. Personal recommendations hold much weight in decision-making, making brand advocates invaluable for generating new leads and customers.\n\n\n\nThe power of online reviews and social proof\n\n\n\nIn today\u2019s digital age, online reviews and testimonials act as social proof, significantly influencing potential customers\u2019 perceptions and decisions. Positive online reviews from satisfied customers can attract new customers and strengthen the brand\u2019s credibility.\n\n\n\n \n \n Not able to play the video? Click here to watch the video\n\n\n\n\nMeasuring Customer Experience\n\n\n\nMethods of measurement\n\n\n\nCustomer experience metrics are essential to understand how well a brand is meeting customer expectations. Here are some commonly used methods to collect customer feedback and assess their experience:\n\n\n\n\nCustomer satisfaction (CSAT) surveys\n\n\n\nNet Promoter Score (NPS) surveys\n\n\n\nCustomer Effort Score (CES) surveys\n\n\n\n\nLeveraging Customer Feedback\n\n\n\nThe data collected from customer feedback can provide valuable insights into areas that require improvement. By analyzing this data, businesses can identify pain points in the customer journey and take targeted actions to enhance the overall experience.\n\n\n\nTaking advantage of this data is important, starting by sharing it throughout the company. Harvard Business Review offers a case study:\n\n\n\nA common way to improve the customer experience is to share and learn from customer feedback. However, customer feedback is often only shared with a subset of employees. When feedback is shared more broadly with all employees, it can fuel better customer experiences. This was the case for home improvement company BuildDirect, a business that Rebecca Hinds and Stanford Professor Bob Sutton have studied in-depth.\n\n\n\nInitially, only top executives at BuildDirect could access negative customer reviews. But, over time, the company decided to give all employees access to the reviews in the service of a better customer experience. Everyone from all parts of the company started to feel more accountability for the customer experience and pitch in cross-functionally to improve it.\n\n\n\nThe key takeaway is to not hide your figurative warts. Share all feedback\u2014good and bad\u2014throughout the company so your teams can coordinate on solving real customer problems. Sunlight is the best disinfectant.\n\n\n\n\n\n\n\n\n\nRead: How to Gather Customer Insights to Improve Experience\n\n\n\nCreating a Great Customer Experience\n\n\n\nCreating a great customer experience is essential for any business that wants to succeed. Here are some tips on how to create a great customer experience:\n\n\n\n\nUnderstand your customers: The first step to creating a great customer experience is to understand your customers. What are their needs and wants? What are their pain points? Once you understand your customers, you can start creating experiences tailored to their needs.\n\n\n\nProvide excellent products and services: Offering high-quality products or services that meet or exceed customer expectations is the foundation of a positive customer experience. Customers expect value for their money and want their needs and desires addressed effectively.\n\n\n\nBe consistent: A great customer experience is consistent across all touchpoints. This means that whether a customer interacts with your business online, in person, or over the phone, they should have a similar experience.\n\n\n\nBe personal: A great customer experience is personal. This means you should treat each customer as an individual, not just a number. Take the time to learn their name, preferences, and history with your business.\n\n\n\nBe responsive: A great customer experience is responsive. This means that you should respond to customer inquiries quickly and efficiently. If a customer has a problem, you should do everything you can to resolve it quickly and to their satisfaction.\n\n\n\nBe proactive: A great customer experience is proactive. This means that you should anticipate customer needs and take steps to address them before they become problems. For example, you could email customers product recommendations or offer discounts on their next purchase.\n\n\n\nOffer excellent customer support: Providing exceptional customer support is crucial for retaining customers and building their trust. Responsiveness, empathy, and problem-solving skills are vital for customer support.\n\n\n\n\n\n\n\n\n\n\n\u201cMost organizations have not clearly defined what a great customer experience looks like. We talked about these terms like customer experiences, so everybody\u2019s on the same page, but ask your employees: \u2018What does a great customer experience look like?\u2019 And you\u2019ll get a lot of great answers.\u201d \u2014 Jeff Toister\n\n\n\nRead: Deliver 5-Star Customer Service with These 5 Tips\n\n\n\nExamples of Excellent Customer Experience\n\n\n\nHere are some companies that do a great job of creating a great customer experience:\n\n\n\n\nAmazon: Amazon is known for its excellent customer service. The company has a dedicated team of customer service representatives available 24/7 to help customers with any problems they may have. Amazon also has a generous return policy, making it easy for customers to return items they are not satisfied with.\n\n\n\nApple: Apple is another company that is known for its excellent customer service. The company has a network of retail stores where customers can get help from knowledgeable staff. Apple also offers a variety of online support options, such as live chat and email support.\n\n\n\nNetflix: Netflix is a streaming service that offers a great customer experience. The company has a user-friendly interface that makes it easy to find and watch movies and TV shows. Netflix also offers a variety of subscription options, so customers can choose the plan that best suits their needs.\n\n\n\n\nThese are just a few examples of companies that do a great job of creating a great customer experience. By following these tips, you can create a great customer experience for your business.\n\n\n\n\n\n\n\n\n\nRead: How to Improve Customer Experience in 6 Steps\n\n\n\nAbout Customer Experience Management (CXM)\n\n\n\nCustomer experience management (CXM) is the process of understanding, managing, and improving the customer\u2019s experience with a company. It is a holistic approach to customer service that considers all aspects of the customer journey, from the first contact to the end of the relationship.\n\n\n\nCXM is important because it can help businesses to improve customer satisfaction, increase loyalty, and boost profits. By understanding what customers want and need, businesses can create experiences that are more likely to keep customers returning.\n\n\n\nThere are several different aspects to CXM, including:\n\n\n\n\nCustomer research: This involves understanding the needs and wants of customers through surveys, interviews, and focus groups.\n\n\n\nCustomer journey mapping: This involves mapping out the customer\u2019s journey from first contact to the end of the relationship.\n\n\n\nData analysis: This involves analyzing data about customer interactions to identify trends and patterns.\n\n\n\nProcess improvement: This involves improving the customer experience by making changes to processes, policies, and procedures.\n\n\n\nEmployee training: This involves training employees on how to provide a positive customer experience.\n\n\n\n\nCXM is an ongoing process that requires businesses to be constantly evolving and adapting to the needs of their customers. By investing in CXM, businesses can create experiences that will keep customers returning for more.\n\n\n\nHere are some of the benefits of customer experience management:\n\n\n\n\nImproved customer satisfaction: When customers have a positive experience with a company, they are more likely to be satisfied with the product or service they received. This can lead to repeat business and positive word-of-mouth.\n\n\n\nIncreased loyalty: Customers who have a positive experience with a company are more likely to be loyal to that company. This means they are more likely to continue doing business with the company and less likely to switch to a competitor.\n\n\n\nBoosted profits: When customers are satisfied and loyal, they are more likely to spend more money with a company. This can lead to increased profits for the company.\n\n\n\n\nHere are some of the challenges of customer experience management:\n\n\n\n\nData collection: It can be challenging to collect data about customer interactions. This is because customers may not always provide feedback, and the collected data may not be accurate or complete.\n\n\n\nData analysis: It can be challenging to analyze data about customer interactions. This is because the data may be large and complex, making it difficult to identify trends and patterns.\n\n\n\nProcess improvement: Improving processes, policies, and procedures can be challenging. This is because employees can resist change, and it can be difficult to implement effective changes.\n\n\n\nEmployee training: It can be challenging to train employees to provide a positive customer experience. This is because employees may not be motivated to learn new skills or have the time to attend training sessions.\n\n\n\n\nOverall, customer experience management is a complex and challenging process. However, the benefits of CXM can be significant for businesses that are willing to invest in it.\n\n\n\nRead: 8 Reasons to Conduct a Customer Experience Audit for the New Year\n\n\n\nTools for Customer Experience Management\n\n\n\nThere are a number of different tools that can be used for customer experience management. Some of the most popular tools include:\n\n\n\n\nCustomer relationship management (CRM) software: CRM software can help businesses to track customer interactions, manage customer data, and provide personalized service.\n\n\n\nCustomer feedback tools: Customer feedback tools can help businesses to collect feedback from customers, track feedback trends, and identify areas where the customer experience can be improved.\n\n\n\nCustomer journey mapping tools: Customer journey mapping tools can help businesses to map out the customer\u2019s journey from first contact to the end of the relationship. This can help businesses to identify areas where the customer experience can be improved.\n\n\n\nData analytics tools: Data analytics tools can help businesses analyze customer interaction data to identify trends and patterns. This can help businesses improve the customer experience by changing processes, policies, and procedures.\n\n\n\nEmployee training tools: Employee training tools can help businesses train employees on providing a positive customer experience. This can help businesses ensure that all employees provide the same service level.\n\n\n\n\nThese are just a few of the many tools that can be used for customer experience management. The best tool for a particular business will depend on the specific needs of the business.\n\n\n\nOne tool you shouldn\u2019t skip is TextExpander, which is a text expansion tool that can help you save time and improve your company\u2019s customer experience in several ways.\n\n\n\nHere are a few examples:\n\n\n\n\nYou can use TextExpander to create Snippets of text that you use frequently in customer communications. This can save you time and effort, and it can also help to ensure that your communications are consistent. For example, you could create Snippets to handle angry customers or create an \u201cissue has been resolved\u201d email template.\n\n\n\nYou can use TextExpander to personalize your customer communications. This can help to build relationships with your customers and make them feel valued. For example, you could create a Snippet that includes the customer\u2019s name or a Snippet that includes a personalized message.\n\n\n\nYou can use TextExpander to automate customer support tasks. This can free up your time to focus on more important tasks. For example, you could create a Snippet that automatically sends a canned response to a customer who has asked a common question.\n\n\n\nYou can use TextExpander to track customer feedback. This can help you to identify areas where you can improve your customer experience. For example, you could create a Snippet with a link to a customer satisfaction survey.\n\n\n\n\n\t\n\t\n\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tSelect a snippet you would like to try\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tThank You \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tBilling Responses \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tEscalations \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tConnect on Social \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tFAQs \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.thanks \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.bill \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.tier2 \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.social \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.faq \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\n\t\t\t\n\t\t\n\t\n\t\n\t\t\t\t\t\n\t\t\t\tThank you for your email! I\u2019m happy to look into this for you.\t\t\t\n\t\t\t\t\t\n\t\t\t\tI\u2019m happy to walk you through our active-user-based billing system. TextExpander works on pre-purchased credits, where 1 user needs 1 credit a month, or 12 credits per year. We only deduct credits for users that expand a Snippet within a billing period.\nThere are two payment plans available:\n\nAnnual Payment: You purchase 12 months\u2019 worth of credits per user on your billing date at a 20% discount.\nMonthly Payment: You pay for one credit per user at the beginning of each month\n\nOnce you use up your credits, you are charged again at the start of the next billing period, either for another year on the annual plan or for the next month on the monthly plan. There are also additional billing resources at this link.\nDoes this clarify?\t\t\t\n\t\t\t\t\t\n\t\t\t\tThanks for reaching out to TextExpander. I\u2019ve escalated your request to our tier 2 support team, who should get back to you shortly with a solution.\t\t\t\n\t\t\t\t\t\n\t\t\t\tWe value the positive feedback you provided about your customer experience! If you have a moment, we\u2019d greatly appreciate it if you could take a moment to share your experience on social media. Our handles are below for your convenience.\ntwitter.com/TextExpanderfacebook.com/TextExpanderlinkedin.com/company/TextExpander\nHave a wonderful day!\t\t\t\n\t\t\t\t\t\n\t\t\t\tThanks so much for reaching out and I\u2019m sorry to hear that you\u2019re having trouble. I\u2019ve included\u00a0a link here\u00a0that should explain the proper way to troubleshoot this issue. Can you please follow the steps and let us know if the problem has been resolved?\t\t\t\n\t\t\t\n\n\t\n\n\n\nTextExpander can be a valuable tool for improving your company\u2019s customer experience. It can help you:\n\n\n\n\nAutomate tasks\n\n\n\nPersonalize your communications\n\n\n\nSave time\n\n\n\nTrack customer feedback\n\n\n\n\nHere are some additional tips for choosing customer experience management tools:\n\n\n\n\nConsider your budget: Customer experience management tools can range in price from free to hundreds of dollars per month. It is important to consider your budget when choosing tools.\n\n\n\nChoose tools that are easy to use: Customer experience management tools should be easy to use for both employees and customers. This will help to ensure that the tools are used effectively.\n\n\n\nChoose tools that are integrated: Customer experience management tools should be integrated with other business systems, such as CRM software and e-commerce platforms. This will help to ensure that data is shared seamlessly between systems.\n\n\n\nChoose tools that are scalable: Customer experience management tools should be scalable so that they can be used as the business grows.\n\n\n\n\nBy following these tips, you can choose customer experience management tools that will help you to improve the customer experience for your business.\n\n\n\nCustomer experience is more than customer service\n\n\n\nIn conclusion, customer experience is critical to business success and growth. Creating positive and memorable experiences at every touchpoint fosters customer loyalty and turns customers into brand advocates. Online customer experience management is vital in today\u2019s digital landscape, and businesses must invest in tools and strategies to deliver seamless digital experiences.\n\n\n\nBy measuring and analyzing customer feedback, companies can identify areas for improvement and develop customer-centric strategies to enhance the overall customer experience. With the ever-increasing competition in the market, prioritizing customer experience has become a strategic imperative for businesses seeking sustained growth and success.\n\n\n\nFAQ about customer experience\n\n\n\nQ: What is the difference between customer experience and customer service?\n\n\n\nCustomer experience is a broader concept that encompasses the entire customer journey and involves all interactions with the brand, while customer service is a subset of customer experience, focusing specifically on providing support and assistance to customers when they seek help or encounter issues.\n\n\n\nQ: What is the difference between Customer Experience Management (CXM) and Customer Relationship Management?\n\n\n\nCustomer Relationship Management (CRM) and Customer Experience Management (CXM) are two closely related concepts, but they have some key differences.\n\n\n\nCRM is focused on managing customer data and interactions. It helps businesses track customer information, such as contact details, purchase history, and service requests. CRM can also be used to automate tasks, such as sending out marketing emails or creating customer support tickets.\n\n\n\n\nCXM is focused on creating positive customer experiences. It goes beyond simply managing data and interactions to focus on how customers feel about their interactions with a business.\n\n\n\nCXM takes into account all aspects of the customer journey, from the first contact to the end of the relationship.\n\n\n\n\nIn short, CRM is a tool that can help businesses manage customer data and interactions. CXM is a philosophy that businesses can adopt to create positive customer experiences.\n\n\n\nCRM and CXM are both important tools for businesses that want to improve their customer relationships. However, CXM is a more holistic approach that takes into account the entire customer journey. By adopting a CXM philosophy, businesses can create positive customer experiences that lead to increased loyalty and revenue.\n\n\n\nQ: What is user experience design?\n\n\n\nUser experience (UX) design is the process of designing products that are easy and enjoyable to use. UX designers focus on the entire user experience, from the first time a user interacts with a product to the last. They consider the user\u2019s needs, goals, and abilities, and they design products that are intuitive, efficient, and relevant.\n\n\n\nQ: What is the difference between customer experience (CX) and user experience (UX)?\n\n\n\nCustomer experience (CX) and user experience (UX) are related but distinct concepts in business and product development.\n\n\n\nWhile customer experience centers on the customer\u2019s entire experience with the company, user experience is specifically concerned with the experience users have while interacting with a particular product, system, or service. It primarily relates to the usability, accessibility, and enjoyment of using that product.\n\n\n\n\n\n\n\n\n\nUX design aims to optimize the user\u2019s journey by making it efficient, intuitive, and pleasant, thereby meeting customer needs and reducing friction. UX designers focus on understanding user needs, conducting user research, and creating user-centered designs to improve the product\u2019s functionality and user-friendliness.\n\n\n\nWhile both CX and UX are concerned with the experience customers have, CX is broader, encompassing all interactions with the brand, while UX is more focused on the interactions and experiences with a specific product or service.\n\n\n\nQ: What is omni channel customer experience?\n\n\n\nOmnichannel customer experience is a customer service strategy that provides customers with a seamless experience across all channels, including online, in-store, and over the phone. The goal of omnichannel customer experience is to make it easy for customers to get what they need, no matter how they choose to interact with a business.", "date_published": "2023-08-16T07:00:00-07:00", "date_modified": "2023-08-17T08:24:44-07:00", "authors": [ { "name": "Josh Centers", "url": "https://textexpander.com/author/joshcenters", "avatar": "https://secure.gravatar.com/avatar/280cefa60ee3078963e7ac3118eb3abf?s=512&d=retro&r=g" } ], "author": { "name": "Josh Centers", "url": "https://textexpander.com/author/joshcenters", "avatar": "https://secure.gravatar.com/avatar/280cefa60ee3078963e7ac3118eb3abf?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/What-is-customer-experience-featured.png", "tags": [ "customer service", "Customer Support", "Blog", "By Profession" ], "summary": "What is customer experience and why is it essential for growing your business?" }, { "id": "https://textexpander.com/?p=79066", "url": "https://textexpander.com/blog/how-to-calculate-nps", "title": "How to Calculate NPS and Rank Customer Loyalty", "content_html": "![\"How](\"https://textexpander.com/wp-content/uploads/unnamed-600x200.png\")
\nHow to calculate NPS is a critical task for customer service professionals who live and die based on those survey results. Your NPS score holds significant weight in gauging customer loyalty and satisfaction, and it\u2019s a valuable instrument that can offer key insights into your customer base and health. It\u2019s one of the key customer service stats.
\n\n\n\nNPS represents the loyalty that motivates customers to become brand ambassadors and share your company\u2019s products/services with others, ultimately driving new business.
\n\n\n\nSo if you\u2019re ready to delve into the world of NPS, learn how to calculate it, interpret it, and use it to drive your business forward, let\u2019s get started!
\n\n\n\n![\"how](\"https://textexpander.com/wp-content/uploads/word-image-79066-3-560x280.png\")
To calculate NPS, you need to survey your customers and ask them a straightforward question:
\n\n\n\n\u201cHow likely are you to recommend our company/product/service to a friend or colleague?\u201d
\n\n\n\nTheir responses will be the building blocks of your NPS score. The survey should be short and simple to reduce friction and increase survey responses.
\n\n\n\n![\"Example](\"https://textexpander.com/wp-content/uploads/word-image-79066-4-560x77.png\")
The industry standard NPS survey is on an 11-point scale from 0 to 10. The 11-point scale is the original method to calculate NPS as envisioned by its inventor, Fred Reichheld.
\n\n\n\nOnce you\u2019ve gathered your answers, it\u2019s time to sort them. The responses are split into three groups:
\n\n\n\n![\"how](\"https://textexpander.com/wp-content/uploads/word-image-79066-5-560x315.png\")
To maintain a loyal customer base and ensure their satisfaction, it is crucial to drive improvements and gather customer feedback continually. The ability to accurately determine NPS provides more than just a starting point. A business owner can gain valuable customer insights by consistently gathering this information. This data allows for confident and informed decision-making. Even if revenue is up today, a bad NPS score can tell you that rocky times are ahead.
\n\n\n\nBy dividing the overall number of respondents, you can determine the percentage of both Detractors and Promoters, which is necessary to calculate a Net Promoter Score (NPS). After multiplying this result by 100, the percentage can be converted into a final number.
\n\n\n\nHere are the steps:
\n\n\n\nCalculate your NPS by subtracting the percentage of Detractors from the percentage of Promoters. The resulting number will be your NPS and can range from -100 (if all customers are Detractors) to 100 (if all customers are Promoters).
\n\n\n\nNet Promoter Score = Percentage of Promoters \u2013 Percentage of Detractors
\n\n\n\nHere\u2019s a handy NPS calculator that makes it easy:
\n\n\nNPS Calculator
\n\t\t
Number of responses
who rated you
9 or 10
Number of responses
who rated you
7 or 8
Number of responses
who rated you a
6 or below
The 11-point NPS scale is the industry standard. However, some organizations shorten it to a 5-point scale. This compact and popular scale is commonly used because of its simplicity, especially in mobile surveys.
\n\n\n\nRegardless of which scale you use, it\u2019s important to remain consistent. If you use an 11-point scale, don\u2019t suddenly switch to a 5-point NPS scale and vice versa.
\n\n\n\nWhen transitioning from the typical 11-point scale to a 5-point scale, the classification of participants as Detractors, Passives, and Promoters changes.
\n\n\n\nDetractors are respondents with scores of 1-3 on the simplified 5-point scale. This makes it easy for them to determine their rating. Passive respondents have a score of 4, while Promoters rate themselves a 5.
\n\n\n\nThe calculation formula remains stable despite the scale utilized, which is:
\n\n\n\nNPS = % Promoters \u2013 % Detractors
\n\n\n\n![\"how](\"https://textexpander.com/wp-content/uploads/word-image-79066-6-560x315.png\")
To calculate NPS on a 5-point scale, you would follow the same steps as with the 11-point scale:
\n\n\n\nLet\u2019s bring the concept of how to calculate NPS to life with some easy-to-follow NPS calculation examples.
\n\n\n\nLet\u2019s say you\u2019ve surveyed 100 customers and received the following feedback:
\n\n\n\nFirst, calculate the percentage of Promoters and Detractors:
\n\n\n\nThen, subtract the percentage of Detractors from the percentage of Promoters to get your NPS:
\n\n\n\n60% Promoters \u2013 20% Detractors = 40 NPS
\n\n\n\nNow, let\u2019s consider a 5-point scale with 100 responses:
\n\n\n\nAgain, calculate the percentage of Promoters and Detractors:
\n\n\n\nThen, calculate the NPS score:
\n\n\n\n50% Promoters = 20% Detractors = 30 NPS
\n\n\n\nSo, your NPS score is 30.
\n\n\n\nThese examples show how to calculate NPS using both an 11-point and a 5-point scale. Remember, the NPS survey is a great tool for understanding customer loyalty and satisfaction. But the real value lies in using this metric to gain insights into your customer base and make informed decisions to improve customer satisfaction and loyalty. So, keep asking, keep calculating, and keep improving your business. The NPS score can be your lighthouse to growing your business.
\n\n\n\nIf you\u2019re a fan of spreadsheets, you\u2019ll be pleased to know that you can calculate your NPS score using Excel. It\u2019s a straightforward process that can make analyzing your customer survey data a breeze. Let\u2019s walk through the steps.
\n\n\n\nFirst, you\u2019ll need to input your survey data into Excel. Let\u2019s assume you have a column of survey responses ranging from 0 to 10 (or 1 to 5 if you use a 5-point scale).
\n\n\n\nNext, you must categorize the responses into Detractors, Passives, and Promoters. You can use the IF function in Excel to do this. For an 11-point scale, the formula would be `=IF(A2<=6, \u201cDetractor\u201d, IF(A2<=8, \u201cPassive\u201d, \u201cPromoter\u201d))`. For a 5-point scale, adjust the formula to `=IF(A2<=3, \u201cDetractor\u201d, IF(A2=4, \u201cPassive\u201d, \u201cPromoter\u201d))`.
\n\n\n\nUse the COUNTIF function to divide the total number of responses by the number of each category you have calculated. For instance, if you have 100 responses and your categories are in column B, the formula to determine the percentage of Promoters would be `=COUNTIF(B2:B101, \u201cPromoter\u201d)/100`. Once you\u2019ve sorted all the responses, you can easily ascertain the percentage of Detractors and Promoters.
\n\n\n\nSubtract the percentage of Defenders from the percentage of Supporters to calculate the NPS. It\u2019s important to ensure the cell is formatted as a percentage\u2014otherwise, it won\u2019t look right.
\n\n\n\nWhile Excel is a great tool for calculating your NPS score, a variety of online calculators and apps can simplify the process even further \u2013 especially if you need to work with other folks on your team to look at the data. Here are a few tools you might find useful:
\n\n\n\nRemember, the key to leveraging NPS is not just knowing how to calculate it, but understanding what the score means for your business and how to act on it. These tools can help you do that.
\n\n\n\n![\"NPS](\"https://textexpander.com/wp-content/uploads/word-image-79066-7-560x280.png\")
What is a good NPS score? Short answer: it depends. However, a good NPS score is considered above 0, meaning more Promoters than Detractors, which is always a positive sign.
\n\n\n\nAs with many aspects of business, the answer isn\u2019t always easy to understand. World-class NPS scores above 70 are excellent and can vary widely depending on industry, region, and other factors.
\n\n\n\nIn your quest to harness the potential of NPS, don\u2019t overlook that its true value lies beyond just the numbers. Instead, focus on utilizing that data to propel your customer experience forward. Gain insights from the reasons behind the scores, take action based on customer feedback, and actively work towards converting Detractors into Passives and Passives into Promoters.
\n\n\n\nSo, whether your NPS is -50 or +50, the most important thing is to use it as a tool for growth and as a guide for improving your business, products, and processes.
\n\n\n\nA: NPS, known as Net Promoter Score, is a metric to gauge customer contentment and dedication. It is determined by asking customers: \u201cHow probable is it that you would advise our company/product/service to a friend or colleague, on a scale of 0-10?\u201d The answers received are subsequently classified into three groups: Detractors (0-6 or 1-3 on a 5-point scale), Passives (7-8 or 4 on a 5-point scale), and Promoters (9-10 or 5 on a 5-point scale). The NPS is determined by subtracting the proportion of Detractors from the proportion of Promoters.
\n\n\n\nA: The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS is calculated based on a survey question that asks customers how likely they are to recommend a product or service to a friend or colleague. The responses are typically categorized into promoters, passives, and detractors. Promoters are considered highly likely to recommend, passives are neutral, and detractors are unlikely to recommend. To calculate NPS, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 to +100, with higher scores indicating higher levels of customer advocacy.
\n\n\n\nIf every customer is a Promoter, the NPS score can reach 100. To calculate the NPS, subtract the percentage of Detractors from the percentage of Promoters. The score can range from -100 (if every customer is a Detractor) to 100.
\n\n\n\nA world-class NPS score is considered above 70, while above 50 is excellent, and above 0 is generally good. Keep in mind that a good NPS score can vary due to factors like industry and region.
\n\n\n\nImproving your NPS score is an important goal for many businesses. Here are some tips to help you achieve this:
\n\n\n\nImproving your NPS score requires analyzing the reasoning behind it, taking action on customer feedback, and working towards converting Detractors into Passives and Passives into Promoters. The key is to make enhancements to your customer experience by utilizing the feedback you gather.
\n\n\n\nYou might consider using voice of the customer tools to distribute your NPS survey. Here\u2019s a sample below that is a good starting point
\n\n\n\nOn a scale of 0 to 10, with 0 being \u201cNot at all likely\u201d and 10 being \u201cExtremely likely,\u201d please indicate how likely you would be to recommend our services to others.
\n\n\n\n1. How likely are you to recommend our products/services to others?
\n\n\n\n2. Please share the reasons behind your rating. Your feedback will help us understand what aspects we do well at and what areas need improvement.
\n\n\n\n3. Are there specific features or services that stand out to you as particularly positive or valuable as a customer?
\n\n\n\n4 Are there any aspects of our products/services that you believe need improvement? If so, please provide details.
\n\n\n\n5. How satisfied are you with our customer support team?
\n\n\n\n6. If you encountered any challenges while using our services, did our team adequately address and resolve them to your satisfaction?
\n\n\n\n7. How likely are you to continue using our services in the future?
\n\n\n\n8. Do you have any additional comments, suggestions, or ideas for us to consider as we aim to improve our services?
\n", "content_text": "How to calculate NPS is a critical task for customer service professionals who live and die based on those survey results. Your NPS score holds significant weight in gauging customer loyalty and satisfaction, and it\u2019s a valuable instrument that can offer key insights into your customer base and health. It\u2019s one of the key customer service stats.\n\n\n\nNPS represents the loyalty that motivates customers to become brand ambassadors and share your company\u2019s products/services with others, ultimately driving new business.\n\n\n\nSo if you\u2019re ready to delve into the world of NPS, learn how to calculate it, interpret it, and use it to drive your business forward, let\u2019s get started!\n\n\n\nHow Is NPS Calculated? A Simple Explanation\n\n\n\n\n\n\n\nConduct an NPS Survey\n\n\n\nTo calculate NPS, you need to survey your customers and ask them a straightforward question:\n\n\n\n\u201cHow likely are you to recommend our company/product/service to a friend or colleague?\u201d\n\n\n\nTheir responses will be the building blocks of your NPS score. The survey should be short and simple to reduce friction and increase survey responses.\n\n\n\n\n\n\n\nThe industry standard NPS survey is on an 11-point scale from 0 to 10. The 11-point scale is the original method to calculate NPS as envisioned by its inventor, Fred Reichheld.\n\n\n\nSort NPS Survey Results\n\n\n\nOnce you\u2019ve gathered your answers, it\u2019s time to sort them. The responses are split into three groups:\n\n\n\n\nDetractors (0-6): The customers who aren\u2019t pleased may risk your brand by spreading negative reviews.\n\n\n\nPassives (7-8): Content but not overly excited customers who other options may tempt.\n\n\n\nPromoters (9-10): Devoted fans who will continue buying and recommending other people, contributing to expansion.\n\n\n\n\n\n\n\n\nTo maintain a loyal customer base and ensure their satisfaction, it is crucial to drive improvements and gather customer feedback continually. The ability to accurately determine NPS provides more than just a starting point. A business owner can gain valuable customer insights by consistently gathering this information. This data allows for confident and informed decision-making. Even if revenue is up today, a bad NPS score can tell you that rocky times are ahead.\n\n\n\nThe NPS calculation formula\n\n\n\nBy dividing the overall number of respondents, you can determine the percentage of both Detractors and Promoters, which is necessary to calculate a Net Promoter Score (NPS). After multiplying this result by 100, the percentage can be converted into a final number.\n\n\n\nHere are the steps:\n\n\n\n\nYou need to find the percentage of Detractors and the percentage of Promoters. Passives are ignored.\n\n\n\nCalculate the percentage of Detractors: (Number of Detractors / Total NPS Survey Respondents) * 100\n\n\n\nCalculate the percentage of Promoters: (Number of Promoters / Total NPS Survey Respondents) * 100\n\n\n\n\nCalculate your NPS by subtracting the percentage of Detractors from the percentage of Promoters. The resulting number will be your NPS and can range from -100 (if all customers are Detractors) to 100 (if all customers are Promoters).\n\n\n\nNet Promoter Score = Percentage of Promoters \u2013 Percentage of Detractors\n\n\n\nHere\u2019s a handy NPS calculator that makes it easy:\n\n\n\n\n\t\n\t\t\n\t\t\tNPS Calculator\n\t\t\n\t\n\t\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\tNumber of responses who rated you 9 or 10\n\t\t\t\t\n\t\t\t\n\t\t\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\tNumber of responses who rated you 7 or 8\n\t\t\t\t\n\t\t\t\n\t\t\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\tNumber of responses who rated you a 6 or below\n\t\t\t\t\n\t\t\t\n\t\t\n\t\n\t\n\t\t\n\t\t\tNPS Score: 0\n\t\t\n\t\n\n\n\nHow to calculate NPS on a 5-point scale\n\n\n\nThe 11-point NPS scale is the industry standard. However, some organizations shorten it to a 5-point scale. This compact and popular scale is commonly used because of its simplicity, especially in mobile surveys.\n\n\n\nRegardless of which scale you use, it\u2019s important to remain consistent. If you use an 11-point scale, don\u2019t suddenly switch to a 5-point NPS scale and vice versa.\n\n\n\nWhen transitioning from the typical 11-point scale to a 5-point scale, the classification of participants as Detractors, Passives, and Promoters changes.\n\n\n\nDetractors are respondents with scores of 1-3 on the simplified 5-point scale. This makes it easy for them to determine their rating. Passive respondents have a score of 4, while Promoters rate themselves a 5.\n\n\n\nThe calculation formula remains stable despite the scale utilized, which is:\n\n\n\nNPS = % Promoters \u2013 % Detractors\n\n\n\n\n\n\n\nTo calculate NPS on a 5-point scale, you would follow the same steps as with the 11-point scale:\n\n\n\n\nCategorize the responses into Detractors, Passives, and Promoters.\n\n\n\nCalculate the percentage of Detractors and Promoters by dividing the number of respondents in each category by the total number of respondents and multiplying by 100.\n\n\n\nSubtract the percentage of Detractors from the percentage of Promoters to get your NPS score.\n\n\n\n\nNPS calculation examples\n\n\n\nLet\u2019s bring the concept of how to calculate NPS to life with some easy-to-follow NPS calculation examples.\n\n\n\nNPS calculation example: 11-Point scale\n\n\n\nLet\u2019s say you\u2019ve surveyed 100 customers and received the following feedback:\n\n\n\n\n60 customers gave a score of 9 or 10 (Promoters)\n\n\n\n20 customers gave a score of 7 or 8 (Passives)\n\n\n\n20 customers gave a score of 0 to 6 (Detractors)\n\n\n\n\nFirst, calculate the percentage of Promoters and Detractors:\n\n\n\n\n% Promoters = (60/100) * 100 = 60%\n\n\n\n% Detractors = (20/100) * 100 = 20%\n\n\n\n\nThen, subtract the percentage of Detractors from the percentage of Promoters to get your NPS:\n\n\n\n60% Promoters \u2013 20% Detractors = 40 NPS\n\n\n\nNPS calculation example: 5-Point scale\n\n\n\nNow, let\u2019s consider a 5-point scale with 100 responses:\n\n\n\n\n50 customers gave a score of 5 (Promoters)\n\n\n\n30 customers gave a score of 4 (Passives)\n\n\n\n20 customers gave a score of 1 to 3 (Detractors)\n\n\n\n\nAgain, calculate the percentage of Promoters and Detractors:\n\n\n\n\n% Promoters = (50/100) * 100 = 50%\n\n\n\n% Detractors = (20/100) * 100 = 20%\n\n\n\n\nThen, calculate the NPS score:\n\n\n\n50% Promoters = 20% Detractors = 30 NPS\n\n\n\nSo, your NPS score is 30.\n\n\n\nThese examples show how to calculate NPS using both an 11-point and a 5-point scale. Remember, the NPS survey is a great tool for understanding customer loyalty and satisfaction. But the real value lies in using this metric to gain insights into your customer base and make informed decisions to improve customer satisfaction and loyalty. So, keep asking, keep calculating, and keep improving your business. The NPS score can be your lighthouse to growing your business.\n\n\n\nHow to calculate your NPS score in Excel\n\n\n\nIf you\u2019re a fan of spreadsheets, you\u2019ll be pleased to know that you can calculate your NPS score using Excel. It\u2019s a straightforward process that can make analyzing your customer survey data a breeze. Let\u2019s walk through the steps.\n\n\n\nStep 1: Gather and input survey data\n\n\n\nFirst, you\u2019ll need to input your survey data into Excel. Let\u2019s assume you have a column of survey responses ranging from 0 to 10 (or 1 to 5 if you use a 5-point scale).\n\n\n\nStep 2: Categorize responses\n\n\n\nNext, you must categorize the responses into Detractors, Passives, and Promoters. You can use the IF function in Excel to do this. For an 11-point scale, the formula would be `=IF(A2<=6, \u201cDetractor\u201d, IF(A2<=8, \u201cPassive\u201d, \u201cPromoter\u201d))`. For a 5-point scale, adjust the formula to `=IF(A2<=3, \u201cDetractor\u201d, IF(A2=4, \u201cPassive\u201d, \u201cPromoter\u201d))`.\n\n\n\nStep 3: Calculate the percentages\n\n\n\nUse the COUNTIF function to divide the total number of responses by the number of each category you have calculated. For instance, if you have 100 responses and your categories are in column B, the formula to determine the percentage of Promoters would be `=COUNTIF(B2:B101, \u201cPromoter\u201d)/100`. Once you\u2019ve sorted all the responses, you can easily ascertain the percentage of Detractors and Promoters.\n\n\n\nStep 4: Calculate NPS\n\n\n\nSubtract the percentage of Defenders from the percentage of Supporters to calculate the NPS. It\u2019s important to ensure the cell is formatted as a percentage\u2014otherwise, it won\u2019t look right.\n\n\n\nNPS calculators\n\n\n\nWhile Excel is a great tool for calculating your NPS score, a variety of online calculators and apps can simplify the process even further \u2013 especially if you need to work with other folks on your team to look at the data. Here are a few tools you might find useful:\n\n\n\n\nDelighted\u2019s NPS Calculator: This online tool calculates your NPS and provides insights into how your score compares to industry benchmarks. SurveyMonkey\u2019s NPS Calculator: SurveyMonkey offers a comprehensive NPS calculator as part of its suite of survey tools. It\u2019s a great option if you\u2019re already using SurveyMonkey for your customer surveys.\n\n\n\nHubSpot\u2019s NPS Software: If you\u2019re looking for a tool that integrates with your CRM, HubSpot\u2019s NPS software could be a good fit. It allows you to track NPS over time, segment by customer group, and more.\n\n\n\nRetently\u2019s NPS Software: Retently provides a simple and intuitive platform for sending NPS surveys, analyzing responses, and improving customer loyalty\n\n\n\nTextExpander\u2019s NPS calculator: A simple and free tool to quickly calculate NPS.\n\n\n\n\nRemember, the key to leveraging NPS is not just knowing how to calculate it, but understanding what the score means for your business and how to act on it. These tools can help you do that.\n\n\n\nWrap-up: what is a good NPS score?\n\n\n\n\n\n\n\nWhat is a good NPS score? Short answer: it depends. However, a good NPS score is considered above 0, meaning more Promoters than Detractors, which is always a positive sign.\n\n\n\nAs with many aspects of business, the answer isn\u2019t always easy to understand. World-class NPS scores above 70 are excellent and can vary widely depending on industry, region, and other factors.\n\n\n\nIn your quest to harness the potential of NPS, don\u2019t overlook that its true value lies beyond just the numbers. Instead, focus on utilizing that data to propel your customer experience forward. Gain insights from the reasons behind the scores, take action based on customer feedback, and actively work towards converting Detractors into Passives and Passives into Promoters.\n\n\n\nSo, whether your NPS is -50 or +50, the most important thing is to use it as a tool for growth and as a guide for improving your business, products, and processes.\n\n\n\nFAQ About NPS Scores\n\n\n\nQ: NPS \u2014 what is it?\n\n\n\nA: NPS, known as Net Promoter Score, is a metric to gauge customer contentment and dedication. It is determined by asking customers: \u201cHow probable is it that you would advise our company/product/service to a friend or colleague, on a scale of 0-10?\u201d The answers received are subsequently classified into three groups: Detractors (0-6 or 1-3 on a 5-point scale), Passives (7-8 or 4 on a 5-point scale), and Promoters (9-10 or 5 on a 5-point scale). The NPS is determined by subtracting the proportion of Detractors from the proportion of Promoters.\n\n\n\nQ: How is NPS calculated?\n\n\n\nA: The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS is calculated based on a survey question that asks customers how likely they are to recommend a product or service to a friend or colleague. The responses are typically categorized into promoters, passives, and detractors. Promoters are considered highly likely to recommend, passives are neutral, and detractors are unlikely to recommend. To calculate NPS, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 to +100, with higher scores indicating higher levels of customer advocacy.\n\n\n\nIf every customer is a Promoter, the NPS score can reach 100. To calculate the NPS, subtract the percentage of Detractors from the percentage of Promoters. The score can range from -100 (if every customer is a Detractor) to 100.\n\n\n\nQ: What is a good NPS score?\n\n\n\nA world-class NPS score is considered above 70, while above 50 is excellent, and above 0 is generally good. Keep in mind that a good NPS score can vary due to factors like industry and region.\n\n\n\nImproving your NPS score is an important goal for many businesses. Here are some tips to help you achieve this:\n\n\n\n\nFocus on providing exceptional customer service and improving call center metrics. Ensure that your employees are well-trained and capable of delivering a positive customer experience.\n\n\n\nActively listen to your customers\u2019 feedback and act on it. Implement changes based on their suggestions and address any concerns or issues they may have.\n\n\n\nPersonalize the customer experience by understanding their needs and preferences. Customize your products or services to meet their specific requirements.\n\n\n\nReward and retain loyal customers by offering exclusive deals or promotions.\n\n\n\nRegularly monitor and track your NPS score to measure your progress and identify areas for improvement. By following these strategies, you can boost your NPS score and cultivate strong customer relationships\n\n\n\n\nImproving your NPS score requires analyzing the reasoning behind it, taking action on customer feedback, and working towards converting Detractors into Passives and Passives into Promoters. The key is to make enhancements to your customer experience by utilizing the feedback you gather.\n\n\n\nFree sample NPS survey: how to calculate NPS\n\n\n\nYou might consider using voice of the customer tools to distribute your NPS survey. Here\u2019s a sample below that is a good starting point\n\n\n\nOn a scale of 0 to 10, with 0 being \u201cNot at all likely\u201d and 10 being \u201cExtremely likely,\u201d please indicate how likely you would be to recommend our services to others.\n\n\n\n1. How likely are you to recommend our products/services to others?\n\n\n\n2. Please share the reasons behind your rating. Your feedback will help us understand what aspects we do well at and what areas need improvement.\n\n\n\n3. Are there specific features or services that stand out to you as particularly positive or valuable as a customer?\n\n\n\n4 Are there any aspects of our products/services that you believe need improvement? If so, please provide details.\n\n\n\n5. How satisfied are you with our customer support team?\n\n\n\n6. If you encountered any challenges while using our services, did our team adequately address and resolve them to your satisfaction?\n\n\n\n7. How likely are you to continue using our services in the future?\n\n\n\n8. Do you have any additional comments, suggestions, or ideas for us to consider as we aim to improve our services?", "date_published": "2023-08-14T07:00:00-07:00", "date_modified": "2023-08-14T14:01:59-07:00", "authors": [ { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" } ], "author": { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/unnamed.png", "tags": [ "customer service", "Customer Support", "Blog", "By Profession" ], "summary": "Learn multiple ways to calculate NPS (Net Promoter Score) to gauge customer loyalty and satisfaction." }, { "id": "https://textexpander.com/?p=79000", "url": "https://textexpander.com/blog/customer-service-skills", "title": "Customer Service Skills: Master the Art of Delighting Every Customer!", "content_html": "![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-Service-Skills-featured-600x300.png\")
\nCustomer service skills are essential for every job function, as they play a crucial role in the success and reputation of businesses. Here are why strong customer service skills are important:
\n\n\n\nCompetitive advantage: Great customer service can be a differentiating factor in today\u2019s competitive business landscape. When a company stands out for its exceptional customer service, it can gain a competitive edge over its rivals.
\n\n\n\nCompliance and legal considerations: In some industries, adhering to specific customer service standards may be a legal or regulatory requirement. Properly trained customer service staff can help ensure compliance with such rules.
\n\n\n\nCustomer feedback and insights: Customer service interactions provide valuable insights into the strengths and weaknesses of products or services. Those customer stories can improve offerings and meet customer needs more effectively.
\n\n\n\nCustomer satisfaction: Good customer service skills make customers feel valued and heard. Customers interacting positively with a company are more likely to be satisfied with their overall experience, leading to repeat business and increased loyalty.
\n\n\n\nCustomer retention and loyalty: Satisfied customers are likelier to stay loyal to a brand and continue using its products or services. This customer loyalty can lead to long-term customer relationships, reducing the need to acquire new customers constantly.
\n\n\n\nEmployee morale and satisfaction: Training employees in customer service skills and encouraging positive interactions can improve employee morale. When employees see the impact of their efforts in satisfying customers, they tend to feel more motivated and engaged in their work.
\n\n\n\nProblem resolution: Effective customer service skills enable representatives to handle and resolve customer issues and complaints more efficiently. Timely and satisfactory resolution of problems can turn dissatisfied customers into happy customers.
\n\n\n\nReduced costs: Good customer service can lead to reduced costs related to customer acquisition. It is generally more cost-effective to retain existing customers than to attract new ones, and strong customer service contributes to this goal. See 4 Customer Service Characteristics that Drive ROI.
\n\n\n\nReputation management: Customer service skills directly impact a company\u2019s reputation. A business that consistently provides excellent customer service earns a positive reputation, while poor customer service can lead to negative reviews and a damaged image.
\n\n\n\nWord-of-mouth advertising: Positive customer experiences can lead to word-of-mouth recommendations. Happy customers are likely to share their positive experiences with friends, family, and colleagues, which can result in new customers and increased brand exposure.
\n\n\n\nCustomer service skills are essential for fostering positive relationships with customers, enhancing the reputation of a business, and driving long-term success in a competitive market. By prioritizing exceptional customer service, companies can build a loyal customer base, achieve sustainable growth, and maintain a positive brand image.
\n\n\n\nGood customer service skills are crucial for creating positive customer interactions and ensuring their satisfaction. Here are some essential customer service skills a hiring manager should look for.
\n\n\n\nCustomer service situations can vary greatly, and being adaptable allows representatives to respond appropriately to different customer needs and preferences. See The 7 Customer Experience Behaviors to Thrill Customers.
\n\n\n\nExample: A customer contacts a travel agency to modify their vacation itinerary due to a last-minute change in plans. The travel agent demonstrates adaptability by swiftly adjusting the arrangements to accommodate the customer\u2019s new requirements.
\n\n\n\nClear and concise communication is vital in customer service. Active listening skills and the ability to express yourself clearly and empathetically help understand customer needs and address their concerns effectively. See Soft Skills Employers Should Recruit For.
\n\n\n\nExample: An unhappy customer contacts a telecommunications company to inquire about their billing statement, which seems higher than usual. The customer service representative listens actively to the customer\u2019s concerns, asks clarifying questions, and explains the billing details in a clear and concise manner. The representative uses empathetic language to reassure the customer that the issue will be resolved promptly.
\n\n\n\nTextExpander enhances a customer support team\u2019s communication skills by providing quick and consistent responses through pre-defined Snippets. Your team can swiftly address common queries with personalized touches, ensuring accuracy and minimizing the risk of errors. It also enables efficient onboarding and training for new hires, fosters multilingual support, and promotes professionalism with standardized templates and signatures. TextExpander streamlines communication, reducing response times and empowering agents to focus on delivering high-quality service, leading to improved customer satisfaction and overall communication effectiveness.
\n\n\n\n\n\nTry TextExpander yourself with a 30-day free trial and discover what TextExpander can do for you and your team. When you\u2019re ready, contact our sales team to supercharge your support team. Team-based pricing starts as low as $8.33 per user per month.
\n\n\n\nHandling conflicts and difficult situations diplomatically and professionally is crucial to turning a negative experience into a positive one for the customer.
\n\n\n\nExample: An angry customer posts a negative review on social media, expressing dissatisfaction with a restaurant\u2019s service. The restaurant manager responds promptly, apologizes for the poor experience, and invites the customer back for a complimentary meal to address the issue and resolve the conflict.
\n\n\n\nPutting yourself in the customer\u2019s shoes and understanding their feelings and perspectives is key to providing compassionate and personalized support.
\n\n\n\nCheck out: 30 Empathy Statements in Customer Service \u2013 Phrases & Spiel Examples
\n\n\n\nExample: A customer calls an online retailer to complain about receiving a damaged product. The customer service agent responds with empathy, acknowledging the inconvenience caused to the customer. The agent assures the customer that a replacement will be sent immediately and apologizes for the inconvenience.
\n\n\n\nExpressing gratitude for the customer\u2019s business and showing appreciation can leave a lasting positive impression and demonstrate high emotional intelligence.
\n\n\n\nExample: A loyal customer returns to a local caf\u00e9 for their morning coffee. The barista greets the customer warmly, remembers their favorite drink, and expresses gratitude for their continued patronage.
\n\n\n\n\u00bfhablas espa\u00f1ol? For companies serving diverse customer bases, proficiency in multiple languages can be valuable in providing personalized support.
\n\n\n\nExample: A customer calls a hotel to make a reservation but speaks a different language. The front desk staff member, fluent in the customer\u2019s language, assists them in booking their room, ensuring clear communication and a positive experience.
\n\n\n\nWith various communication channels available, customer service representatives should be proficient in handling customer inquiries through phone calls, emails, live chat, social media, etc.
\n\n\n\nExample: A customer contacts a mobile phone company through their live chat to inquire about upgrading their plan. The customer service representative assists in real-time through the chat and offers additional support options, such as phone or email follow-ups, based on the customer\u2019s preference.
\n\n\n\nTaking ownership of customer issues and following through on resolutions demonstrates reliability and commitment to customer satisfaction.
\n\n\n\nExample: A customer receives the wrong item from an online retailer. The customer service representative takes ownership of the mistake, apologizes for the error, and arranges for the correct item to be shipped immediately, ensuring a seamless exchange process.
\n\n\n\nDealing with customers, especially those who are upset or frustrated, requires patience. Staying calm and composed helps in resolving issues without escalating the situation.
\n\n\n\nExample: A customer calls a software company for technical support. The customer is unfamiliar with computers and requires step-by-step guidance to troubleshoot the issue. The customer service representative remains patient throughout the call, explaining each step in simple terms, and ensures the customer\u2019s problem is resolved before ending the call.
\n\n\n\nA positive and friendly demeanor can significantly impact customer interactions, fostering a welcoming atmosphere and building rapport.
\n\n\n\nExample: A customer visits a retail store looking for a specific item, but it\u2019s out of stock. The store associate maintains a positive attitude, expressing regret for the inconvenience and offering to check other nearby locations to help the customer find the product.
\n\n\n\nCustomer service representatives should be skilled in analyzing problems and finding effective solutions to meet the customer\u2019s needs.
\n\n\n\nExample: A customer contacts an electronics store to report a malfunctioning device outside the warranty period. The customer service representative empathizes with the customer\u2019s frustration and finds a creative solution by offering a discount on a newer model as a replacement, leaving the customer satisfied.
\n\n\n\nComprehensive knowledge of the products or services offered enables representatives to provide accurate information and guidance to customers.
\n\n\n\nExample: A customer visits a car dealership and asks detailed questions about the features and specifications of a specific car model. The salesperson demonstrates comprehensive product knowledge and provides the customer with accurate information to help them make an informed decision.
\n\n\n\nIn cases where customer service includes upselling or cross-selling, having basic sales skills can enhance the customer\u2019s experience while meeting business goals.
\n\n\n\nExample: A customer visits an electronics store to purchase a laptop. The salesperson demonstrates excellent sales skills by understanding the customer\u2019s needs, recommending a suitable model, and explaining its benefits, resulting in the customer making a confident purchase.
\n\n\n\nEfficiently managing time allows representatives to handle customer inquiries promptly and avoid unnecessary delays.
\n\n\n\nExample: A customer contacts an online clothing store with an urgent inquiry about a delivery. The customer service agent prioritizes the customer\u2019s request, quickly checks the shipping status, and provides an immediate update, ensuring the customer\u2019s peace of mind.
\n\n\n\nFamiliarity with relevant customer support software and tools helps manage customer interactions efficiently and track customer histories.
\n\n\n\nExample: A customer contacts a tech support company with issues related to their computer\u2019s performance. The support technician demonstrates tech-savviness by remotely accessing the customer\u2019s device and efficiently resolving the technical problems.
\n\n\n\nBy developing and nurturing these customer service skills, representatives can create memorable customer experiences, increasing satisfaction, loyalty, and advocacy for the brand.
\n\n\n\nMany of what we outlined above are interpersonal skills that are difficult to quantify. Essential hard skills in customer service encompass specific technical or measurable abilities that are crucial for effectively delivering high-quality service to customers. Here are some key hard skills in customer service:
\n\n\n\nAnalytical skills: Being able to analyze customer data, feedback, and trends helps identify areas for improvement and optimize the overall customer experience.
\n\n\n\nCall handling: In call centers or phone-based customer service roles, skills such as call control, call escalation, and adhering to call scripts may be important.
\n\n\n\nComputer proficiency: Customer service representatives often use various software and tools to access customer information, manage inquiries, and track interactions. Proficiency in using customer relationship management (CRM) systems, ticketing systems, and other customer service software is vital.
\n\n\n\nData entry: Accurate and timely data entry is essential for recording customer details, inquiries, and issue resolutions. TextExpander can help automate data entry.
\n\n\n\nDocumentation skills: Thoroughly documenting customer interactions and issue resolutions is essential for maintaining a comprehensive customer history and facilitating collaboration with other team members. Learning to develop a single source of truth can save your team time and make output more consistent.
\n\n\n\nNumeracy: Some customer service roles may involve managing billing, payments, or financial inquiries, necessitating basic numeracy skills.
\n\n\n\nProduct knowledge: A deep understanding of the products or services offered allows customer service representatives to provide accurate information and address customer inquiries effectively.
\n\n\n\nSocial media management: For customer service teams that handle inquiries through social media, proficiency in managing social media platforms like Facebook, LinkedIn, and Twitter is crucial.
\n\n\n\nTechnical troubleshooting: Customer service representatives may need to troubleshoot technical issues with products or services, so a basic understanding of technical problem-solving is valuable.
\n\n\n\nTime management: Efficiently managing time is vital for handling multiple customer inquiries while maintaining a high level of service.
\n\n\n\nTyping speed and accuracy: Efficiently responding to customer inquiries through chat or email requires a reasonable typing speed without compromising accuracy. It can be helpful to learn a shorthand typing method.
\n\n\n\nThese hard skills, when combined with essential soft skills like effective communication, empathy, and problem-solving, create a well-rounded customer service representative capable of delivering exceptional service and building positive customer relationships.
\n\n\n\nImproving customer service skills requires dedication, practice, and a willingness to learn and grow continuously. Here are some effective ways to enhance customer service skills:
\n\n\n\nCollaboration: Work closely with colleagues and other departments to understand the customer journey and identify areas for process improvements.
\n\n\n\nEffective listening: Practice active listening by giving full attention to customers\u2019 concerns, asking clarifying questions, and confirming your understanding before responding.
\n\n\n\nEmpathy and understanding: Develop empathy by putting yourself in the customer\u2019s shoes and understanding their feelings and perspectives. Show genuine concern for their needs and issues.
\n\n\n\nGratitude and appreciation: Show gratitude and appreciation to customers for their business and loyalty, creating a positive and memorable experience.
\n\n\n\nHandling difficult situations: Develop strategies for handling difficult customers or challenging situations with patience and professionalism.
\n\n\n\nLanguage skills: If your customer base includes diverse language speakers, consider learning additional languages to communicate more effectively.
\n\n\n\nObserving experts: Observe experienced customer service representatives to learn from their techniques, communication styles, and approaches to customer interactions.
\n\n\n\nPersonal development: Engage in personal development activities, such as reading books on customer service, attending webinars, or following customer service blogs.
\n\n\n\nProduct and service knowledge: Invest time in thoroughly understanding the products or services offered by your organization to provide accurate and relevant information to customers.
\n\n\n\nRemain calm under pressure: Practice remaining calm and composed even during busy or stressful periods, ensuring that customer interactions remain positive.
\n\n\n\nRole play: Engage in role-playing exercises with colleagues to simulate different customer scenarios and practice effective responses and problem-solving.
\n\n\n\nSeek feedback: Ask for feedback from customers and colleagues to identify areas for improvement and gain valuable insights into how to enhance the customer experience.
\n\n\n\nStay updated: Stay informed about industry trends, changes in products or services, and new customer service tools or technologies.
\n\n\n\nTraining and workshops: Participate in customer service training programs and workshops to learn new techniques, best practices, and strategies for handling various customer interactions.
\n\n\n\nRemember that improving customer service skills is an ongoing process, and it\u2019s essential to be open to feedback, learn from experiences, and continuously strive to deliver the best possible service to customers. Over time, consistent effort and improvement will lead to more satisfied customers and a more rewarding customer service career.
\n\n\n\nBethany Hodak, author of Creating Superfans: How to Turn Your Customers into Lifelong Advocates, cites the \u201cthree ps\u201d of customer service:
\n\n\n\n![\"Big](\"https://textexpander.com/wp-content/uploads/Copy-of-Blog-Hero-Image-15-600x200.png\")
\nSmall business customer service is the critical piece that all small business owners must get right. It\u2019s a vital component that empowers small businesses to stand toe-to-toe with larger brands with much deeper marketing pockets. By delivering exceptional customer service, small businesses can level the playing field, particularly in scenarios where they might not be able to compete directly on price.
\n\n\n\nCustomer service is the lifeblood of small businesses. It\u2019s not just about handling emails or solving problems; it\u2019s about creating memorable experiences that can turn first-time customers into lifelong customers. In a world where big brands often dominate the market with aggressive pricing strategies, small businesses can carve out their niche by offering personalized, attentive, and legendary customer service.
\n\n\n\nThe power of small business customer service lies in its ability to humanize the brand so customers feel like they\u2019re doing business with a person instead of a company. It\u2019s about understanding the customer\u2019s needs, exceeding their expectations, and making them feel valued. This level of service is often hard to find in larger brands, giving small businesses a unique advantage when delivering service.
\n\n\n\nSmall businesses may not always have the capacity to compete with big brands on price, locations, or product inventory, but they can compete\u2014and win\u2014when it comes to customer service. This is the secret weapon of small businesses, and it\u2019s reshaping the competitive landscape of both e-commerce and brick-and-mortar retailers.
\n\n\n\nOne of the most compelling advantages of small businesses is their ability to offer personalized and tailored experiences. In a small business setting, customers are not just another number or line item. They are recognized customers, greeted by name, and their preferences are remembered. This level of personalization is a drastically different experience and contrast to the impersonal nature of transactions with larger corporations, and it\u2019s a difference that customers notice and appreciate.
\n\n\n\nBuilding strong customer relationships is a key area where small businesses shine over big brands. They have the opportunity to interact with their customers on a more personal level, understand their needs, and respond to their feedback in real time instead of following a script or path from the corporate office. This close relationship fosters trust and loyalty, turning customers into advocates for the business in their communities.
\n\n\n\nSmall businesses are also known for going the extra mile for their customers. Whether it\u2019s staying open late to accommodate a customer\u2019s schedule, placing a special order a hard-to-find product, or simply offering a caring ear when a customer has had a bad day, these businesses are often willing to do what it takes to ensure customer satisfaction.
\n\n\n\nThe old saying \u201cpeople buy from people\u201d is particularly true in the context of succeeding as small businesses. Customers appreciate the human connection they experience when doing business with smaller companies. They value the personal touch, the friendly service, and the feeling of being appreciated. In a world where big brands often feel distant and impersonal, the human-centric approach of small businesses can be a powerful differentiator.
\n\n\n\nWhile small businesses can use their size to offer personalized customer service, they also face unique challenges. One of the most significant is the limited finances compared to larger brands and retailers. These resources aren\u2019t just financial; they also include time, labor, and technical capabilities. This disparity can make it difficult for small businesses to provide the same level of service as their larger counterparts.
\n\n\n\nAnother challenge is overcoming the perception of inferior service. Despite the personalized attention they can provide, small businesses sometimes struggle against the assumption that bigger is better when it comes to service. The reality is that as big brands move to AI-driven tools, it\u2019s going to be easier and easier for small businesses to shine on service.
\n\n\n\nDespite these challenges, technology offers a beacon of hope while retaining a human touch. Many point of sale systems designed for small businesses are bundling in a loyalty program, CRM functionality, and analytics. These tools can automate routine tasks, provide valuable customer insights, and enhance communication, allowing small businesses to compete with big brands in the realm of customer service and delivering personalized service. In the end, it\u2019s not just about the size of the business, but the size of its commitment to its customers.
\n\n\n\nWhile TextExpander is a great tool for streamlining customer communication with its Snippet usage, there are several other tools that small businesses can leverage to enhance their customer service workflows and experience. These include Help Scout, Zendesk, Zoho Desk, and Freshdesk. Each of these platforms offers unique features designed to help small businesses deliver exceptional customer service and keep customers coming back month after month.
\n\n\n\nHelp Scout is a great customer service platform that helps small businesses manage their customer interactions in a personalized way. It offers features like shared email inboxes, which allow teams to manage multiple email addresses in one place, and Help Docs, which let businesses create a searchable knowledge base to help customers find answers to common questions.
\n\n\n\nZendesk is a customer service software that provides a range of tools to improve customer engagement. It allows businesses to interact with customers through email, chat, phone, and social media from a single platform. It also provides robust analytics and reporting tools to help businesses understand their customer service performance.
\n\n\n\nZoho Desk is a fantastic help desk solution for medium size businesses that helps them provide more personalized customer service. It offers features like help ticket management, automation, and monitoring of email, social media, etc.
\n\n\n\nFreshdesk is a customer support software that offers customer tickets, automation, and reporting. It also provides a knowledge base and community forum that allows businesses to build a self-service portal for their customers so they can get the help they need immediately.
\n\n\n\nNot able to play the video? Click here to watch the video
In the area of small business customer service, efficiency and consistency are key. This is where tools like TextExpander can be a game changer for small businesses looking to compete against big brands. TextExpander is a tool that allows teams to fly through repetitive tasks quickly by expanding the things they type regularly. Using Snippets for frequently typed text, a business owner can speed up the time it takes to respond to customer inquiries while also presenting a human touch! These Snippets are always accessible with a quick search or abbreviation, saving valuable time and ensuring consistency in communication.
\n\n\n\nThe same principle applies to talking with customers on social media. Whether it\u2019s responding to customer inquiries, posting updates to Facebook, or engaging with comments, small businesses can use TextExpander to streamline their social media management. By using Snippets for common posts, responses, or hashtags, they can maintain a consistent voice and message across all platforms.
\n\n\n\nUpdating website content is another area where TextExpander can prove invaluable. Whether it\u2019s updating product descriptions, updating policies, or writing blog content, TextExpander can make the process quicker and more efficient. By using snippets for common phrases or sections of text, small businesses can ensure that their website content is always up-to-date and consistent.
\n\n\n\nTextExpander is not just about speeding up typing, though. It also allows for customization, with features like fill-ins and optional sections that keep the human touch in communication. And because it can be used on any system, any device, and within any app, it\u2019s a versatile tool that can adapt to any small business\u2019s needs without the need to hire an IT department to set it up.
\n\n\n\nIn essence, TextExpander empowers small businesses to compete with big brands in the realm of customer service. By streamlining repetitive tasks and ensuring consistency in communication, it allows small businesses to focus on what they do best: building strong relationships with their customers.
\n\n\n\nImproving small business customer service is a multi-step journey, but there are a few key strategies that can make a significant difference right away.
\n\n\n\nFirst, small businesses should focus on building customer loyalty and advocacy. This goes beyond providing excellent customer service. It\u2019s about creating an experience that customers love so much that they can\u2019t help but to talk about it in person and on social media. This could be through a loyalty program, personalized sales, or simply by going above and beyond to exceed customer expectations. A good example here would be a Wine retailer ordering a special brand for a loyal customer. The goal is to turn customers into advocates for your business, as their word of mouth experiences will do more than any advertising campaign
\n\n\n\nDifferentiating from big brands through personalized service is another effective strategy. As mentioned earlier, small businesses have a unique advantage in their ability to offer personalized service that big brands can\u2019t match. This can be a powerful differentiator in a market dominated by big brands. By knowing your customers\u2019 names, remembering things about them, and getting to know them personally, you can create a customer experience that big brands can\u2019t match.
\n\n\n\nIn 2023, customers expect quick responses and resolutions to their inquiries and issues. Waiting 2-4 business days isn\u2019t going to cut it. This is especially true for small businesses, where the quality of customer service can make or break the customer\u2019s experience. Here are some strategies that small businesses can employ to meet these expectations:
\n\n\n\nBy prioritizing quick response times and resolutions, small businesses can improve their customer service experience and build stronger relationships with their customers.
\n\n\n\n![\"Small](\"https://textexpander.com/wp-content/uploads/word-image-78444-2-560x280.png\")
One of the most exciting examples of small businesses competing with big brands comes from the world of independent bookstores. In an industry dominated by Amazon for many years, indie bookstores are not just surviving, they\u2019re thriving in 2023. A case in point is the story of Brookline Booksmith, a bookstore that has outlived its large competitors by focusing on their local community.
\n\n\n\nAccording to Ryan Raffaelli, a professor of business administration at Harvard Business School, the return of independent bookstores is driven by three key reasons:
\n\n\n\nIndie bookstores are heavily invested in their communities and have been instrumental in promoting the \u2018shop local\u2019 movement. They know their customers. They know the books are likely to be popular in the community. They\u2019re creating a community\u2014not just a bookstore.
\n\n\n\nJamie Fiocco, president of the American Booksellers Association and owner and general manager of Flyleaf Books in Chapel Hill, N.C., reinforces the importance of community for independent bookstores. She mentions that every bookstore really has to understand about their community and how they can carve out a living by being there and being a part of the conversation.
\n\n\n\nThe resurgence of independent bookstores is a shocking twist in the narrative of small businesses competing with big brands. It\u2019s almost as if we\u2019re seeing a real-life sequel to the movie \u201cYou\u2019ve Got Mail.\u201d In the original film, the small bookstore owned by Meg Ryan\u2019s character is driven out of business by a large chain bookstore owned by Tom Hanks\u2019 character. But in our sequel, it\u2019s the small, independent bookstores that are thriving while the big chains struggle to keep up. Sure\u2014it\u2019s hard to compete on price, but customers are looking for more than just rock-bottom pricing.
\n\n\n\nMaybe it\u2019s time for \u201cYou\u2019ve Got Mail 2: Shop Around the Corner Strikes Back.\u201d In this sequel, it\u2019s the small businesses that come out on top, proving that with the right approach, they can not only compete with the big brands but thrive.
\n\n\n\nIn the hit TV Show \u201cThe Office, Robert Californa had an excellent quote:
\n\n\n\nLet me tell you how I buy something these days.
\n\n\n\nI know what I want, I go on the Internet and I get the best price.
\n\n\n\nOr, I don\u2019t know what I want, and I go to a small store that can help me.
\n\n\n\nThe era of personal service is back. You are back.
\n\n\n\nYou\u2019ll find that customers will pay our higher prices and then they will thank us. And we will say to them, you are welcome.
\n\n\n\nSmall businesses are back
\n\n\n\nThe importance of small business customer service is key to surviving in 2023 and beyond. It\u2019s the secret weapon that allows small businesses to compete head-to-head with big brands with deep pockets. By delivering exceptional, personalized service, small businesses can carve out their niche in the market and community while building strong, loyal customer bases.
\n\n\n\nBut it\u2019s not just about delivering great service. It\u2019s also about doing so efficiently and effectively. That\u2019s where the right technology stack comes in. By leveraging tools like TextExpander, small businesses can create faster, smarter workflows. These tools automate routine tasks and streamline communication allowing small businesses to focus on what really matters: delivering exceptional service to their customers\u2014wherever they are.
\n\n\n\nSmall businesses have unique strengths and advantages that big brands can\u2019t match. Leverage these strengths, equip yourself with the right tools, and focus on delivering the kind of customer service that only small businesses can. In doing so, you\u2019ll not only compete with the big brands\u2014 you\u2019ll outshine them.
\n", "content_text": "Small business customer service is the critical piece that all small business owners must get right. It\u2019s a vital component that empowers small businesses to stand toe-to-toe with larger brands with much deeper marketing pockets. By delivering exceptional customer service, small businesses can level the playing field, particularly in scenarios where they might not be able to compete directly on price.\n\n\n\nCustomer service is the lifeblood of small businesses. It\u2019s not just about handling emails or solving problems; it\u2019s about creating memorable experiences that can turn first-time customers into lifelong customers. In a world where big brands often dominate the market with aggressive pricing strategies, small businesses can carve out their niche by offering personalized, attentive, and legendary customer service.\n\n\n\nThe power of small business customer service lies in its ability to humanize the brand so customers feel like they\u2019re doing business with a person instead of a company. It\u2019s about understanding the customer\u2019s needs, exceeding their expectations, and making them feel valued. This level of service is often hard to find in larger brands, giving small businesses a unique advantage when delivering service.\n\n\n\nSmall businesses may not always have the capacity to compete with big brands on price, locations, or product inventory, but they can compete\u2014and win\u2014when it comes to customer service. This is the secret weapon of small businesses, and it\u2019s reshaping the competitive landscape of both e-commerce and brick-and-mortar retailers.\n\n\n\nThe power of small business customer service\n\n\n\nOne of the most compelling advantages of small businesses is their ability to offer personalized and tailored experiences. In a small business setting, customers are not just another number or line item. They are recognized customers, greeted by name, and their preferences are remembered. This level of personalization is a drastically different experience and contrast to the impersonal nature of transactions with larger corporations, and it\u2019s a difference that customers notice and appreciate.\n\n\n\nBuilding strong customer relationships is a key area where small businesses shine over big brands. They have the opportunity to interact with their customers on a more personal level, understand their needs, and respond to their feedback in real time instead of following a script or path from the corporate office. This close relationship fosters trust and loyalty, turning customers into advocates for the business in their communities.\n\n\n\nSmall businesses are also known for going the extra mile for their customers. Whether it\u2019s staying open late to accommodate a customer\u2019s schedule, placing a special order a hard-to-find product, or simply offering a caring ear when a customer has had a bad day, these businesses are often willing to do what it takes to ensure customer satisfaction.\n\n\n\nThe old saying \u201cpeople buy from people\u201d is particularly true in the context of succeeding as small businesses. Customers appreciate the human connection they experience when doing business with smaller companies. They value the personal touch, the friendly service, and the feeling of being appreciated. In a world where big brands often feel distant and impersonal, the human-centric approach of small businesses can be a powerful differentiator.\n\n\n\nChallenges for small businesses with customer service\n\n\n\nWhile small businesses can use their size to offer personalized customer service, they also face unique challenges. One of the most significant is the limited finances compared to larger brands and retailers. These resources aren\u2019t just financial; they also include time, labor, and technical capabilities. This disparity can make it difficult for small businesses to provide the same level of service as their larger counterparts.\n\n\n\nAnother challenge is overcoming the perception of inferior service. Despite the personalized attention they can provide, small businesses sometimes struggle against the assumption that bigger is better when it comes to service. The reality is that as big brands move to AI-driven tools, it\u2019s going to be easier and easier for small businesses to shine on service.\n\n\n\nDespite these challenges, technology offers a beacon of hope while retaining a human touch. Many point of sale systems designed for small businesses are bundling in a loyalty program, CRM functionality, and analytics. These tools can automate routine tasks, provide valuable customer insights, and enhance communication, allowing small businesses to compete with big brands in the realm of customer service and delivering personalized service. In the end, it\u2019s not just about the size of the business, but the size of its commitment to its customers.\n\n\n\nEssential tools for small business\n\n\n\nWhile TextExpander is a great tool for streamlining customer communication with its Snippet usage, there are several other tools that small businesses can leverage to enhance their customer service workflows and experience. These include Help Scout, Zendesk, Zoho Desk, and Freshdesk. Each of these platforms offers unique features designed to help small businesses deliver exceptional customer service and keep customers coming back month after month.\n\n\n\nHelp Scout is a great customer service platform that helps small businesses manage their customer interactions in a personalized way. It offers features like shared email inboxes, which allow teams to manage multiple email addresses in one place, and Help Docs, which let businesses create a searchable knowledge base to help customers find answers to common questions.\n\n\n\nZendesk is a customer service software that provides a range of tools to improve customer engagement. It allows businesses to interact with customers through email, chat, phone, and social media from a single platform. It also provides robust analytics and reporting tools to help businesses understand their customer service performance.\n\n\n\nZoho Desk is a fantastic help desk solution for medium size businesses that helps them provide more personalized customer service. It offers features like help ticket management, automation, and monitoring of email, social media, etc.\n\n\n\nFreshdesk is a customer support software that offers customer tickets, automation, and reporting. It also provides a knowledge base and community forum that allows businesses to build a self-service portal for their customers so they can get the help they need immediately.\n\n\n\nTextExpander: A game changer for small business customer service\n\n\n\n \n \n Not able to play the video? Click here to watch the video\n\n\n\n\nIn the area of small business customer service, efficiency and consistency are key. This is where tools like TextExpander can be a game changer for small businesses looking to compete against big brands. TextExpander is a tool that allows teams to fly through repetitive tasks quickly by expanding the things they type regularly. Using Snippets for frequently typed text, a business owner can speed up the time it takes to respond to customer inquiries while also presenting a human touch! These Snippets are always accessible with a quick search or abbreviation, saving valuable time and ensuring consistency in communication.\n\n\n\nThe same principle applies to talking with customers on social media. Whether it\u2019s responding to customer inquiries, posting updates to Facebook, or engaging with comments, small businesses can use TextExpander to streamline their social media management. By using Snippets for common posts, responses, or hashtags, they can maintain a consistent voice and message across all platforms.\n\n\n\nUpdating website content is another area where TextExpander can prove invaluable. Whether it\u2019s updating product descriptions, updating policies, or writing blog content, TextExpander can make the process quicker and more efficient. By using snippets for common phrases or sections of text, small businesses can ensure that their website content is always up-to-date and consistent.\n\n\n\nTextExpander is not just about speeding up typing, though. It also allows for customization, with features like fill-ins and optional sections that keep the human touch in communication. And because it can be used on any system, any device, and within any app, it\u2019s a versatile tool that can adapt to any small business\u2019s needs without the need to hire an IT department to set it up.\n\n\n\nIn essence, TextExpander empowers small businesses to compete with big brands in the realm of customer service. By streamlining repetitive tasks and ensuring consistency in communication, it allows small businesses to focus on what they do best: building strong relationships with their customers.\n\n\n\nHow to improve small business customer service\n\n\n\nImproving small business customer service is a multi-step journey, but there are a few key strategies that can make a significant difference right away.\n\n\n\nFirst, small businesses should focus on building customer loyalty and advocacy. This goes beyond providing excellent customer service. It\u2019s about creating an experience that customers love so much that they can\u2019t help but to talk about it in person and on social media. This could be through a loyalty program, personalized sales, or simply by going above and beyond to exceed customer expectations. A good example here would be a Wine retailer ordering a special brand for a loyal customer. The goal is to turn customers into advocates for your business, as their word of mouth experiences will do more than any advertising campaign\n\n\n\nDifferentiating from big brands through personalized service is another effective strategy. As mentioned earlier, small businesses have a unique advantage in their ability to offer personalized service that big brands can\u2019t match. This can be a powerful differentiator in a market dominated by big brands. By knowing your customers\u2019 names, remembering things about them, and getting to know them personally, you can create a customer experience that big brands can\u2019t match.\n\n\n\nCustomer service tips for small businesses\n\n\n\nIn 2023, customers expect quick responses and resolutions to their inquiries and issues. Waiting 2-4 business days isn\u2019t going to cut it. This is especially true for small businesses, where the quality of customer service can make or break the customer\u2019s experience. Here are some strategies that small businesses can employ to meet these expectations:\n\n\n\n\nUse the right technology tools: Tools like TextExpander can help small businesses manage customer messages at the speed of light. These tools can automate routine tasks, provide valuable customer insights, and enhance communication, allowing small businesses to respond to customer inquiries quickly and effectively.\n\n\n\nSet clear expectations: Let your customers know when they can expect a response and then deliver on those expectations.\n\n\n\nPrioritize responses: Not all customer inquiries are created equal. Some require immediate attention, while others can wait. Develop a system for prioritizing responses to ensure that the most urgent issues are addressed first. You don\u2019t want a negative experience festering for days on end.\n\n\n\nTrain Your Team: Make sure your team is well-trained and equipped to handle customer communications. This includes training on your products or services, as well as training on how to communicate effectively with customers. Everyone is in the business of customer service.\n\n\n\n\nBy prioritizing quick response times and resolutions, small businesses can improve their customer service experience and build stronger relationships with their customers.\n\n\n\nReal-life examples: small businesses competing with big brands\n\n\n\n\n\n\n\nOne of the most exciting examples of small businesses competing with big brands comes from the world of independent bookstores. In an industry dominated by Amazon for many years, indie bookstores are not just surviving, they\u2019re thriving in 2023. A case in point is the story of Brookline Booksmith, a bookstore that has outlived its large competitors by focusing on their local community.\n\n\n\nAccording to Ryan Raffaelli, a professor of business administration at Harvard Business School, the return of independent bookstores is driven by three key reasons:\n\n\n\n\nCommunity\n\n\n\nCuration\n\n\n\nConvenience\n\n\n\n\nIndie bookstores are heavily invested in their communities and have been instrumental in promoting the \u2018shop local\u2019 movement. They know their customers. They know the books are likely to be popular in the community. They\u2019re creating a community\u2014not just a bookstore.\n\n\n\nJamie Fiocco, president of the American Booksellers Association and owner and general manager of Flyleaf Books in Chapel Hill, N.C., reinforces the importance of community for independent bookstores. She mentions that every bookstore really has to understand about their community and how they can carve out a living by being there and being a part of the conversation.\n\n\n\nThe resurgence of independent bookstores is a shocking twist in the narrative of small businesses competing with big brands. It\u2019s almost as if we\u2019re seeing a real-life sequel to the movie \u201cYou\u2019ve Got Mail.\u201d In the original film, the small bookstore owned by Meg Ryan\u2019s character is driven out of business by a large chain bookstore owned by Tom Hanks\u2019 character. But in our sequel, it\u2019s the small, independent bookstores that are thriving while the big chains struggle to keep up. Sure\u2014it\u2019s hard to compete on price, but customers are looking for more than just rock-bottom pricing.\n\n\n\nMaybe it\u2019s time for \u201cYou\u2019ve Got Mail 2: Shop Around the Corner Strikes Back.\u201d In this sequel, it\u2019s the small businesses that come out on top, proving that with the right approach, they can not only compete with the big brands but thrive.\n\n\n\nIn the hit TV Show \u201cThe Office, Robert Californa had an excellent quote:\n\n\n\nLet me tell you how I buy something these days. \n\n\n\nI know what I want, I go on the Internet and I get the best price.\n\n\n\nOr, I don\u2019t know what I want, and I go to a small store that can help me.\n\n\n\nThe era of personal service is back. You are back.\n\n\n\nYou\u2019ll find that customers will pay our higher prices and then they will thank us. And we will say to them, you are welcome.\n\n\n\nSmall businesses are back\n\n\n\nWrap up on small business customer service tips\n\n\n\nThe importance of small business customer service is key to surviving in 2023 and beyond. It\u2019s the secret weapon that allows small businesses to compete head-to-head with big brands with deep pockets. By delivering exceptional, personalized service, small businesses can carve out their niche in the market and community while building strong, loyal customer bases.\n\n\n\nBut it\u2019s not just about delivering great service. It\u2019s also about doing so efficiently and effectively. That\u2019s where the right technology stack comes in. By leveraging tools like TextExpander, small businesses can create faster, smarter workflows. These tools automate routine tasks and streamline communication allowing small businesses to focus on what really matters: delivering exceptional service to their customers\u2014wherever they are.\n\n\n\nSmall businesses have unique strengths and advantages that big brands can\u2019t match. Leverage these strengths, equip yourself with the right tools, and focus on delivering the kind of customer service that only small businesses can. In doing so, you\u2019ll not only compete with the big brands\u2014 you\u2019ll outshine them.", "date_published": "2023-08-09T07:00:00-07:00", "date_modified": "2023-08-14T09:46:20-07:00", "authors": [ { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" } ], "author": { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Copy-of-Blog-Hero-Image-15.png", "tags": [ "Blog", "By Profession", "Customer Support" ], "summary": "Read about how small business customer service is the secret to competing against big brands in e-commerce as well as retail." }, { "id": "https://textexpander.com/?p=78778", "url": "https://textexpander.com/blog/customer-service-definition", "title": "Customer Service Definition: The Untold Story Behind Success", "content_html": "![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-definition-featured-600x300.png\")
\nCustomer service is an essential cornerstone of a company\u2019s success, but we often don\u2019t discuss the definition of customer service.
\n\n\n\nCustomer service refers to the support and assistance provided to customers before, during, and after their purchase or interaction with a product, service, or company. It involves:
\n\n\n\nEffective customer service aims to create positive interactions, build trust, and foster long-term relationships between customers and the business.
\n\n\n\nCustomer service can be delivered through various channels, such as in-person interactions, phone calls, emails, live chat, social media, and self-service portals. Omnichannel customer service, in which your organization maintains the same experience between those disparate channels, is increasingly expected by customers.
\n\n\n\nCustomer service plays a crucial role in maintaining a good reputation for a business and influencing customer loyalty and retention. Excellent customer service involves being responsive, empathetic, and attentive to customers\u2019 needs, striving to exceed their expectations and leaving them with a positive impression of the company.
\n\n\n\nThat might define what we want to achieve in customer service, but what ultimately matters is what the customer perceives. Customer service expert Shep Hyken outlines 4 definitions the public gives for \u201ccustomer service.\u201d
\n\n\n\nBut how do you distinguish between the definition of customer service and good customer service?
\n\n\n\nWhat defines good customer service? As Shep says, \u201cCustomers have their definitions, and yours doesn\u2019t really matter.\u201d
\n\n\n\nAccording to Shep, the bottom line is that the customer always wants to be happy.
\n\n\n\nHe outlines six things customers often look for in their customer service experience:
\n\n\n\nOne way to reduce customer response times is to use a text automation tool like TextExpander, which can store and quickly retrieve solutions and empathetic responses for your customer support team. The support teams of 1Password, Dropbox, Shopify, Sketchup, Uber, and other great companies trust it.
\n\n\n\nHowever, even better if you can go a step above those interpersonal interactions. Customers increasingly desire a self-serve experience. One of Amazon\u2019s keys to success is Bill Price\u2019s philosophy of \u201cthe best service is no service.\u201d You rarely have to interact with the company to request a return or find out when your order is shipping.
\n\n\n\nAdrian Swinscoe is a customer experience expert who has consulted for companies like Apple, Olympus, HarperCollins, and Nespresso. He\u2019s also the author of Punk CX and host of the Punk CX podcast.
\n\n\n\nHe says that most people don\u2019t want to contact customer service. They would rather help themselves, but can\u2019t\u2014around about 60% of all customer service contacts are because the customer couldn\u2019t find the right information on the company website
\n\n\nNot able to play the video? Click here to watch the video
Customer service expert and author John Sills also emphasizes the importance of being proactive in your approach. In The Human Experience, Sills lists three elements of being proactive:
\n\n\n\nIn the book, Sills outlines 7 customer experience behaviors essential to high-functional customer service teams:
\n\n\n\nNot able to play the video? Click here to watch the video
\n\n\n\n\n\u201cWe cannot determine if we give good customer service. Only our customers can. In other words, it is our customers\u2019 perceptions that determine if we\u2019ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers\u2019 expectations. And, only our customers will determine if we have met or exceeded them.\u201d
\nShep Hyken
Many leaders see customer service as a necessary cost of doing business, but its importance is incalculable and can even drive ROI.
\n\n\n\nFirst, great customer service helps you retain and keep customers coming back. It costs 5-7 times more to acquire a new customer than retain an existing one, demonstrating the raw value of customer service for ROI.
\n\n\n\nA recent survey by Verint revealed some stunning statistics:
\n\n\n\nIn The Human Experience, John Sills offers three methods for improving ROI through customer experience:
\n\n\n\nRead more: Customer Experience ROI: Is It a Myth?
\n\n\n\nDuring his talk at our Work Smarter Virtual Summit, Adrian Swinscoe outlined 13 customer experience characteristics that drive ROI:
\n\n\n\nRead more: 4 Customer Service Characteristics that Drive ROI
\n\n\n\nHere are some common customer service terms and what they mean:
\n\n\n\nCall Center: A centralized facility where customer service representatives handle incoming and outgoing telephone calls with customers.
\n\n\n\nCancellation Policy: Guidelines and procedures for customers who wish to cancel a subscription or service.
\n\n\n\nCross-selling: Recommending related or complementary products to customers based on their current purchase or needs.
\n\n\n\nCustomer Feedback: Opinions and comments provided by customers about their experience with a product or service.
\n\n\n\nCustomer Satisfaction: The level of contentment and happiness a customer experiences with a product or service. Often abbreviated CSAT.
\n\n\n\nCustomer Service: Providing assistance and support to customers before, during, and after purchasing a product or service.
\n\n\n\nCustomer Support: Similar to customer service, it refers to the help and assistance provided to customers to address their inquiries, issues, or complaints.
\n\n\n\nEscalation: The process of forwarding a customer\u2019s complaint or issue to a higher management level or specialized team for resolution.
\n\n\n\nFAQ (Frequently Asked Questions): A list of common questions and answers about a product or service, aimed at addressing common customer inquiries.
\n\n\n\nFirst Call Resolution (FCR): The percentage of customer inquiries or issues that are resolved during the initial contact with customer support.
\n\n\n\nHelp Desk: A resource that provides technical or non-technical assistance to customers with their questions or issues.
\n\n\n\nLive Chat: Real-time online communication between customers and support representatives.
\n\n\n\nLoyalty Program: Incentive-based programs designed to reward loyal customers for their continued business.
\n\n\n\nOnboarding: The process of helping customers get acquainted with a product or service they have recently purchased.
\n\n\n\nResolution Time: The amount of time it takes to resolve a customer\u2019s problem or inquiry.
\n\n\n\nReturn Policy: The guidelines and procedures for customers who want to return or exchange a purchased product.
\n\n\n\nRMA (Return Merchandise Authorization): The process by which customers obtain authorization to return a product for repair, replacement, or refund.
\n\n\n\nService Level Agreement (SLA): A contract that defines the agreed-upon level of service between a company and its customers, including response and resolution times.
\n\n\n\nTicketing System: A software tool for tracking and managing customer inquiries or support requests.
\n\n\n\nUpselling: Suggesting or offering additional products or services to customers during a purchase or support interaction.
\n\n\n\nThese are just a few of the many customer service terms used in the industry. Each term plays a crucial role in delivering a positive customer experience and building long-lasting relationships with clients.
\n\n\n\nCheck out these other customer service articles:
\n\n\n\n![\"The](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-featured-600x300.png\")
\nCustomer service burnout is endemic. And it\u2019s costing your company money. The good news is, if you spot it early, there are easy and actionable steps you can take to mitigate its effects and improve employee retention.
\n\n\n\nCustomer service is a demanding and stressful job, especially in the era of digital transformation and rising customer expectations. Customer service agents are often the first point of contact for customers who have questions, complaints, or issues with a product or service. They have to deal with angry, frustrated, or impatient customers and complex problems that require quick and effective solutions. They must also cope with high workloads, low pay, and limited autonomy.\u00a0All these factors can lead to customer service burnout, a state of physical, mental, and emotional exhaustion caused by chronic stress at work.
\n\n\n\nIn this article, we will explore the causes and symptoms of customer service burnout, as well as the best practices and strategies to prevent and overcome it. We will also share some success stories and tips from customer service experts and leaders who have successfully managed burnout in their teams. By the end of this article, you will have a better understanding of how to create a healthy and productive customer service culture that benefits both your employees and your customers.
\n\n\n\n\u201cIt\u2019s a very emotionally demanding job,\u201d says Ty Schalamon, who spent years as a customer service manager at SketchUp before transitioning into sales.
\n\n\n\nJeff Toister of Toister Performance Solutions and author of The Service Culture Handbook released a 2023 survey of customer service agents that reveals that 59% of customer service reps are at risk of burnout, including 28% who are at risk of severe burnout.
\n\n\n\n\u201cOne of the things that happens in customer service is we\u2019re engaging a part of our brain that focuses and refocuses attention, and it consumes a lot of energy. That\u2019s why at the end of the day serving customers, you might not have done a lot of physical work, but you physically feel exhausted,\u201d Toister explains.\u00a0
\n\n\n\nThat level of emotional demand and customer service burnout means high turnover rates in customer service.
\n\n\n\n\u201cMost people can\u2019t do it for very long. Two years is about the max,\u201d Schalamon adds.
\n\n\n\nAnd that turnover is expensive.
\n\n\n\nGallup estimates that replacing a single employee costs one-half to two times the employee\u2019s annual salary, and that\u2019s conservative. Gallup offers an example of a 100-person company with an average salary of $50,000 per year and estimates that this hypothetical company would burn between $660,000 and $2.6 million per year on turnover. That\u2019s based on a 26.3% annual turnover rate.
\n\n\n\nThere\u2019s not only a direct financial cost. There are lost opportunity costs as well.
\n\n\n\n\u201cIf you have an opening and have not been actively recruiting, it generally takes a couple of weeks or more just to fill the opening. So let\u2019s generously call it four weeks between the opening and having a person walking in the door on day one. That\u2019s a month of misery,\u201d Toister says.
\n\n\n\nAnd Toister says that\u2019s an optimistic estimate. In reality, it\u2019s more like 3-4 months of longer support queues and unhappy customers\u2014one month to hire the right candidate and up to 3 months to train them.
\n\n\n\n\u201cThat\u2019s a lot of pain. It\u2019s the cost not only of having to hire and train that person, but it\u2019s the cost of less productivity, missed sales, poor customer service, and having other people have to cover all those shifts and pay overtime. So it can be exceptionally costly,\u201d Toister adds.
\n\n\n\nPreventing customer service burnout should be a top priority for your company in order to maintain good customer service.
\n\n\n\nLet\u2019s talk about how you can spot burnout in your team and how to fix it.
\n\n\n\n\n\n\n\n\n\u201cBurnout. This one word is so powerful, and yet it hardly captures the deep emotional and spiritual costs of losing one\u2019s inner flame. Burnout is serious and hard to repair. Waking up without a taste for the day ahead destroys joy. We can get used to living that way\u2014and many people do\u2014but it leads to life as a form of despair rather than an embrace of the richness around us. Many of us aren\u2019t savoring our lives. We may have more than enough in the way of belongings and interesting activities, yet we have a pervasive sense of emptiness, a vague dissatisfaction. Burnout diminishes our ability to savor our quality of work and our relationships. People who are chronically tired lose their gusto. At that point, life tastes like dust because we\u2019ve become too exhausted to relish it.\u201d
\nDr. Marilyn Paul, An Oasis in Time
\u201cBurnout is a physical or mental exhaustion, and there are three specific characteristics,\u201d Toister says.
\n\n\n\nThose three changes to look for are:
\n\n\n\nOther changes to look for include:
\n\n\n\nOftentimes, burnout can sneak up on us before we realize what\u2019s happening. According to Emily Nagoski and Amelia Nagoski, authors of Burnout: The Secret to Unlocking the Stress Cycle, here are three symptoms identified by Herbert Freudenberger in 1975:
\n\n\n\nIt\u2019s your and your organization\u2019s responsibility to identify the causes and how to treat and/or prevent them because it\u2019s affecting their health and your bottom line.
\n\n\n\nLet\u2019s explore some ways you can avoid burnout in your organization.
\n\n\n\nNow that we\u2019ve established how to spot burnout and why it\u2019s your responsibility to prevent it, how can you do that? There are many ways\u2014some easier than others\u2014but all are important to keep in your turnover-reduction toolbox.
\n\n\n\n\u201cOne of the items identified in the report correlated to burnout or burnout resilience was a feeling that your company generally has good products and services,\u201d Toister says.
\n\n\n\nIt\u2019s pretty simple: if your company sells high-quality products, you will have fewer disgruntled customers, which in turn reduces stress on your customer service team.
\n\n\n\n\u201cThey\u2019re not calling angry. They\u2019re calling with maybe a question or [because] they\u2019re delighted,\u201d Toister says.
\n\n\n\nAs Amazon\u2019s leadership principles have proven: the best customer service is no service. If your company sells good products and is proactive with customer communication, that means lighter loads and less stress for customer service.
\n\n\n\n\u201cMost organizations have not clearly defined what a great customer experience looks like. Ask your employees: \u2018What does a great customer experience look like,\u2019 and you\u2019ll get a lot of great answers. They\u2019ll just all be different,\u201d Toister says.
\n\n\n\n\u201cI think this is where a lot of people end up smacking their forehead when they realize this,\u201d Toister adds.
\n\n\n\nToister instructs companies to develop one simple statement to drive the customer experience, whether they call it a vision statement, mission statement, or a brand promise. Whatever you call it, it has to be simple and offer clarity.
\n\n\n\nNext, companies must share it with their employees and ensure they understand what it means and how to implement it.
\n\n\n\nHow can you test that? Again, ask your employees what a great customer experience looks like. \u201cIf you don\u2019t get a consistent answer, you haven\u2019t done your job as a leader because we need everybody on the same page,\u201d Toister says.
\n\n\n\nFinally, you must ensure that your decisions align with the customer experience statement.
\n\n\n\n\u201cIf I\u2019m making decisions that are aligned with our definition of a great customer experience, it\u2019s really easy for employees to do great work. But if I\u2019m making decisions that are not aligned, or as a leader, I\u2019m not modeling what a great experience should look like, then I create conflicts for employees,\u201d Toister says.
\n\n\n\nToister illustrates this principle by comparing a misaligned company to a car with misaligned wheels. When there\u2019s no clear alignment, your organization swerves all over the road, struggling to stay in its lane.
\n\n\n\nA classic example of this misalignment is survey begging, which you\u2019ve probably experienced. It seems like we\u2019re presented with a survey at the end of every customer service interaction, with the agent often requesting a high score.
\n\n\n\n\u201cOnce I give them an employee a goal to achieve a certain score on a survey, then they don\u2019t care about doing better. They just want a good score on the survey,\u201d Toister says.
\n\n\n\nA low-cost way customer service managers can reduce burnout is to be more involved with their team members. The vast majority of agents who are at low risk of burnout report that they receive regular feedback from their bosses.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-feedback-560x363.png\")
Likewise, there is a strong correlation between burnout risk and having a supportive boss. \u201c94% of low-risk agents have a supportive boss, compared to just 77% of high-risk agents,\u201d the report says.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-supportive-560x357.png\")
\u201cOn one end, you have agents who don\u2019t feel they get regular feedback. They don\u2019t get a lot of support from their boss. There was even an article in the Wall Street Journal just last week about how companies are increasingly using AI to supervise contact center agents, which is horribly dehumanizing,\u201d Toister says.\u00a0
\n\n\n\n\u201cOn the other hand, many agents say my boss is really supportive, and that tied directly to burnout resilience. If I feel like my boss has got my back, I\u2019m much more likely to be resilient to burnout,\u201d Toister continues.
\n\n\n\nOne way to support your team is to ensure they have ample breaks and self-care opportunities. Do they have time to go for walks, practice mindfulness, or exercise?
\n\n\n\nMaybe your company sells great products and is zeroed in on a great customer experience, but do you give your customer service reps the tools and authority to please customers?
\n\n\n\nToister found a high correlation between disempowered agents and burnout. \u201cIn many cases, contact center agents are not fully empowered to do what\u2019s right for the customer. And that can be extremely frustrating,\u201d he says.
\n\n\n\nHow do you empower your customer service team?
\n\n\n\n\u201cIt starts by defining empowerment. When I\u2019ve looked at customer-focused organizations, they define empowerment as enabling employees to do good work,\u201d Toister says.
\n\n\n\nHe outlines three ways companies can empower customer service:
\n\n\n\n\u201cWe think of empowerment as letting agents do whatever they want, but that\u2019s not really it. It\u2019s best-practice procedures so that I can consistently serve my customers at a high level,\u201d Toister says.
\n\n\n\nHe offers the example of a situation where one agent may take five minutes to resolve an issue while another might take 30 minutes. \u201cNo one wants to be that 30-minute customer or that 30-minute agent, so we need best practices,\u201d Toister says.
\n\n\n\n\u201cI imagine a tool like TextExpander makes it easier to access templates really quickly. Those things make the agent\u2019s job much easier,\u201d Toister says.
\n\n\n\nMany articles say that high pay isn\u2019t tied to happier employees, but Toister hasn\u2019t found that to be true. In his survey, 41% of customer service agents said they don\u2019t feel they are paid fairly. \u201cAgents who feel they are paid fairly are more resilient to burnout,\u201d the report says.
\n\n\n\n![\"Are](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-pay-560x377.png\")
\u201cThe research is pretty clear that pay is fundamentally important. You have to pay employees well enough that they\u2019re not thinking about pay, and for most customer-focused organizations, that is paying above the midpoint, but it also allows them to access better talent. It allows them to expect more from their employees and helps them keep their employees longer,\u201d Toister explains.
\n\n\n\nWhat compounds the problem is when leaders offer financial incentives to offset low pay.
\n\n\n\n\u201cIf we look at all the research on motivation, we find that providing incentives as an extrinsic motivator\u2014an external motivator\u2014generally hurts performance more than it helps performance. And so, based on this very clear research, I don\u2019t advocate for incentives,\u201d Toister says.
\n\n\n\nTo illustrate the point, Toister gave an example of a company offering $100 bonuses for high customer service survey scores. The result was that Tier 1 support regularly received bonuses, and Tier 2 never did. The reason was that as soon as the customer expressed frustration, the Tier 1 agents escalated them to Tier 2. Tier 2 agents ended up with all the dissatisfied customers, who gave low scores.
\n\n\n\n\u201cThat\u2019s all an example of using surveys as a cudgel instead of helping us do better. We\u2019ve created these horrible incentives,\u201d Toister says.
\n\n\n\n\u201cI draw a clear line between incentive pay\u2014which does not work in customer service\u2014and just paying employees really well, which is highly effective and is ultimately more efficient because you\u2019re not dealing with lower productivity, lower turnover, chronic absenteeism, etc.,\u201d Toister explains.
\n\n\n\nLikewise, customer service agents are at much less risk of burnout if the contact center is adequately staffed. Having enough employees and paying them well may cost more up front, but your organization may save money in the long run thanks to reduced turnover.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-staffing-560x380.png\")
Employees are at far less burnout risk if their boss sets a positive example. Fostering positivity in your organization is of key importance.
\n\n\n\n![\"Does](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-positive-560x369.png\")
Customer service reps are also far less likely to burn out if they have one good friend at work. Interestingly, while Toister didn\u2019t find a correlation between working from home and burnout risk, he did find that remote employees tended to get more feedback from their boss and develop more friendships at work. \u201cThat blew my mind because I did not expect that,\u201d Toister says.
\n\n\n\n![\"Do](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-friend-560x379.png\")
A major impediment to a positive work environment is a toxic employee. It may be cliche, but it\u2019s true: one bad apple spoils the bunch.
\n\n\n\n\u201cIn a separate study that I did, 83% of customer service employees have at least one toxic co-worker, and this is defined as somebody who basically makes the workplace worse. They\u2019re dishonest, they intentionally provide poor customer service, they harass other people, and they just make the environment a bad environment,\u201d Toister says.
\n\n\n\nToxic employees spread negativity, which increases the burnout risk for others and drives away talented people who don\u2019t want to work in a toxic environment.
\n\n\n\n\u201cAnother factor that I found in the study is that resilient employees are more likely to trust that their co-workers are doing a great job. And as the burnout risk increases, they\u2019re less likely to feel they can trust their co-workers to provide great customer service,\u201d Toister explains.
\n\n\n\nUnfortunately, the best solution is to prune the toxic employee.
\n\n\n\n\u201cThere are employment laws that you have to follow, but the short end of it is if you have a toxic employee who\u2019s chronically abusing your culture, abusing policies being dishonest, bullying people, harassing people, the fastest way to handle the issue, the best way to handle issues to fire them because they undermine the rest of your culture,\u201d Toister says.
\n\n\n\n\u201cWhat managers tell me is when they finally fire that toxic employee, it\u2019s like a breath of fresh air. Everybody else is like, oh, I can go back to doing a good job again. Because this person is now gone,\u201d Toister continues.
\n\n\n\nOf course, no manager wants to fire people, so it\u2019s important to focus on creating a positive work environment. Any good gardener knows that many plants must be pruned to grow to their full potential. But pruning doesn\u2019t replace the need to water and nourish the plant\u2014it\u2019s merely one item in the toolbox.
\n\n\n\n\u201cI think for customer service reps, it\u2019s about finding what works for you and building habits around that,\u201d Toister says.
\n\n\n\nToister says the real burnout risk for customer service workers is directed attention fatigue, which is mental fatigue caused by trying to concentrate on a task while blocking out other distractions. The ideal solution is strict uni-tasking, but that isn\u2019t always possible in customer service.
\n\n\n\n\u201cThere\u2019s two parts of our brain that we involve in customer service. One is focusing attention and the other is really blocking out distractions. But customer service is inherently full of distractions,\u201d Toister says.
\n\n\n\n\u201cContact center agents are using maybe seven different pieces of software [simultaneously]. We have two, maybe three, monitors on our desks. So we\u2019ve got distractions galore,\u201d Toister explains.
\n\n\n\n\u201cAnd that just wipes out that part of our brain. It really makes it tired,\u201d Toister says.
\n\n\n\nThe key for perpetually distracted customer service reps is to find alternative ways to relax their brains.
\n\n\n\nThe symptoms are very similar to ADHD symptoms. Mechanically they\u2019re different in our brain, but the impact is the same. You have less of an ability to focus,\u201d Toister says.
\n\n\n\n\u201c[It makes it] harder to stop to complete activities. It\u2019s harder to control your emotions. All of these things are really important for customer service reps. We have these habits that are giving us ADHD-like symptoms and burning us out, and there are enough of us who have ADHD already. We don\u2019t need to make it worse,\u201d Toister says.
\n\n\n\n\u201cWhatever you can do, whether it\u2019s mindfulness exercises, whether it\u2019s simply developing more healthy habits, whether it\u2019s going outside and reading a book on your breaks instead of getting on your phone and checking social media. Any of those things can help clear your mind and restore a little bit of your attention,\u201d Toister says.
\n\n\n\n\u201cYou need to rest, and there are a few ways to do that. One is to get a good night\u2019s sleep. We know people chronically don\u2019t get enough sleep. So there\u2019s no way around it. You have to find a way to get more sleep,\u201d Toister says.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/Sleep-preventing-burnout-560x374.jpg\")
The benefits of sleep are well-documented. Why We Sleep by Dr. Matthew Walker outlines several eye-opening facts about sleep:
\n\n\n\nHow can you improve your sleep? Toister outlines three tips:
\n\n\n\nAuthor, podcaster, and \u201cformer lifelong insomniac\u201d Tim Ferriss outlines several methods that help him sleep in Tools of Titans:
\n\n\n\nSome other things Ferriss has recommended are reading fiction in bed and taking ice baths before bed.
\n\n\n\nNot only do screens worsen your sleep, but excessive screen time can also directly contribute to burnout.
\n\n\n\n\u201cYou have to take breaks from distractions. And what I mean is we\u2019re constantly on social media, we\u2019re constantly watching a screen, and that is inherently unhealthy for our brains. So we need to limit that, and the more you can limit that, the more ability you\u2019ll have to stay focused and calm throughout the workday,\u201d Toister says.
\n\n\n\n\u201cThe third thing is to get outside. There\u2019s been a number of studies that say just being outdoors, without electronics or social media, just enjoying nature helps calm your brain and restores your ability to really focus. And so I think the overarching message for customer service employees is you need to give your brain the opportunity to reset and that\u2019s going to help you feel a lot better,\u201d Toister says.
\n\n\n\nA growing body of research indicates that regular sunlight exposure can help calibrate your circadian rhythm so you get more sleep at night. Stanford professor Dr. Andrew Huberman highly recommends this.
\n\n\n\nIn Toister\u2019s survey, one of the key indicators for customer service burnout was not having a close friend at work.You need regular human contact for optimal health.
\n\n\n\n\u201cStaying meaningfully connected with others leads to a greater sense of calm, less stress, less anxiety, greater productivity, better cardiovascular health, reduced likelihood of cancer, and fewer premature deaths from all causes,\u201d says Dr. Marilyn Paul in An Oasis in Time.
\n\n\n\nIn Burnout: The Secret to Unlocking the Stress Cycle, authors Emily Nagoski and Amelia Nagoski call out positive social interaction as a key to avoiding burnout:
\n\n\n\n\u201cCasual but friendly social interaction is the first external sign that the world is a safe place. Most of us expect we\u2019ll be happier if, say, our seatmate on a train leaves us alone, in mutual silence; turns out, people experience greater well-being if they\u2019ve had a polite, casual chat with their seatmate.\u201d
\n\n\n\nHow can you do that? The book suggests: \u201cJust go buy a cup of coffee and say \u2018Nice day\u2019 to the barista. Compliment the lunch lady\u2019s earrings. Reassure your brain that the world is a safe, sane place, and not all people suck. It helps!\u201d
\n\n\n\nTo thwart burnout, you have to be resilient, and exercise is a proven method for building resilience. A 2022 study says, \u201cResilience is central to positive mental health and well-being especially when faced with adverse events.\u201d
\n\n\n\nThe same study also found \u201cthat as exercise level increases so does resilience. The relationship between exercise and resilience is independent of sleep and mental health under normal conditions.\u201d
\n\n\n\nIn other words, exercise makes your mind tougher regardless of sleep or other factors.
\n\n\n\n![\"Exercise](\"https://textexpander.com/wp-content/uploads/Preventing-burnout-exercise-560x374.jpg\")
\u201cExercise touches on a bunch of other things that impact your ability to rest, recover, get a good night\u2019s sleep, etc.,\u201d Toister says.
\n\n\n\nThe authors of Burnout: The Secret to Unlocking the Stress Cycle recommend doing whatever you can to get exercise and doing it regularly:
\n\n\n\n\u201cWhen you\u2019re stressed out by the bureaucracy and hassle of living in the twenty-first century, what do you do? You run. Or swim. Or dance around your living room, singing along to Beyonc\u00e9, or sweat it out in a Zumba class, or do literally anything that moves your body enough to get you breathing deeply. For how long? Between twenty and sixty minutes a day does it for most folks. And it should be most days\u2014after all, you experience stress most days, so you should complete the stress response cycle most days, too. But even just standing up from your chair, taking a deep breath, and tensing all your muscles for twenty seconds, then shaking it out with a big exhale, is an excellent start.\u201d
\n\n\n\nDirected attention fatigue really comes down to a single factor: a lack of mindfulness. That might sound very incense and crystals, but it can literally stop you from breathing.
\n\n\n\nIn Breath: The New Science of a Lost Art author James Nestor describes \u201ccontinuous partial attention,\u201d which affects up to 80 percent of office workers: \u201cWe\u2019ll scan our email, write something down, check Twitter, and do it all over again, never really focusing on any specific task.\u201d
\n\n\n\n![\"Mindfulness](\"https://textexpander.com/wp-content/uploads/Preventing-burnout-mindfulness-560x381.jpg\")
What\u2019s wild is that distracted state can have a negative effect on your breathing similar to sleep apnea:
\n\n\n\n\u201cIn this state of perpetual distraction, breathing becomes shallow and erratic. Sometimes we won\u2019t breathe at all for a half minute or longer. The problem is serious enough that the National Institutes of Health has enlisted several researchers, including Dr. David Anderson and Dr. Margaret Chesney, to study its effects over the past decades. Chesney told me that the habit, also known as \u2018email apnea,\u2019 can contribute to the same maladies as sleep apnea.\u201d
\n\n\n\nNeed help calming your brain? We\u2019ve recorded a short mindfulness exercise for you to follow along with.
\n\n\nNot able to play the video? Click here to watch the video
Customer service burnout is a state of emotional, physical, and mental exhaustion caused by prolonged and repeated stress at work. It can affect customer service professionals who have to deal with high-pressure situations, demanding customers, heavy workloads, and low recognition. Customer service burnout can lead to reduced productivity, lower quality of service, increased absenteeism, and higher turnover rates. It can also harm the health and well-being of customer service workers, causing symptoms such as fatigue, insomnia, irritability, anxiety, depression, and cynicism.
\n\n\n\nCustomer service can be exhausting for many reasons. Some of the common causes of customer service stress are:
\n\n\n\nRead some of Jeff Toister\u2019s thoughts on \u201chow to get out of customer service.\u201d
\n\n\n\nThere is no definitive answer to how long it takes to recover from burnout, as it depends on many factors, such as the severity and duration of your burnout, the sources and triggers of your stress, your coping skills and resources, and your willingness and ability to make changes in your life.
\n\n\n\nAccording to Wellics, recovery time can range from a few weeks to several years, depending on how a person experiences work-related exhaustion. According to Defeat Burnout, it also depends on how quickly you can remove or better cope with your burnout triggers. According to Eggcellent Work, it can take as long to recover as it took to become burnt out in the first place.
\n\n\n\nHow can you speed up your recovery and prevent future burnout? Here are some tips from Psychology Today and Cleveland Clinic:
\n\n\n\n![\"Top](\"https://textexpander.com/wp-content/uploads/Golden-rules-customer-service-featured-600x300.png\")
\nImplementing effective customer service strategies can set your business apart from the competition, inspire word-of-mouth marketing, and fuel your company\u2019s growth. One approach is to establish consistent, high-quality communication with customers.
\n\n\n\nColloquially, this has been referred to as setting \u201cGolden Rules.\u201d Or, in other words, fundamental principles or guidelines that are widely recognized and proven effective in ensuring a high quality of customer service.
\n\n\n\nThe 10 example rules we present encompass critical aspects of excellent customer service, drawn from real-world best practices and the wisdom of industry leaders.
\n\n\n\nLet\u2019s dive into these principles, address various facets of customer interaction, and look at some prime examples for each, including:
\n\n\n\nRemember: your business wouldn\u2019t exist without your customers. Therefore, prioritizing their needs and expectations is a non-negotiable rule in the customer service playbook. Show your customers that they matter by delivering tailored services and solutions that address their specific needs.
\n\n\n\nZappos is a well-known company that puts the customer first. They have a 30-day return policy and a no-questions-asked refund policy. They also have a culture of customer service that is focused on going the extra mile.
\n\n\n\nLearn more about Zappos from Harvard Business Review: \u201cHow I Did It: Zappos\u2019s CEO on Going to Extremes for Customers\u201d
\n\n\n\nActive listening is a powerful tool in customer service. It involves fully focusing, understanding, responding, and then remembering what is being said. By truly listening to your customers, you can more accurately identify their needs and find appropriate solutions to their problems.
\n\n\n\nSouthwest Airlines is a company that is known for its active listening skills. Their customer service representatives are trained to listen carefully to customer concerns and to ask clarifying questions. This helps them to understand the customer\u2019s issue and to find the best solution.
\n\n\n\nLearn more about Southwest Airlines from Business.com: \u201cSouthwest Airlines: A Case Study in Great Customer Service\u201d
\n\n\n\nClear and concise communication minimizes confusion and enhances customer experience. Ensure that your customer service team can articulate responses effectively and explain solutions in a way that customers understand.
\n\n\n\nThe Home Depot is a home improvement retailer that is based in the United States. They are known for their clear and concise communication, both in their stores and in their customer support. Their customer service representatives are trained to use simple language and to avoid jargon. They also make sure to communicate the next steps in the process so that customers know what to expect.
\n\n\n\nLearn more about The Home Depot from Media Shower: \u201cHow Home Depot\u2019s Marketing Made It America\u2019s #1 DIY Chain\u201d
\n\n\n\nEmpathy is about understanding and sharing the feelings of others. In customer service, it\u2019s vital to empathize with customers\u2019 issues and frustrations. When you display empathy, customers feel heard and validated, which can help diffuse negative situations and build rapport.
\n\n\n\nThe Ritz-Carlton is a company that is known for its empathy. Their customer service representatives are trained to understand the customer\u2019s emotional state and to respond in a way that is both respectful and compassionate.
\n\n\n\nLearn more about The Ritz-Carlton from Bloomberg: \u201cHow Ritz-Carlton Maintains its Mystique\u201d
\n\n\n\nPrompt responses show your customers that you value their time. When customers contact your support, they usually need help immediately. By responding and resolving issues quickly, you can drastically improve customer satisfaction.
\n\n\n\nNetflix is a company that is known for its responsiveness. They have a 24/7 customer support team that is available to help customers with any problems they may have. They also have a very quick turnaround time for resolving issues.
\n\n\n\nLearn more about Netflix from Netomi: \u201c5 Customer Support Strategies to Learn from Netflix\u201d
\n\n\n\nStand out by exceeding customer expectations. This could be as simple as following up on a solved issue, personalizing your interactions, or offering a complimentary service. These small gestures can leave a lasting impression and make customers feel truly valued.
\n\n\n\nNordstrom is a company that is known for going the extra mile. They have a policy of \u201cno questions asked\u201d returns, and they are always willing to do whatever it takes to make a customer happy.
\n\n\n\nLearn more about Nordstrom from Erply: \u201cNordstrom Case Study: How You Can Copy Nordstrom\u2019s Retail Success\u201d
\n\n\n\nLanguage significantly influences a customer\u2019s perception of your business. Using positive, affirming language can turn potential problems into opportunities for enhanced customer satisfaction.
\n\n\n\nDisney is a company that is known for using positive language. Their customer service representatives are trained to use words and phrases that create a positive and welcoming experience for customers.
\n\n\n\nLearn more about Disney from Hubspot: \u201cHow to Approach Customer Service Like Disney\u201d
\n\n\n\nA well-trained team is the key to delivering excellent customer service. Regularly train your staff on best practices, equip them with the necessary resources, and foster a culture that values high-quality customer service.
\n\n\n\nApple is a company that is known for training and equipping their team. Their customer service representatives are trained on the latest products and services, and they are also given the tools they need to be successful.
\n\n\n\nLearn more about Apple from Forbes: \u201cApple\u2019s Secret Employee Training Manual Reinvents Customer Service in Seven Ways\u201d
\n\n\n\nEncourage your customers to give feedback and make it easy for them to do so. Feedback, both positive and negative, provides valuable insight into what you\u2019re doing well and areas where you could improve.
\n\n\n\nStarbucks is a company that encourages feedback. They have a system in place where customers can give feedback about their experience, and they use this feedback to improve their customer service.
\n\n\n\nLearn more about Starbucks from the National Business Research Institute: \u201dThe Customer Experience \u2013 Spotlight on Starbucks\u201d
\n\n\n\nThe customer service landscape is constantly changing. Regularly evaluate your customer service strategies and practices, then make necessary improvements. Stay abreast of emerging trends and adapt to meet the evolving needs of your customers.
\n\n\n\nAmazon is a company that consistently evaluates and improves their customer service. They use data and feedback to identify areas where they can improve and make changes to their processes accordingly.
\n\n\n\nLearn more about Amazon from Forbes: \u201cHow Jeff Bezos Consistently Communicates Four Core Values That Made Amazon A Success\u201d
\n\n\n\nEvery interaction with a customer contributes to their overall experience with your brand. By following these 10 golden rules, you can ensure that each touchpoint builds a positive relationship with your customers, leading to improved customer satisfaction, increased loyalty, and ultimately, business growth. Remember, delivering outstanding customer service is an ongoing journey, not a destination.
\n", "content_text": "Implementing effective customer service strategies can set your business apart from the competition, inspire word-of-mouth marketing, and fuel your company\u2019s growth. One approach is to establish consistent, high-quality communication with customers.\n\n\n\nColloquially, this has been referred to as setting \u201cGolden Rules.\u201d Or, in other words, fundamental principles or guidelines that are widely recognized and proven effective in ensuring a high quality of customer service.\n\n\n\nThe 10 example rules we present encompass critical aspects of excellent customer service, drawn from real-world best practices and the wisdom of industry leaders.\n\n\n\nLet\u2019s dive into these principles, address various facets of customer interaction, and look at some prime examples for each, including:\n\n\n\n\nHow to approach customers\n\nPutting customers first\n\n\n\nEmpathizing with customers\n\n\n\nAlways using positive language\n\n\n\n\n\nHow to manage the customer process\n\nActively listening to customers\n\n\n\nCommunicating clearly\n\n\n\nBeing responsive\u00a0\n\n\n\nGoing the extra mile\n\n\n\n\n\nStrategic elements of customer interaction\n\nThe importance of training your team\n\n\n\nConstantly seeking feedback\n\n\n\nRegular evaluation and iteration of customer engagement practices\n\n\n\n\n\n\n1. The Customer Comes First\n\n\n\nRemember: your business wouldn\u2019t exist without your customers. Therefore, prioritizing their needs and expectations is a non-negotiable rule in the customer service playbook. Show your customers that they matter by delivering tailored services and solutions that address their specific needs.\n\n\n\nZappos is a well-known company that puts the customer first. They have a 30-day return policy and a no-questions-asked refund policy. They also have a culture of customer service that is focused on going the extra mile.\n\n\n\nLearn more about Zappos from Harvard Business Review: \u201cHow I Did It: Zappos\u2019s CEO on Going to Extremes for Customers\u201d\n\n\n\n2. Listen Actively\n\n\n\nActive listening is a powerful tool in customer service. It involves fully focusing, understanding, responding, and then remembering what is being said. By truly listening to your customers, you can more accurately identify their needs and find appropriate solutions to their problems.\n\n\n\nSouthwest Airlines is a company that is known for its active listening skills. Their customer service representatives are trained to listen carefully to customer concerns and to ask clarifying questions. This helps them to understand the customer\u2019s issue and to find the best solution.\n\n\n\nLearn more about Southwest Airlines from Business.com: \u201cSouthwest Airlines: A Case Study in Great Customer Service\u201d\n\n\n\n3. Communicate Clearly\n\n\n\nClear and concise communication minimizes confusion and enhances customer experience. Ensure that your customer service team can articulate responses effectively and explain solutions in a way that customers understand.\n\n\n\nThe Home Depot is a home improvement retailer that is based in the United States. They are known for their clear and concise communication, both in their stores and in their customer support. Their customer service representatives are trained to use simple language and to avoid jargon. They also make sure to communicate the next steps in the process so that customers know what to expect.\n\n\n\nLearn more about The Home Depot from Media Shower: \u201cHow Home Depot\u2019s Marketing Made It America\u2019s #1 DIY Chain\u201d\n\n\n\n4. Show Empathy\n\n\n\nEmpathy is about understanding and sharing the feelings of others. In customer service, it\u2019s vital to empathize with customers\u2019 issues and frustrations. When you display empathy, customers feel heard and validated, which can help diffuse negative situations and build rapport.\n\n\n\nThe Ritz-Carlton is a company that is known for its empathy. Their customer service representatives are trained to understand the customer\u2019s emotional state and to respond in a way that is both respectful and compassionate.\n\n\n\nLearn more about The Ritz-Carlton from Bloomberg: \u201cHow Ritz-Carlton Maintains its Mystique\u201d\n\n\n\n5. Be Responsive\n\n\n\nPrompt responses show your customers that you value their time. When customers contact your support, they usually need help immediately. By responding and resolving issues quickly, you can drastically improve customer satisfaction.\n\n\n\nNetflix is a company that is known for its responsiveness. They have a 24/7 customer support team that is available to help customers with any problems they may have. They also have a very quick turnaround time for resolving issues.\n\n\n\nLearn more about Netflix from Netomi: \u201c5 Customer Support Strategies to Learn from Netflix\u201d\n\n\n\n6. Go the Extra Mile\n\n\n\nStand out by exceeding customer expectations. This could be as simple as following up on a solved issue, personalizing your interactions, or offering a complimentary service. These small gestures can leave a lasting impression and make customers feel truly valued.\n\n\n\nNordstrom is a company that is known for going the extra mile. They have a policy of \u201cno questions asked\u201d returns, and they are always willing to do whatever it takes to make a customer happy.\n\n\n\nLearn more about Nordstrom from Erply: \u201cNordstrom Case Study: How You Can Copy Nordstrom\u2019s Retail Success\u201d\n\n\n\n7. Use Positive Language\n\n\n\nLanguage significantly influences a customer\u2019s perception of your business. Using positive, affirming language can turn potential problems into opportunities for enhanced customer satisfaction.\n\n\n\nDisney is a company that is known for using positive language. Their customer service representatives are trained to use words and phrases that create a positive and welcoming experience for customers.\n\n\n\nLearn more about Disney from Hubspot: \u201cHow to Approach Customer Service Like Disney\u201d\n\n\n\n8. Train and Equip Your Team\n\n\n\nA well-trained team is the key to delivering excellent customer service. Regularly train your staff on best practices, equip them with the necessary resources, and foster a culture that values high-quality customer service.\n\n\n\nApple is a company that is known for training and equipping their team. Their customer service representatives are trained on the latest products and services, and they are also given the tools they need to be successful.\n\n\n\nLearn more about Apple from Forbes: \u201cApple\u2019s Secret Employee Training Manual Reinvents Customer Service in Seven Ways\u201d\n\n\n\n9. Encourage Feedback\n\n\n\nEncourage your customers to give feedback and make it easy for them to do so. Feedback, both positive and negative, provides valuable insight into what you\u2019re doing well and areas where you could improve.\n\n\n\nStarbucks is a company that encourages feedback. They have a system in place where customers can give feedback about their experience, and they use this feedback to improve their customer service.\n\n\n\nLearn more about Starbucks from the National Business Research Institute: \u201dThe Customer Experience \u2013 Spotlight on Starbucks\u201d\n\n\n\n10. Consistently Evaluate and Improve\n\n\n\nThe customer service landscape is constantly changing. Regularly evaluate your customer service strategies and practices, then make necessary improvements. Stay abreast of emerging trends and adapt to meet the evolving needs of your customers.\n\n\n\nAmazon is a company that consistently evaluates and improves their customer service. They use data and feedback to identify areas where they can improve and make changes to their processes accordingly.\n\n\n\nLearn more about Amazon from Forbes: \u201cHow Jeff Bezos Consistently Communicates Four Core Values That Made Amazon A Success\u201d\n\n\n\nEvery interaction with a customer contributes to their overall experience with your brand. By following these 10 golden rules, you can ensure that each touchpoint builds a positive relationship with your customers, leading to improved customer satisfaction, increased loyalty, and ultimately, business growth. Remember, delivering outstanding customer service is an ongoing journey, not a destination.", "date_published": "2023-07-28T07:00:00-07:00", "date_modified": "2023-07-21T10:50:03-07:00", "authors": [ { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" } ], "author": { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Golden-rules-customer-service-featured.png", "tags": [ "customer service", "Customer Support", "Blog", "By Profession" ], "summary": "10 core rules of customer service to thrill customers taken from real companies." }, { "id": "https://textexpander.com/?p=78218", "url": "https://textexpander.com/blog/customer-service-characteristics", "title": "4 Customer Service Characteristics that Drive ROI", "content_html": "![\"4](\"https://textexpander.com/wp-content/uploads/Customer-Service-Characteristics-ROI-featured-600x300.png\")
\nWhat customer service characteristics are most likely to drive ROI for your business? At our recent Virtual Summit, author and CX expert Adrian Swinscoe outlined how to drive ROI through your customer experience strategy. There are 4 characteristics of customer service that can take your customer experience and ROI to the next level.
\n\n\n\nAdrian is a best-selling author, Forbes contributor, speaker, investor, advisor, and host of the Punk CX podcast. His clients have included brands such as Apple, Olympus, HarperCollins, and Nespresso. He is a frequent writer, podcaster, and speaker on all things related to customer service and experience. His books include How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, Punk CX, and Punk XL.
\n\n\n\nDuring his talk, Adrian listed 13 service characteristics of top companies:
\n\n\n\nIn his presentation, Adrian elaborated on 4 characteristics of customer service.
\n\n\n\nThe most important of the customer service characteristics is a clear vision of your customer experience. But many leaders don\u2019t understand what it means to have a clear vision.
\n\n\n\n\u201cIf I ask people, \u2018What is your vision for your customer service customer experience,\u2019 many people will come up with this assemblage of five or so different kinds of buzzwords they\u2019ll put together. They\u2019ll say, we want it to be omnichannel and AI-enabled and seamless and friction-free and blah blah blah,\u201d Adrian says.
\n\n\n\n\u201cThat\u2019s not really a vision. I don\u2019t really understand what that means for both customers and the people that are trying to do it,\u201d Adrian adds.
\n\n\n\nInstead, Adrian says that companies have to build rich stories explaining what the ideal customer experience should look like. Then your individual team members can read the story and identify where they fit into the customer experience.
\n\n\n\nRead A Punk CX Guide to Customer Experience Strategy for more on Adrian\u2019s tips on translating your vision into business goals.
\n\n\n\nA smooth experience is a key customer experience characteristic. When Adrian speaks of \u201cgrit,\u201d he\u2019s talking about small things that annoy your customers. The best companies are constantly on the hunt to find and remove \u201cgrit\u201d from the user experience.
\n\n\n\n![\"They](\"https://textexpander.com/wp-content/uploads/Customer-service-characteristics-grit-560x315.jpg\")
For example, Adrian highlights blister packs\u2014like the ones some lightbulbs come in\u2014which are notoriously hard to open. There\u2019s even a term for this: wrap rage, which sends thousands of people to the hospital every year.
\n\n\n\n\u201cWe have to be consistently looking for these little bits of grit, these little pebbles that just make our service and experience suboptimal,\u201d Adrian says.
\n\n\n\nAdrian emphasizes making many small improvements in multiple areas of your business.
\n\n\n\n\u201cIf you can make a 1% improvement in 10 areas of your business, that then adds up to quite a lot, rather than actually trying to make a 10% improvement in one area of the business, which is generally quite hard,\u201d Adrian adds.
\n\n\n\nOne of the best customer experience characteristics is to have a great employee experience.
\n\n\n\nAs Adrian explains, CX is a function of EX\u2014employee experience\u2014and WX\u2014which is all of the others that support your business, like suppliers.
\n\n\n\n![\""Employee'](\"https://textexpander.com/wp-content/uploads/Customer-service-characteristics-employee-experience-560x315.jpg\")
A common source of friction for CX employees is the sheer number of tools they need to perform their work. Adrian mentions that RingCentral has said it takes on average between 8 and 12 tools to handle customer service requests.
\n\n\n\n\u201cThat\u2019s complicated,\u201d Adrian says.
\n\n\n\nOne agent told Adrian they needed 40 different tools to do their job.
\n\n\n\n\u201cCan you imagine having 40 different tabs open on a browser to try and do your job? It\u2019s like mind-blowing,\u201d Adrian says.
\n\n\n\nAnd so if you think about that experience for an employee and the barriers and the challenges that they have to go through in order to\u2026deliver a better experience, then there\u2019s a lot of work that we can do to try and help improve that,\u201d Adrian continues.
\n\n\n\nSimply put, if your employees are struggling to do the basics of their job, they\u2019re going to struggle to satisfy customers, and they\u2019re not going to have the extra bandwidth to go above and beyond for an exceptional experience.
\n\n\n\nA great customer experience strategy means not playing catchup. \u201cThe leaders know they need to be proactive by nature. Because traditionally customer support and customer service are always being reactive. We get a question, and we respond to it,\u201d Adrian explains.
\n\n\n\n![\"They](\"https://textexpander.com/wp-content/uploads/Customer-service-characteristics-proactive-560x315.jpg\")
However, he says that\u2019s no longer good enough. By and large, people don\u2019t want to have to contact customer service. They would rather self-serve, but often can\u2019t. As Amazon leadership principles proved, the best service is no service.
\n\n\n\nAdrian says that about 60% of all customer service contacts are because the customer couldn\u2019t find the right information on the company website.
\n\n\n\n\u201cWell figure out what they\u2019re asking for and then put that information up front and help them invest in your self-service tools. That reduces your cost to serve and makes life easier for the customers,\u201d Adrian says.
\n\n\n\nAdrian\u2019s customer service characteristics, especially the 4 characteristics of customer service he emphasized,\u00a0 should give you some idea about how to better direct your customer experience and boost your ROI.
\n\n\n\n![\"Best](\"https://textexpander.com/wp-content/uploads/Pasted-4-e1688838792334-600x253.png\")
\nCall center representatives are frequently burdened with responding to emails, filing forms, or intensely searching for the exact response to give to someone over the phone. Fortunately, these tasks can be completed quicker with Knowledge Management (KM) Software.
\n\n\n\nWith KM software, call center reps can swiftly access a centralized knowledge database containing answers to common questions, solution scripts, policy information, product details, troubleshooting guides, and more. Moreover, it can help reps reduce or avoid the need to transfer calls and put customers on hold.\u00a0
\n\n\n\nKM software can also facilitate learning and skill development among representatives, as they can share experiences, solutions, and best practices through the system. This reduces onboarding time for new employees and promotes consistent, high-quality service across the team.\u00a0
\n\n\n\nSo, what KMS is best for your call center?
\n\n\n\nSeveral categories of knowledge management software support different use cases and outcomes. Here are examples we\u2019ll cover in this guide:
\n\n\n\nWhen working at an online or over-the-phone call center, you can run into circumstances when an employee does not know the correct phrases to respond to a customer. Shorthand automation software can enable these employees to respond with ease.
\n\n\n\nWith a few keystrokes, whole paragraphs with direct instructions can be shown on an employee\u2019s screen. This information can be useful for live chat and phone call centers alike, and provide increased cohesiveness throughout the center.
\n\n\n\nTextExpander equips any user with countless features that can increase efficiency and productivity. In addition to adding readable and easily attainable scripts for call center representatives, TextExpander can also be used for creating forms that can be filled in by employees to monitor their calls once they are completed. These snippets can be expanded in any application. They can also be edited and self-tailored so that your instructions can have a personal touch and specific language.
\n\n\n\nAll scripts or instructions can be organized by topic, team, project, and product. With this organization, call center representatives can easily use this text-based knowledge to dictate consistent and reliable information to each other and the customer.
\n\n\n\nAlthough this type of knowledge management software doesn\u2019t necessarily have all the features of a more traditional system, it does support the same type of outcomes. Additionally, the price of TextExpander allows you to have automation for representatives at a fraction of the price.
\n\n\n\nA more traditional form of organization would be produced by a knowledge base. Employees can use this type of software to create, store, and share knowledge and resources. Knowledge bases should have sections for resources concerning logistics and instructions, troubleshooting, and advice for customers.
\n\n\n\nHowever, because of how expansive and ever-changing a knowledge base can be, sometimes these apps are difficult to manage. This hindrance does not change the fact, though, that a knowledge base allows for easy locating and maneuvering of resources and information if the base is kept up to date.\u00a0\u00a0
\n\n\n\nConfluence not only centralizes information but also promotes collaboration and documentation of shared knowledge. Team members can create, share, and update documents in real-time, ensuring everyone has access to the most current and accurate information. This level of clear and timely edits is one of the key features of Confluence. Additionally, its strong search capability means customer queries can be handled more efficiently. The ability to search and navigate through sections easily can help representatives aid customers more easily. Furthermore, it offers robust analytics that can help identify knowledge gaps and areas for improvement.
\n\n\n\nHelpjuice\u2019s powerful search functionality ensures that your team can quickly find accurate solutions to a broad range of customer queries. The software is user-friendly and customizable, enabling you to tailor it to your specific needs. It is so user-friendly that there is no formal training period for a company\u2019s employees when the system is first integrated. With Helpjuice, you can centralize your company\u2019s knowledge, promote collaboration, and provide a self-service platform for your team. Although Helpjuice has these features, Confluence does a better job of allowing team members to communicate with each other in real time.\u00a0
\n\n\n\nDecision tree software is one of the more simple options that you can have. Instead of a complex set of sectionalized articles that tell a call center representative about a caller\u2019s needs, decision tree software shows the representative a flow chart to help them through a procedure.\u00a0
\n\n\n\nThese decision trees are commonly too basic for complex procedures, but if your company is looking for something that will show a representative only a handful of possibilities when someone calls, a decision tree might be for you.\u00a0
\n\n\n\nLucidchart\u2019s ability to visually map out information and processes is invaluable. This feature allows your team to easily understand and navigate workflows, call scripts, and troubleshooting guides. The representative can lean on this visualization when a caller calls. This support system allows for the representative to get through calls quicker and with less supervision. Additionally, the diagrams are collaborative, meaning they can be updated in real-time to reflect changes, ensuring your team always has the most current information. Moreover, Lucidchart integrates seamlessly with numerous platforms, promoting information accessibility.\u00a0
\n\n\n\nCanva also has a user-friendly UI that allows users to easily create and follow the flow charts that fellow employees create. Additionally, the free version of Canva comes with templates that can support all of your flowchart needs. The drag-and-drop functionality also aids in the ease of use. However, the integrations into certain office management apps and the many free templates that come with the free version of Lucidchart make Lucidchart the better option for call centers.\u00a0
\n\n\n\nCall flow software includes many of the same capabilities as decision tree software with one important addition: the capability to write exact scripts for call interactions. These scripts can be very detailed and helpful for agents when a difficult and complex customer-related issue comes across the phone or screen. However, these scripts need to be regularly maintained, and this upkeep can take valuable time away from representatives.\u00a0
\n\n\n\nShelf\u2019s advanced AI-powered search feature ensures that your team can quickly find the right information, reducing call handling time and enhancing customer service. A manager or supervisor can create the responses that are for customer responses, and the AI searches for a group of responses that a representative can choose from to answer the customer\u2019s question. It also offers a unique feature called \u201cGem,\u201d which automatically suggests content related to what an agent is currently viewing, aiding in effective problem resolution. Shelf\u2019s intuitive interface makes content organization easy, and its robust analytics can provide valuable insights into knowledge usage and gaps.
\n\n\n\nZingtree\u2019s Chrome extension enables users to create and follow scripts and trees easily and consistently. Zingtree specializes more in visual tree construction, but the script creation is still very useful and usable. This app is best for employees and managers who prefer creating and using visual aids as a primary resource along with a supplementary script. Zingtree\u2019s UI and customization options are both heavy positives as well. However, Shelf\u2019s automation with AI responses in the standard price range makes it our pick.\u00a0
\n\n\n\nA wiki is a company-based version of Wikipedia. Everything that is needed for your company (scripts, resources, or protocols) is all on a designated company website that can be accessed when your employees need it. Everyone can contribute to the wiki, which enables high collaboration and authoring rates.
\n\n\n\nHowever, this high amount of collaboration also leads to disorganization and commonly inaccurate information. A wiki needs to be policed regularly to make sure new information that is being put up is correct and going to the right place.\u00a0
\n\n\n\nNotion, an all-in-one workspace, is excellent for creating a business wiki due to its rich features and benefits. It supports collaboration, content versatility, powerful databases, and permission controls. You can create a main wiki page, design a logical structure, and use Notion\u2019s built-in templates for customization. Its database feature is ideal for data management and project tracking. Notion\u2019s search and tagging capabilities ensure quick access to information, while its app integration enhances utility. Additionally, the software maintains a version history for tracking changes. Adopting Notion as your business wiki fosters a culture of knowledge sharing, serving as a centralized hub for collaboration and information accessibility.
\n\n\n\nAlmanac features real-time collaboration and versioning capabilities, ensuring your team always has the most current and accurate information. Its innovative \u2018Docs as Code\u2019 approach allows for tracking changes, merging drafts, and even reversing updates if needed, providing unparalleled control over your knowledge base. Almanac\u2019s goal is to limit how much an employee needs to scour Slack and emails for messages, and it accomplishes that goal by supporting integrations with Slack and Google Drive. Plus, the platform\u2019s user-friendly interface and robust search functionality can help your agents find answers quickly, improving call handling efficiency and customer satisfaction. Almanac is a solid alternative to WordPress, but WordPress\u2019s easier-to-use editing system and more expansive plug-ins make it a better option.\u00a0
\n\n\n\n![\"A](\"https://textexpander.com/wp-content/uploads/Customer-Experience-Strategy-Featured-600x300.jpg\")
\nAt our Work Smarter Virtual Summit, CX expert Adrian Swinsoe gave a fantastic talk called \u201cHow to Drive ROI in CX,\u201d which clearly outlines a customer experience strategy with a proven track record of boosting revenue and cutting costs.
\n\n\n\nAdrian is a best-selling author, Forbes contributor, speaker, investor, advisor, and host of the Punk CX podcast. His clients have included brands such as Apple, Olympus, HarperCollins, and Nespresso. He is a frequent writer, podcaster, and speaker on all things related to customer service and experience. His books include How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, Punk CX, and Punk XL.
\n\n\n\n![\"Adrian](\"https://textexpander.com/wp-content/uploads/Adrian-Swinscoe-560x400.jpeg\")
Adrian has spent the past 15 years consulting for top companies. \u201cI\u2019m an investigator, agitator, and an instigator of better outcomes for both customers and employees,\u201d he says.
\n\n\n\nIn his session, he dove into the characteristics of CX leaders, the threats to good customer experience strategy, and how to unlock an exceptional customer experience that drives revenue.
\n\n\n\nYou can watch the full presentation or read on for a summary of Adrian\u2019s insights.
\n\n\nNot able to play the video? Click here to watch the video
One of the challenges for CX leaders is demonstrating how a customer experience strategy pays off. Adrian outlines 4 key benefits for companies that prioritize their customer experience strategy. They\u2026
\n\n\n\n\n\n\n\nThese are all great, but there\u2019s a big BUT: Adrian says that 70% of customer experience initiatives underperform. Why is that?
\n\n\n\nIn Swinscoe\u2019s view, the chief enemy of effective customer experience strategy is complexity.
\n\n\n\n\u201cI believe that the CX space is in danger of becoming overly complicated: technical debt, benchmark, framework, measured, codified, certified\u2014all these different sorts of things. Add in whatever adjective you want to,\u201d Adrian says.
\n\n\n\nThe problem is that these layers of complexity distract us from delivering great experiences to our customers.
\n\n\n\nAdrian explains that this is a product of the environment we exist in. The MarTech space has exploded over the past decade. In 2011 there were 150 MarTech tools. Today there are over 11,000.
\n\n\n\n![\"Growth](\"https://textexpander.com/wp-content/uploads/Growth-of-MarTech-560x315.jpg\")
\u201cIt\u2019s created this sort of technological maelstrom around us. A maelstrom of choice. It\u2019s more confusing than anything else,\u201d Adrian says.
\n\n\n\nSwinscoe says this confusion has led to a lack of clarity around ROI, which in turn devalues customer experience strategy.
\n\n\n\nAccording to Gartner, 7% of CFOs plan to decrease customer service spending, 72% plan to maintain it, and only 21% plan to increase CX investments.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/Gartner-CS-spend-560x315.jpg\")
However, almost all CFOs prioritize investments to increase revenue or reduce costs, and Adrian outlines 13 principles to a winning customer experience strategy based on 15 years of observation:
\n\n\n\nHow can you zero in on a clear customer experience strategy that thrills both customers and employees?
\n\n\n\n\u201cThe first thing we need to do is get really, really clear on that vision. Not a series of buzzwords, but what do you want to build? What do you want to deliver? What are the stories we can use to describe what that\u2019s going to be like for both customers and employees,\u201d Adrian says.
\n\n\n\nAdrian offers a couple of tools to help clarify the thinking around your vision and how you can translate that vision into business goals.
\n\n\n\nSwinscoe says a common mistake is focusing on attracting customers, generating revenue, and increasing profitability because those are outcomes and not levers.
\n\n\n\nHe\u2019s outlined a set of interlinked formulas that outline the levers you can manipulate to go from customer interest to profitability:
\n\n\n\nCustomer Interest X Conversion Rate = Number of Customers
\n\n\n\nNumber of Customers X Average Customer Spend = Revenue
\n\n\n\nRevenue X Cost to Serve = Profitability
\n\n\n\nOnce you have a clear vision of the levers you can pull to drive growth, you should be able to fill out this statement easily:
\n\n\n\n\n\n\n\nThe key is to start with the vision and then move toward measures instead of the other way around:
\n\n\n\n\n\n\n\nAdrian says these are proven formulas for increasing ROI, and he shares three examples to prove it.
\n\n\n\nBudget Truck Rental realized that most of the queries coming to their service desk were repetitive and that they could be more proactive with their self-service options. In the first 7 months of implementing their new self-service system, they achieved:
\n\n\n\n\n\n\n\nBurdens\u2014an online clothing retailer in the UK\u2014focused on a higher conversion rate and higher spend. They decided to achieve that by focusing on personalization. They actively sought out customer feedback\u2014and most importantly\u2014implemented it. They saw:
\n\n\n\n\n\n\n\nWolseley\u2014a UK distributor of plumbing and building materials\u2014had a high volume of complex questions due to their massive catalog of products. They solved the problem by creating an intelligent knowledge base for their products. After doing so, they achieved:
\n\n\n\n\n\n\n\nAdrian keeps a poster in his office that says: \u201cCUSTOMER EXPERIENCE IS MORE THAN F***ING METRICS!\u201d
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/CX-more-than-metrics-560x315.jpg\")
\u201cIt\u2019s not about metrics. It\u2019s about better outcomes for our customers, our people, and our businesses. And if we keep ourselves focused on that and use metrics to help us measure the progress we\u2019re making, not just being an ending of themselves, then we\u2019re not gonna go far wrong,\u201d Adrian says.
\n\n\n\nFinally, Adrian leaves off with a question: Are you an artist or are you just coloring in? When improving customer service strategy, most are just painting by numbers, but to create truly great customer experiences means getting creating and putting in the work. Adrian encourages you to harness your inner artist to create superior customer experiences.
\n\n\n\n![\"ARE](\"https://textexpander.com/wp-content/uploads/Are-you-an-artist-560x419.jpg\")
![\"How](\"https://textexpander.com/wp-content/uploads/Single-Source-of-Truth-featured-600x300.png\")
\nHi, I\u2019m Vince Crighton, and I\u2019ve been the Senior Support Team Lead here at TextExpander for the past two years. I\u2019d like to tell you how having a single source of truth can revolutionize your customer experience.
\n\n\n\nHave you ever played the telephone game? It\u2019s a game to help teach young kids how to listen carefully and communicate clearly. The kids form a line and take turns whispering a single phrase from one person to another. The last kid in the line says the phrase out loud, and the goal is for it to be the same phrase that was whispered to the first kid.
\n\n\n\nIt sounds easy, but almost every time Telephone is played the final phrase transforms into something entirely different. Telephone illustrates how we all have different minds that interpret information differently.
\n\n\n\nThe human mind skews information in any number of ways. Two people can view the same event and draw both different and wildly inaccurate conclusions. Many criminal convictions have been overturned after discovering that the eyewitness accounts were flawed. Even when we have the best intentions at heart, the truth can be difficult to grasp.
\n\n\n\nOur brains are sadly unreliable, which is why we need a solid repository of knowledge to draw from, a single source of truth.
\n\n\nNot able to play the video? Click here to watch the video
You can find the same challenges in support. There\u2019s a lot of inconsistency in customer support, and every support rep has stories of customers who ask for a specific rep by name because they \u201cknow\u201d what they are talking about.
\n\n\n\nIdeally, a single support rep would follow a customer throughout the entire resolution process, but that isn\u2019t always possible. So what makes one rep a better fit for a customer than another?
\n\n\n\n\n\n\n\nEveryone on your customer support team has different strengths and weaknesses. How can we smooth those out, highlighting our collective strengths and subduing our individual weaknesses? Here at TextExpander, we use a single source of truth.
\n\n\n\nA single source of truth is a repository of shared information that is always up-to-date and accurate, but it\u2019s so much more than that.
\n\n\n\nA single source of truth can help alleviate individual team members\u2019 weaknesses and strengthen the team through a collaborative effort. We don\u2019t allow ourselves to limit our strengths to just our own work because we address our peer\u2019s weaknesses together.
\n\n\n\nA single source of truth is a tool or resource that is the one-stop, irrefutable truth and pillar that your support team builds together using each person\u2019s individual strengths that everyone can rely on.
\n\n\n\nSo what are some ways we can create a single source of truth?
\n\n\n\n\n\n\n\nThis allows our customers to receive a standard of support from our team that is leveled between each of our reps. We rely on each other\u2019s strengths to update snippets for customer issues, and new changes or answers are applied quickly.
\n\n\n\nLet me illustrate how we use TextExpander to balance out the members of our support team. We have a great people person on our team, Christa, who is an absolute wordsmith. Her communication skills applied to our support Snippets allows our team to always sound human and personable to customers.
\n\n\n\nThat\u2019s not my strength, but I\u2019m good at writing out the technical steps. With our combined powers, we can help customers more effectively by collaborating on our single source of truth.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/Captain-Planet.gif\")
Using Snippets as a single source of truth can help support teams to scale quickly, learn on the job, and have confidence in what you\u2019re sharing with customers because you know that single source of truth has been vetted and used by other reps on the team.
\n\n\n\nWhile I love collaborating on Snippets, I\u2019m also able to provide my team with high-quality, admin-controlled snippets that only I can work on. This is useful for interactions where certain verbiage is required, and the wrong interpretation from an internal knowledge base can be detrimental.
\n\n\n\nThanks to those ready-made Snippets, we can tap other departments for backup if we\u2019re flooded with support requests. And as they use those Snippets, if they see any issues like typos or confusing steps, we can continue to improve it, or even change it on the fly if needed. And then it updates instantly for the next person.
\n\n\n\nWe save a lot of time at TextExpander by using a single source of truth. Our team is small, but we find a way to allow our support reps to work on more than just support. We\u2019re quick to adapt together as a team, and we all use our single source of truth confidently. Confidence in support is important; it leads to happier support reps and customers.
\n\n\n\nIf you aren\u2019t using some Snippets or macros already, I highly recommend you do so. You\u2019ll see a shift in your teams and in your customer\u2019s happiness.
\n\n\n\n![\"5](\"https://textexpander.com/wp-content/uploads/Customer-service-attributes-featured-600x300.png\")
\nDoes your company have the customer service attributes it takes to win in the marketplace? We\u2019ve discussed the 7 customer experience behaviors outlined by John Sills in The Human Experience. Now let\u2019s talk about the 5 enablers of high-performing customer-centric companies.
\n\n\nNot able to play the video? Click here to watch the video
Does your organization have the desire and drive to consistently thrill customers? Is your team willing to do what it takes to go above and beyond for them? Ambition is one of the core customer service attributes.
\n\n\n\nHaving ambition in customer service means setting the bar high, striving to meet those high standards, and doing what it takes not just to improve your organization\u2019s customer service but to lead the entire industry.
\n\n\n\nIf your company can\u2019t compete on price or even product, you can compete on delivering consistently for your customers.
\n\n\n\n\u201cWe were very ambitious. We wanted to challenge the industry heavyweights, but there was a lot of competition. We weren\u2019t the fastest and we weren\u2019t the cheapest (and we wanted to avoid a race to the bottom on price). So our differentiator was how we treated customers. We set ambitious targets for reliability and service, and had to make sure that culturally, it was never ok to fall below those, to never give our best,\u201d says Alan Riley, Chiltern Railways director of customer services in the book.
\n\n\n\nThe key to ambition is to have the end goal in mind. To paraphrase Sills, you don\u2019t save money for a vacation because you want to save money for a vacation. You save money for a vacation because you like vacations.
\n\n\n\nA common imperative on social media is \u201ctouch grass,\u201d which translates to: \u201cYou\u2019ve spent too much time on the computer, please go outside and become reacquainted with reality.\u201d
\n\n\n\nDoes your organization touch grass? Do you regularly use your own product? Are you actively immersed in your customers\u2019 lives? Are you keeping up with changes in your industry and the world?
\n\n\n\nIn the tech industry, there\u2019s a term for using your own products: dogfooding. In other words, do you figuratively eat your own dog food? Because if you do, you become intimately familiar with the product\u2019s strengths, quirks, and weaknesses and ideally can file off those rough edges before your customers have to deal with them.
\n\n\n\nIf you use your own products and services, do you also talk to your customers? We\u2019ve discussed the myth of customer feedback, and how you\u2019re often better off talking to 10 customers than surveying 200,000.
\n\n\n\nBut it\u2019s not enough to merely talk to them because what\u2019s in your customers\u2019 heads and the reality often differ. As Henry Ford said, if he\u2019d asked people what they wanted they would have said faster horses.
\n\n\n\nIn the book, Sills describes spending time with a woman who was passionate about health and cooking and said that she cooked everything from scratch. Then he went shopping with her to find she was stocking up on pre-chopped onions and mashed potato mix.
\n\n\n\nWhen asked, she said she didn\u2019t have time to chop the onions or mash potatoes. Then she piled chocolate and wine on top of her cart, and again, when asked, she said, \u201cI know, I know, I said I\u2019m healthy, but this is for girls\u2019 night on a Friday night. It doesn\u2019t count.\u201d
\n\n\n\nWe often say one thing and do another, and humans are very good at deceiving ourselves. We might like to think that we behave better than we actually do. How many of us convince ourselves we\u2019ll exercise if we buy the right equipment, only for it to be collecting dust months later?
\n\n\n\nTo get the truth about how your customers behave, It\u2019s not enough to ask. You must also observe.
\n\n\n\nAs we\u2019ve talked with customer support experts, the one thing we hear time and time again is the importance of empowering your team to go the extra mile for customers. Sills expands on that, writing that empowering your team means:
\n\n\n\n\n\n\n\n\u201cOrganizations are full of brilliant humans who often aren\u2019t allowed to act in a human way. They\u2019re recruited because of their personality, interests, and skills, and then immediately boxed-in and shut down, shaped to become identical versions of each other,\u201d Sills writes in The Human Experience.
\n\n\n\nWhen you restrict your employees, you keep them from doing their best work. And you also decrease employee satisfaction, which can in turn lead to customer service burnout.
\n\n\n\nAnd it can cost you your best employees. Sills worked with Myke Hurley at a bank. Myke was increasingly dissatisfied with his job due to a strict hierarchy that limited how he could contribute.
\n\n\n\nOne morning, Myke\u2019s shoelace broke. He decided that he didn\u2019t want to buy another pair of shoes for the job, so he quit.
\n\n\n\nWhen your team members are frustrated and unfilled, you never know their breaking point\u2014it might be something as simple as a pair of shoelaces. Myke now runs Relay.FM, one of the most successful podcast networks.
\n\n\n\n\u201cHumans are incredible, creative things. Don\u2019t put them in straitjackets and have endless policies to try and get them to behave well. If they\u2019re aligned on what is right and what is best for the customers, they can do incredible things,\u201d Pete Miller, co-founder of Octopus Energy, says in The Human Experience.
\n\n\n\nWe can all agree that focus is good, but the question is what should you be focused on? In this context, Sills means being there for the customer during the most crucial moments, like when their bank card fails or when a loved one dies.
\n\n\n\nIn The Human Experience Sills tells what may be the most extreme possible example of this type of customer focus:
\n\n\n\nHowever, perhaps the most famous story to demonstrate the importance of being there at a big moment comes from the folklore of first direct, the original banking challenger brand. A long-time first direct [a UK bank] customer found herself trapped in the second tower of the World Trade Center during the 9/11 terrorist attacks. She knew that if she called first direct a human would pick up straight away, in line with their promise of no complicated phone menus. They answered immediately and she asked them to track down her husband and children and get them on the line (this was before the proliferation of mobile phones). Between them, they jointly kept her talking, and conscious, for 45 minutes until the emergency services arrived.
\n\n\n\nAnd those key moments don\u2019t have to be that big. Small moments can be just as impactful. Sills mentions a \u201cwelcome back\u201d note tucked in his take-out bag after ordering food for the first time since COVID.
\n\n\n\nBeing focused on the customer, stepping in during those impactful moments, and taking responsibility to handle problems promptly will take your customer experience to the next level.
\n\n\n\nThe most ephemeral of Sills\u2019s customer service attributes is perspective, which specifically means:
\n\n\n\n\n\n\n\nSills writes:
\n\n\n\n\n\n\n\n\nDespite having more data on how people live and behave than at any other time in history, it\u2019s never been easier for companies to lose sight of the things that really matter to their customers. Partly, this is because as soon as companies find the insight that supports the view they want supported, they stop looking. And it\u2019s partly down to the obsessive attention given to social media, leading to the overweighting of opinions of the outraged and the techno dazzled. This causes companies to miss or forget about the consistent, necessary and often unexciting things that form the backbone of their offering. The things that matter to customers have always mattered to them and probably always will.
\n
It\u2019s important to not let your company get stuck navel-gazing. You have to \u201ctouch grass\u201d and look out at the broader world, taking inspiration where you find it, whether or not it\u2019s directly related to your industry.
\n\n\n\nIn The Human Experience, John Sills showcases several different types of organizations across different industries like energy, finance, healthcare, and transportation. Even if they\u2019re not directly tied to what your organization does, you may still draw inspiration from it.
\n\n\n\nAt the end of the day, the continued success of your business depends on continuing to be useful to customers and keeping them happy. Make those your north star and you\u2019ll always be able to deliver a human experience.
\n\n\n\n![\"How](\"https://textexpander.com/wp-content/uploads/Copy-of-Blog-Hero-Image-11-600x200.png\")
\nWhen it comes to building a legendary customer service organization, it\u2019s not just about fixing problems or answering questions\u2014it\u2019s about making genuine connections with your customers as you deliver value for them. A key aspect of building rapport and relationships involves customer service empathy statements.
\n\n\n\nCustomer empathy statements are a game-changer in building long-lasting customer relationships. Empathy, the ability to understand and share others\u2019 feelings, plays an important role in customer service conversations\u2014especially over email and chat as there is no tone to hear in a voice.
\n\n\n\nEmpathy statements in customer service are more than just a bunch of scripted lines to solve a problem. They\u2019re the secret ingredient that conveys your genuine understanding, compassion, and heartfelt concern for the customer\u2019s situation\u2014which is often in a negative state. It\u2019s about going beyond those robotic, generic responses and showing that you genuinely care about the person behind the inquiry or problem. When you use empathy statements, you create an emotional connection that can diffuse tension, build trust, and leave a lasting positive impact on your customers that will turn them into brand ambassadors.
\n\n\n\nWe\u2019ll dig deep into the impact of customer empathy statements and equip you with five free examples that you can put into action immediately to level up your customer interactions and build a more authentic brand.
\n\n\n\n\n\n\n\n\nThe goal as a company is to have customer service that is not just the best but legendary.
\nSam Walton
Having empathy isn\u2019t just a quality of \u201crockstar\u201d customer service agents; it\u2019s an absolute must. Customer service agents act as the face of a company, representing it in frontline interactions with customers. When they approach customer interactions with empathy, it conveys a genuine sense of care and understanding.
\n\n\n\nBased on a survey by PWC, brand loyalty isn\u2019t invincible in the face of subpar experiences. In the U.S., 59% of consumers will sever ties with a company after a series of disappointing experiences, and 17% will do so after a single negative experience. Even when it comes to brands they love, 32% of all customers would completely halt their use of a company after just one bad experience. Getting this right is critical. Let\u2019s take a closer look at why empathy is crucial for customer service agents.
\n\n\n\nEmpathy should not be confused with sympathy. While sympathy involves acknowledging and feeling sorry for someone\u2019s pain or difficulties, empathy goes beyond that. It involves truly understanding and sharing the customer\u2019s feelings and experiences. By practicing empathy, customer service agents can connect with customers on a deeper level, resulting in more meaningful and effective interactions.
\n\n\n\nEmpathy plays a significant role in humanizing a company which is so important in 2023. It shows that behind the products or services, there are real people who genuinely care about their customers and deliver value in whatever service or product they offer. When agents approach customers with empathy, it breaks down barriers and creates a connection that goes beyond a transactional relationship. Customers feel valued and understood, which fosters trust and loyalty towards your company which in return creates lifelong customers.
\n\n\n\nCustomer service interactions that lack empathy can leave customers feeling frustrated, unheard, and unimportant. To be frank, you might as well deploy a fully automated chatbot instead. On the other hand, when agents approach customers with real empathy, it can completely transform a negative situation into a positive one. Empathy plays a key role in making a positive final impression of the interaction by validating the customer\u2019s emotions, demonstrating that their concerns matter, and showing a genuine willingness to find a resolution for them.
\n\n\n\n![\"Benefits](\"https://textexpander.com/wp-content/uploads/Copy-of-Blog-Featured-Image-2-9-560x280.png\")
In a world where a bad support ticket or email communication can go viral on social media, tensions can flare up quickly, so every interaction matters. A single misunderstood message or a perceived delay in response can escalate a situation. When used correctly, empathy statements act as a soothing balm, diffusing tension, and reassuring customers. They say, \u201cWe\u2019re here with you. We understand, and we\u2019ll work through this together.\u201d This reassurance can often turn a potentially volatile situation into a manageable one.
\n\n\n\nPlain and simple, empathy statements are the game-changer for digital conversations. They reintroduce the human touch in digital communication, forming a bridge that connects us to the heart of our customers\u2019 concerns and desired outcomes. The art of using empathy statements isn\u2019t just about talking to customers; it\u2019s about making them feel heard, understood, and valued.
\n\n\n\nThe early days of providing support over email and chat were about quick responses, often overlooking the emotional aspect. But as the digital landscape evolved, so did our understanding of its potential and pitfalls. Early on, customer interactions were more transactional and lacked the warmth of a personal conversation. Over time, we realized that digital communication can and should deliver more than just information. It\u2019s about fostering a relationship built on trust and understanding. Think about how much more emotion you can put in a text message or WhatsApp chat today vs. ten years ago. A lot has changed during that time.
\n\n\n\nTrust is the key ingredient in every relationship, especially in the digital world. This is the arena where empathy statements truly come into their own. They\u2019re the architects, building bridges of rapport and trust with customers in an environment often viewed as sterile and distant. Empathy statements stand as a testament that behind the pixelated screen is a real person who respects, understands, and cherishes the emotions of the customers. This sense of understanding acts as a crucial pillar, fortifying trust and in turn, elevating the overall customer experience.
\n\n\n\nFocusing on active listening and crafting responses with empathy is no longer an optional skill set; it\u2019s an indispensable part of building an award-winning customer service experience.
\n\n\n\nActive listening is the cornerstone of effective empathy statements. It\u2019s about more than just hearing the customer\u2019s words; it\u2019s about understanding their emotions, needs, and concerns. Active listening in customer service involves reading beyond the words and discerning the sentiment behind them. It means pausing, reflecting, and responding in a way that shows the customer you are fully present and engaged in their issue and not looking to close the ticket out as fast as possible to meet your quota.
\n\n\n\nTip for managers: Focus of the quality of resolution vs the number of tickets closed by an agent.
\n\n\n\nThe crafting of responses is where the magic happens. Empathy extends beyond merely recognizing the customer\u2019s issue; it\u2019s about expressing your comprehension and mirroring their emotions. Instead of a standard \u201cI understand your problem,\u201d an empathetic response would involve, \u201cI can see how this situation could be causing you frustration, and I would be frustrated as well if I were in your situation\u201d.
\n\n\n\nThe phrasing of the latter options demonstrates that you\u2019re not merely aware of the issue but also totally understand their frustration. This subtle change in wording can dramatically influence the customer\u2019s experience.
\n\n\n\nAs the landscape of customer service shifts towards a more personalized customer experience, perfecting these strategies is crucial. It\u2019s no longer solely about rectifying an issue; it\u2019s about ensuring the customer feels acknowledged, comprehended, and valued.
\n\n\n\nTextExpander is an incredible tool for customer service agents. It allows teams to build libraries of prebuilt Snippets that can be shared amongst the team to customer empathy statements preloaded and ready to go. Especially for new agents, preloading these snippets can save countless hours of worrying about phrasing and more time focused on solving problems. We\u2019ve built 5 great customer empathy statements that you can try out below!
\n\n\n\n\n\nEmpathy statements aren\u2019t a mere add-on\u2014they\u2019re an indispensable aspect of customer service. They act as the evidence that behind each response is a human who understands, resonates with, and appreciates the emotions of the customers. They\u2019re the catalyst that propels customer satisfaction to new heights, transforming transactions into impactful connections. As we chart the course of customer service\u2019s future, empathy statements will become standard practice rather than a rarity. This evolution will be instrumental in transitioning the industry from a solution-oriented center to a brand-nurturing platform.
\n\n\n\nQ: Could you define what empathy statements are in the context of customer service and customer success?
\n\n\n\nA: Empathy statements are articulations that communicate comprehension, establish rapport, and show you understand the needs of your customers. They act as a connective thread, bridging regular transactions into impactful exchanges, demonstrating that there\u2019s a considerate human behind every response vs. an AI chatbot.
\n\n\n\nQ: What\u2019s the significance of empathy statements in customer service?
\n\n\n\nA: Using customer empathy statements are important in customer service as they enhance the depth of customer satisfaction and build ambassadors. They convert the customer experience from mere problem-solving to a comprehensive process that makes customers feel acknowledged, understood, and valued. They\u2019re not an add-on; they\u2019re an indispensable facet of constructing trust and nurturing substantial customer relationships.
\n\n\n\nQ: What\u2019s an example of correct phrasing for customer empathy statements?
\n\n\n\nA: An empathy statement might sound something like this: \u201cI recognize that this situation has been a source of discomfort for you. Please accept my sincere apologies. We\u2019re tackling this head-on and will do our utmost to rectify things.\u201d
\n\n\n\nQ: Can empathy statements be utilized in digital communication?
\n\n\n\nA: Absolutely! Empathy statements are not restricted to in-person conversations. They can, and indeed should, be integrated into digital communication. They help to bridge the emotional divide, injecting a touch of human warmth into the digital domain. A tool like TextExpander is critical for training customer service agents on using customer empathy statements.
\n", "content_text": "When it comes to building a legendary customer service organization, it\u2019s not just about fixing problems or answering questions\u2014it\u2019s about making genuine connections with your customers as you deliver value for them. A key aspect of building rapport and relationships involves customer service empathy statements.\n\n\n\nCustomer empathy statements are a game-changer in building long-lasting customer relationships. Empathy, the ability to understand and share others\u2019 feelings, plays an important role in customer service conversations\u2014especially over email and chat as there is no tone to hear in a voice.\n\n\n\nEmpathy statements in customer service are more than just a bunch of scripted lines to solve a problem. They\u2019re the secret ingredient that conveys your genuine understanding, compassion, and heartfelt concern for the customer\u2019s situation\u2014which is often in a negative state. It\u2019s about going beyond those robotic, generic responses and showing that you genuinely care about the person behind the inquiry or problem. When you use empathy statements, you create an emotional connection that can diffuse tension, build trust, and leave a lasting positive impact on your customers that will turn them into brand ambassadors.\n\n\n\nWe\u2019ll dig deep into the impact of customer empathy statements and equip you with five free examples that you can put into action immediately to level up your customer interactions and build a more authentic brand.\n\n\n\n\nThe goal as a company is to have customer service that is not just the best but legendary.\nSam Walton\n\n\n\nWhy is empathy critical for customer service agents?\n\n\n\nHaving empathy isn\u2019t just a quality of \u201crockstar\u201d customer service agents; it\u2019s an absolute must. Customer service agents act as the face of a company, representing it in frontline interactions with customers. When they approach customer interactions with empathy, it conveys a genuine sense of care and understanding.\n\n\n\nBased on a survey by PWC, brand loyalty isn\u2019t invincible in the face of subpar experiences. In the U.S., 59% of consumers will sever ties with a company after a series of disappointing experiences, and 17% will do so after a single negative experience. Even when it comes to brands they love, 32% of all customers would completely halt their use of a company after just one bad experience. Getting this right is critical. Let\u2019s take a closer look at why empathy is crucial for customer service agents.\n\n\n\nIt\u2019s not sympathy\n\n\n\nEmpathy should not be confused with sympathy. While sympathy involves acknowledging and feeling sorry for someone\u2019s pain or difficulties, empathy goes beyond that. It involves truly understanding and sharing the customer\u2019s feelings and experiences. By practicing empathy, customer service agents can connect with customers on a deeper level, resulting in more meaningful and effective interactions.\n\n\n\nIt humanizes the company\n\n\n\nEmpathy plays a significant role in humanizing a company which is so important in 2023. It shows that behind the products or services, there are real people who genuinely care about their customers and deliver value in whatever service or product they offer. When agents approach customers with empathy, it breaks down barriers and creates a connection that goes beyond a transactional relationship. Customers feel valued and understood, which fosters trust and loyalty towards your company which in return creates lifelong customers.\n\n\n\nLeaving a lasting impression\n\n\n\nCustomer service interactions that lack empathy can leave customers feeling frustrated, unheard, and unimportant. To be frank, you might as well deploy a fully automated chatbot instead. On the other hand, when agents approach customers with real empathy, it can completely transform a negative situation into a positive one. Empathy plays a key role in making a positive final impression of the interaction by validating the customer\u2019s emotions, demonstrating that their concerns matter, and showing a genuine willingness to find a resolution for them.\n\n\n\nBenefits of using empathy statements in digital communication\n\n\n\n\n\n\n\nIn a world where a bad support ticket or email communication can go viral on social media, tensions can flare up quickly, so every interaction matters. A single misunderstood message or a perceived delay in response can escalate a situation. When used correctly, empathy statements act as a soothing balm, diffusing tension, and reassuring customers. They say, \u201cWe\u2019re here with you. We understand, and we\u2019ll work through this together.\u201d This reassurance can often turn a potentially volatile situation into a manageable one.\n\n\n\nPlain and simple, empathy statements are the game-changer for digital conversations. They reintroduce the human touch in digital communication, forming a bridge that connects us to the heart of our customers\u2019 concerns and desired outcomes. The art of using empathy statements isn\u2019t just about talking to customers; it\u2019s about making them feel heard, understood, and valued.\n\n\n\nThe early days of providing support over email and chat were about quick responses, often overlooking the emotional aspect. But as the digital landscape evolved, so did our understanding of its potential and pitfalls. Early on, customer interactions were more transactional and lacked the warmth of a personal conversation. Over time, we realized that digital communication can and should deliver more than just information. It\u2019s about fostering a relationship built on trust and understanding. Think about how much more emotion you can put in a text message or WhatsApp chat today vs. ten years ago. A lot has changed during that time.\n\n\n\nTrust is the key ingredient in every relationship, especially in the digital world. This is the arena where empathy statements truly come into their own. They\u2019re the architects, building bridges of rapport and trust with customers in an environment often viewed as sterile and distant. Empathy statements stand as a testament that behind the pixelated screen is a real person who respects, understands, and cherishes the emotions of the customers. This sense of understanding acts as a crucial pillar, fortifying trust and in turn, elevating the overall customer experience.\n\n\n\nKey techniques for effective empathy statements in customer service\n\n\n\nFocusing on active listening and crafting responses with empathy is no longer an optional skill set; it\u2019s an indispensable part of building an award-winning customer service experience.\n\n\n\nActive listening is the cornerstone of effective empathy statements. It\u2019s about more than just hearing the customer\u2019s words; it\u2019s about understanding their emotions, needs, and concerns. Active listening in customer service involves reading beyond the words and discerning the sentiment behind them. It means pausing, reflecting, and responding in a way that shows the customer you are fully present and engaged in their issue and not looking to close the ticket out as fast as possible to meet your quota.\n\n\n\nTip for managers: Focus of the quality of resolution vs the number of tickets closed by an agent.\n\n\n\nThe crafting of responses is where the magic happens. Empathy extends beyond merely recognizing the customer\u2019s issue; it\u2019s about expressing your comprehension and mirroring their emotions. Instead of a standard \u201cI understand your problem,\u201d an empathetic response would involve, \u201cI can see how this situation could be causing you frustration, and I would be frustrated as well if I were in your situation\u201d.\n\n\n\nThe phrasing of the latter options demonstrates that you\u2019re not merely aware of the issue but also totally understand their frustration. This subtle change in wording can dramatically influence the customer\u2019s experience.\n\n\n\nAs the landscape of customer service shifts towards a more personalized customer experience, perfecting these strategies is crucial. It\u2019s no longer solely about rectifying an issue; it\u2019s about ensuring the customer feels acknowledged, comprehended, and valued.\n\n\n\n5 examples of customer service empathy statements you can use today\n\n\n\nTextExpander is an incredible tool for customer service agents. It allows teams to build libraries of prebuilt Snippets that can be shared amongst the team to customer empathy statements preloaded and ready to go. Especially for new agents, preloading these snippets can save countless hours of worrying about phrasing and more time focused on solving problems. We\u2019ve built 5 great customer empathy statements that you can try out below!\n\n\n\n\t\n\t\n\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tSelect a snippet you would like to try\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tLet\u2019s resolve this \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tLet\u2019s handle it \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tI understand! \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tValuing customer time \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tYou are my priority \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below cs.resolve \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below cs.understand \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below cs.understand \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below cs.time \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below cs.priority \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\n\t\t\t\n\t\t\n\t\n\t\n\t\t\t\t\t\n\t\t\t\tI can see how this situation has caused some inconvenience for you. Please accept my sincere apologies. Let\u2019s work on resolving this for you as soon as possible.\t\t\t\n\t\t\t\t\t\n\t\t\t\tI completely understand why you\u2019d be upset by this. It\u2019s a valid concern and I am going to address it right away for you. I won\u2019t leave you until it\u2019s handled.\t\t\t\n\t\t\t\t\t\n\t\t\t\tI completely understand your frustration, and it\u2019s completely valid. I assure you, we\u2019re on it, and we\u2019ll do our best to turn this around for you extremely fast.\t\t\t\n\t\t\t\t\t\n\t\t\t\tYour time is your most valuable asset, so we apologize for the issue. Let\u2019s dive into this and find a solution right away.\t\t\t\n\t\t\t\t\t\n\t\t\t\tIt sounds like you\u2019ve had a tough time getting this set up. I\u2019m here to help and together, we\u2019ll get this sorted out. Your satisfaction is my priority from this point on\t\t\t\n\t\t\t\n\n\t\n\n\n\nWrap up\n\n\n\nEmpathy statements aren\u2019t a mere add-on\u2014they\u2019re an indispensable aspect of customer service. They act as the evidence that behind each response is a human who understands, resonates with, and appreciates the emotions of the customers. They\u2019re the catalyst that propels customer satisfaction to new heights, transforming transactions into impactful connections. As we chart the course of customer service\u2019s future, empathy statements will become standard practice rather than a rarity. This evolution will be instrumental in transitioning the industry from a solution-oriented center to a brand-nurturing platform.\n\n\n\nFrequently Asked Questions on Customer Empathy Statements\n\n\n\nQ: Could you define what empathy statements are in the context of customer service and customer success?\n\n\n\nA: Empathy statements are articulations that communicate comprehension, establish rapport, and show you understand the needs of your customers. They act as a connective thread, bridging regular transactions into impactful exchanges, demonstrating that there\u2019s a considerate human behind every response vs. an AI chatbot.\n\n\n\nQ: What\u2019s the significance of empathy statements in customer service?\n\n\n\nA: Using customer empathy statements are important in customer service as they enhance the depth of customer satisfaction and build ambassadors. They convert the customer experience from mere problem-solving to a comprehensive process that makes customers feel acknowledged, understood, and valued. They\u2019re not an add-on; they\u2019re an indispensable facet of constructing trust and nurturing substantial customer relationships.\n\n\n\nQ: What\u2019s an example of correct phrasing for customer empathy statements?\n\n\n\nA: An empathy statement might sound something like this: \u201cI recognize that this situation has been a source of discomfort for you. Please accept my sincere apologies. We\u2019re tackling this head-on and will do our utmost to rectify things.\u201d\n\n\n\nQ: Can empathy statements be utilized in digital communication?\n\n\n\nA: Absolutely! Empathy statements are not restricted to in-person conversations. They can, and indeed should, be integrated into digital communication. They help to bridge the emotional divide, injecting a touch of human warmth into the digital domain. A tool like TextExpander is critical for training customer service agents on using customer empathy statements.", "date_published": "2023-06-08T07:00:00-07:00", "date_modified": "2023-08-14T13:46:24-07:00", "authors": [ { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" } ], "author": { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Copy-of-Blog-Hero-Image-11.png", "tags": [ "Blog", "By Profession", "Customer Support" ], "summary": "Learn the impact of customer empathy statements in building meaningful connections and enhancing digital experiences with 5 examples included to use.\n" }, { "id": "https://textexpander.com/?p=77443", "url": "https://textexpander.com/blog/7-customer-experience-behaviors", "title": "The 7 Customer Experience Behaviors to Thrill Customers", "content_html": "![\"The](\"https://textexpander.com/wp-content/uploads/Customer-Service-Behaviors-Featured-600x300.png\")
\nAfter reading The Human Experience, we interviewed author John Sills to learn his thoughts on what he claims are common myths: customer experience ROI, loyal customers, and customer feedback. But if those cornerstones of current customer experience thinking are all myths, what should the customer experience look like? Meet the 7 customer experience behaviors:
\n\n\n\n\n\n\n\nSills says that these customer experience behaviors outline \u201cwhat a human customer experience looks like.\u201d
\n\n\n\nSimply put: can customers get in touch with you? Sills says that being accessible means:
\n\n\n\n\n\n\n\nBeing open and available to your customers is one of the key customer experience behaviors.
\n\n\n\n\u201cAn organizational arrogance has appeared, with customers viewed as an annoyance, leading to the creation of escape-room-esque experiences if they have a problem and need to talk to someone,\u201d Sills writes in The Human Experience.
\n\n\n\nHere are some of the common ways organizations avoid their customers:
\n\n\n\n\n\n\n\n\u201cThe game starts by trying to discover the hidden \u2018Contact Us\u2019 details, requires skilful avoidance of the chatbot guard, then needs the secret phone menu code to be cracked, with any failure being met with the devastating \u2018you can use our website for this!\u2019 line, immediately terminating the call and sending you back to the start,\u201d Sills writes.
\n\n\n\nThis creates unnecessary stress for your customers. The best organizations are open to their customers and welcome interacting with them.
\n\n\n\nOctopus Energy, one of the companies Sills cites in the book, give customers access to the CEO from the beginning:
\n\n\n\n\u201cAs soon as a customer joined us, they would get an email from Greg [the CEO] himself, which the customer could reply to and would go straight into his inbox. That very quickly gave us feedback from real humans without the need for any feedback form,\u201d says co-founder Pete Miller in the book.
\n\n\n\nUp until Octopus Energy had 1 million customers, CEO Greg Jackson answered the emails himself! Now they\u2019re distributed to senior managers, and a named individual answers each one.
\n\n\n\nYour customers aren\u2019t zombies! Open the door and let them in.
\n\n\n\nWe\u2019ve talked before about consistency in customer service in terms of messaging, but it goes beyond that:
\n\n\n\n\n\n\n\n\u201cConsistency breeds certainty, something us humans thrive on, reducing stress and worry and allowing us to live more in the present,\u201d Sills writes. Consistency is one of the customer service behaviors that will inspire trust.
\n\n\n\nThroughout the book, Sills often likens the customer relationship to romantic relationships. In the beginning, there might be flowers, candy, and walks on the beach, and then after a while you\u2019re watching TV every night. It\u2019s the same with companies, who can be very warm during the buying process, only to abandon the customer later.
\n\n\n\nThe challenge for organizations is to consistently offer the same great experience throughout the relationship.
\n\n\n\nUsing the example of Octopus Energy again, they set up their teams so the same CSR can stay with the customer throughout the process:
\n\n\n\n\n\n\n\n\n\u201cWe quickly realised we\u2019d lost that magic of someone calling and saying, \u2018I was speaking to Harry the other day\u2019 and being able to quickly put Harry on the phone\u2026 So we set our teams up so they can look after a customer fully, from start to finish, everything they might need. It means we don\u2019t have to have long and laborious scripts that get rid of all that humanity. Instead, we can just hire great people and let them be themselves.\u2019
\n
Have you ever had an experience like this, from media relations specialist Jamie Douglass in The Human Experience:
\n\n\n\n\n\n\n\n\n\u201cI just went to the local pizza place and tried to use one of their 2-4-1 vouchers, but the guy insisted he could only accept the voucher if you booked the table over the phone. So I went outside and called them. The same guy picked up the phone and conducted the entire conversation 100 percent straight looking at me in the eye through the glass door!\u201d
\n
Companies have to have rules, but\u2014as the saying goes\u2014rules were made to be broken. Good customer service behaviors include doing what it takes to help customers within reason.
\n\n\n\nOrganizations must give front-line workers latitude to bend the rules to solve customer problems. Otherwise, your customers end up in absurd situations like the pizza place above. Or another equally absurd tale related by Sills in which a furniture store wouldn\u2019t let him take out a chair to see if it would fit in his car, let him hold the chair at the store for pickup later, give him a refund if the chair didn\u2019t fit, or even help him put the chair in the car.
\n\n\n\n\u2018In your processes you need to think about how you empower your frontline employees on a regular basis. If they feel like they have to go for approvals up the chain for anything they want to do for customers, then you\u2019re really handcuffing them. They can\u2019t react quickly, nor can they do what\u2019s right for that customer,\u2019 says Emily McEvilly, head of customer experience for Workday, in the book.
\n\n\n\nGood customer service behaviors reduce your customer\u2019s stress and workload, and that in turn reduces unnecessary and repeat customer support calls. That means being proactive, which includes:
\n\n\n\n\n\n\n\nSills says one of the worst offenses companies make is asking, \u201cIs there anything else I can help with?\u201d
\n\n\n\n\u201cEight, seemingly inoffensive, overly polite words. But eight words that annoy me more than any other in customer experience because, more often than not, they haven\u2019t helped with the thing I wanted help with in the first place. Instead, they\u2019ve usually just answered the specific question I\u2019ve asked rather than helping me achieve the outcome I wanted,\u201d Sills writes.
\n\n\n\nBeing proactive doesn\u2019t just reduce stress for your support team and your customers, it builds trust, because the customer gains confidence that you\u2019re on top of the situation and will resolve their issues.
\n\n\n\nIn the book, Gil Wedam, Citymapper\u2019s head of brand, offers an example of how they build that trust:
\n\n\n\n\n\n\n\n\n\u201cWe have this \u2018pause\u2019 feature for Citymapper PASS to pause your subscription. It\u2019s worry-free, so if you go on holiday you can pause it easily. During the pandemic, over 90 percent of passes were paused, not churned, which is amazing given the world stopped moving. I think it was because of the comms about that feature. Two days before it\u2019s about to restart, we send an email, notification and SMS and give a one-tap option to pause it again. There was a lot of honesty about that feature, about the openness of us. Just straight up, no shady stuff. That builds trust and pays off in the long term.\u201d
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This may seem obvious, but Sills says that basic respect is one of the often-forgotten customer service behaviors. \u201cRespect and humility are crucial human traits that seem to have gone missing in the past decade, more broadly in public discourse and more specifically in customer experience,\u201d Sills writes.
\n\n\n\nThat includes:
\n\n\n\n\n\n\n\nOne example Sills cites is how Amazon issues a refund the minute the package is dropped off. Amazon trusts that the customer hasn\u2019t filled the package with bricks or old newspapers.
\n\n\n\n\u201cBut one reason Amazon [is] winning is because they treat me as if I\u2019m a good, honest human, not a crook trying to get away with a free pair of trainers which, combined with their low-effort and low-cost shopping, is a fairly compelling experience,\u201d Sills writes.
\n\n\n\nThis is another one of the customer service behaviors that seem obvious but is worth consideration. To be responsible means:
\n\n\n\n\n\n\n\n\u201c\u2026it\u2019s not unusual for companies to give a great welcome experience, only to go missing once the sale is made. When a problem occurs, many companies prefer to make excuses rather than accept responsibility, or pay customers compensation and hope they go away, as we saw with my broken bicycle. Sometimes they prefer to pass the blame onto customers, as with my confusing train ticket, rather than doing all they can to help customers achieve their outcomes,\u201d Sills writes.
\n\n\n\nOrganizations need to take responsibility for the entire experience, including being proactive in designing fool-proof processes.
\n\n\n\n\u201cHuman beings are fallible and regularly make mistakes. Understanding this will help companies build more fool-proof processes. This is a far better use of time than blaming mistakes on time-poor customers, chasing them for fines and leaving a bitter taste in their mouths when they get punished for their error. Put simply, if a customer makes a mistake, it\u2019s the company\u2019s fault for making it possible for the customer to make a mistake,\u201d Sills writes.
\n\n\n\n\u201cYou should never ignore customers or try to make excuses if they have an issue. At the end of the day, it is the companies\u2019 fault because they haven\u2019t been able to do what they said they\u2019d do. Take the blame for it not working and try and be honest. If companies treat people like adults, they\u2019ll respond like adults,\u201d says Patrick Harris, director of future agenda at NHS Blood and Transplant.
\n\n\n\nTo be straightforward means:
\n\n\n\n\n\n\n\nAn example of providing customer certainty is how many delivery services now let you track the package down to the point of seeing where the truck is. Or the American Red Cross telling you when and where your donated blood was used.
\n\n\n\nAnother key is to stop saying sorry constantly, which can be counterproductive. It\u2019s better to actually work to solve the problem.
\n\n\n\n\u201cIf there is a problem, the company should own it, explain it and resolve it. If not, they should stand up for what\u2019s right and have a human conversation with their customer, building a better relationship as they do,\u201d Sills writes.
\n\n\n\nAt the same time, while you want to be straightforward with your customers, you don\u2019t want to unnecessarily expose them to your inner processes. For instance, your CRM shouldn\u2019t make the title field mandatory if a customer doesn\u2019t want to offer a title, which leads to humorous situations like a package being addressed to \u201cUnspecified John Sills.\u201d
\n\n\n\n\u201cCustomers don\u2019t necessarily want to know every part of the process, to be exposed to all the inner workings of an organization, but they do want to understand what\u2019s going on and not be made to feel stupid, which is why the simplest and most impactful first step in creating a human experience is to use human language,\u201d Sills writes.
\n\n\n\nHopefully, these 7 customer experience behaviors from The Human Experience give you some ideas on how you can create better experiences for your customers and skyrocket your customer experience ROI.
\n\n\n\nConsider how you\u2019d approach any human relationship when you design the customer experience. You want someone who\u2019s available, consistent, flexible, proactive, respectful, responsible, and straightforward. Your customers expect and deserve nothing less.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-feedback-featured-600x300.png\")
\nIt seems like we\u2019re drowning in customer feedback requests:
\n\n\n\n\u201cPlease stay on the line after your call to enter a customer survey.\u201d\u00a0
\n\n\n\n\u201cCan you rate your sock-buying experience from 1-10?\u201d
\n\n\n\n\u201cCould you take 60 seconds to tell us how you like using our website?\u201d
\n\n\n\n\u201cI call it an epidemic of feedback requests, really,\u201d CX expert and author John Sills tells us.
\n\n\n\nOne of the themes of 2023\u2019s customer service trends is an increased desire for customer data and feedback, especially voice of the customer. But is all this survey begging for naught?
\n\n\n\n\u201cIt kind of makes logical sense. If you say, \u2018As a company, we want to know more about what matters to our customers. So we\u2019re going to ask them and the more we ask them, the more we know.\u2019 That\u2019s not it\u2019s not an illogical argument. It kind of makes sense. But it\u2019s only when it becomes reality you realize it really doesn\u2019t make sense for a few reasons,\u201d Sills says.
\n\n\n\n\u201cYou\u2019re ruining the customer experience,\u201d Sills tells us.
\n\n\n\n\u201cThe end of the customer experience is a major part of what people remember. And what we all remember now is being harassed for feedback,\u201d Sills adds.
\n\n\nNot able to play the video? Click here to watch the video
In The Human Experience, Sills calls customer feedback the third myth of the customer experience. He illustrates the point with Trinity Mirror\u2019s disastrous 2016 launch of The New Day, a print newspaper.
\n\n\n\nYou may wonder why Trinity Mirror launched a print newspaper in 2016. Two words: customer feedback. \u201cThis paper has been created as a result of customer insight and is the first newspaper designed for people\u2019s modern lifestyles,\u201d said editor Alison Philips at The New Day\u2019s launch.
\n\n\n\nThe New Day launched in February and it folded by May. Why?
\n\n\n\n\u201cI think because, at the end of the day, what consumers told us they would do, and what they actually did, were different things,\u201d Trinity Mirror CEO Simon Fox told City A.M.
\n\n\n\nOf course, this doesn\u2019t mean that customer feedback is completely useless. The problem is that companies make too many assumptions and don\u2019t ask the right questions.
\n\n\n\nThe idea of a newspaper is an attractive one. Imagine a sunny morning with a leisurely breakfast and reading the newspaper.
\n\n\n\nNow, consider how your morning actually went. Maybe you woke up late, scrambled in and out of the shower, and ran out the door with a cup of coffee so you could get to work on time. Or maybe you had to walk the dog first. Or you had to wrangle your kids into their school clothes.
\n\n\n\nAnd even if you had a peaceful morning, it\u2019s just a lot easier to read the news on your phone. Or turn on the TV.
\n\n\n\nThis is true with all sorts of things. How many buy a boat and never take it to the water? Or have an exercise bike collecting dust in a corner? Entire companies are dedicated to getting people out of timeshare contracts because it seemed like a great idea at the time.
\n\n\n\nIf someone asks you if you\u2019d love to own a castle in the Scottish highlands, you\u2019d probably say \u201cyes.\u201d That doesn\u2019t mean you\u2019re going to run out and buy one, especially after seeing the price.
\n\n\n\nAll too often, companies ask questions about themselves without getting to know the customer, and that leads to asking the wrong things and receiving misleading answers.
\n\n\n\n\u201cYou\u2019re asking people very specifically about their opinions on your service, not about what matters to them in their lives. So you\u2019re really getting these increasing amounts of information just about you and your business. But if you want to be really useful to customers, you need to understand their lives, and then design within that and call it the thick and the thin end of the wedge,\u201d Sills tells us.
\n\n\n\nTo help you get smarter feedback, John Sills has developed what he calls the customer feedback wedge. Think of it like Maslow\u2019s Hierarchy of Needs for customer feedback. From the thick end to the thin end:
\n\n\n\n\n\n\n\nSills says that the problem is that companies often start at the thinnest end of the wedge. With Trinity Mirror above, they could have started by asking, \u201cHow much spare time do you have in the morning?\u201d
\n\n\n\nAs Sills puts it in The Human Experience:
\n\n\n\n\n\n\n\n\n\u201cRarely do companies just speak to customers about them and their lives, without some kind of pre-defined script or agenda. Rarely do companies take the time to understand and uncover the deeper psychological stresses and strains impacting customers\u2019 lives. Rarely do companies listen to people\u2019s real-life experiences and behaviours, seeing them as humans instead of a sanitized and aggregated collection of thoughts based on a hypothetical situation or a specific product a company produces.\u201d
\n
It\u2019s easy to put out a quick NPS or CSAT survey and pat yourself on the back for collecting customer feedback, but you\u2019re not truly getting to know your customers that way. To do that requires some deeper digging.
\n\n\n\nAnd oftentimes, that research can and should be more targeted. Because the problem now is that organizations are drowning in deep pools of data.
\n\n\n\n\u201cIt really just creates this onslaught of data in organizations. It\u2019s almost too big to deal with,\u201d Sills says. It\u2019s what analyst Nate Silver calls \u201cthe signal and the noise.\u201d
\n\n\n\n\u201cThere\u2019s so much noise. It\u2019s so much noise because you\u2019re asking people about every single thing all the time,\u201d Sills adds.
\n\n\nNot able to play the video? Click here to watch the video
Sills argues that many organizations would be better off having a conversation with 10 customers per week than surveying 200,000. Organizations would receive a fuller, more human set of data without as much noise.
\n\n\n\nHe also points out the irony of organizations sending out email surveys from \u201cdo not reply\u201d email addresses.
\n\n\n\n\u201cLet people email you instead, they\u2019ll have a better experience and you\u2019ll get more direct feedback,\u201d Sills says.
\n\n\n\nAs Henry Ford said, \u201cIf I had asked people what they wanted, they would have said faster horses,\u201d and Apple founder Steve Jobs often parroted that quote.
\n\n\n\nAnd for good reason. Nearly every one of Apple\u2019s hit products was mocked when first introduced:
\n\n\n\n\n\n\n\nOf course, it\u2019s hard to imagine a horseless carriage or an iPhone if you\u2019ve never seen one before. In the case of the iPod, it was late to the MP3 player market, but early observers didn\u2019t factor in that it was much easier and more pleasant to use than existing models.
\n\n\n\nWhat it really boiled down to is that people weren\u2019t sitting around thinking about what they could do with a touchscreen phone. Many people didn\u2019t know they wanted it because they hadn\u2019t spent any time thinking about it. But, of course, that changed over time, especially when potential buyers saw the potential of apps.
\n\n\n\n\u201cIf you went to ask a customer in 2009 about what they might want, they were never going to say an iPad, because they didn\u2019t know it was possible,\u201d Sills says.
\n\n\n\nLikewise, when you go to buy socks from an online retailer, you\u2019re probably not thinking about your experience unless it\u2019s extraordinarily terrible. You just\u2026 buy socks and go on with your day.
\n\n\n\n\u201cIt\u2019s your job in an organization to understand what matters in your customers\u2019 lives. But then combine that with your knowledge of what\u2019s possible, both in your industry and other industries. And it\u2019s the combination of those two things that creates great ideas,\u201d Sills says.
\n\n\n\n\u201cMore and more organizations are pushing that responsibility onto customers, and they shouldn\u2019t. It\u2019s the responsibility of organizations to understand their customers,\u201d Sills says.
\n\n\n\n![\"Do](\"https://textexpander.com/wp-content/uploads/Loyal-customers-featured-600x300.png\")
\nMythological creatures: Bigfoot, chupacabra, Nessie, and loyal customers.
\n\n\n\nMaybe you\u2019re taken aback by that statement. But as John Sills, author of The Human Experience, explains, customer loyalty is largely a myth\u2026\u00a0or at least has its limits.
\n\n\n\n\u201cI just don\u2019t think customer loyalty exists,\u201d Sills tells us.
\n\n\n\n\u201cThink of a company you think you might be loyal to. If overnight it tripled its prices and the quality halved, you\u2019d stop using it,\u201d Sills explains.
\n\n\n\nSills argues that \u201cloyalty\u201d is really about usefulness.
\n\n\n\nSills says that busting this myth is important because when companies count on loyal customers, they get lazy.
\n\n\n\n\u201cIf leaders in organizations believe that customers are loyal, then they stop trying,\u201d Sills says.
\n\n\n\n\u201cThen they focus all their efforts on marketing and onboarding, rather than realizing they have to re-win their customers every single day. They need to keep being useful to them. Otherwise, they\u2019ll go elsewhere,\u201d Sills elaborates.
\n\n\nNot able to play the video? Click here to watch the video
In the 1990s, there weren\u2019t many brands stronger than Blockbuster Video. From its humble beginnings in 1985, Blockbuster grew to over 9,000 stores and 84,000 employees. To this day, it\u2019s a brand that people express affection for on social media.
\n\n\n\nCustomers were very \u201cloyal\u201d to Blockbuster, but it went bankrupt in 2010. Now there\u2019s only a single store left in Bend, Oregon.
\n\n\nNot able to play the video? Click here to watch the video
Despite all of those warm, fuzzy feelings, Blockbuster is all but dead, and most of us probably know why: it simply stopped being useful in the era of streaming.
\n\n\n\nMore specifically, streaming services provided a better customer experience. When you rented from Blockbuster, you had to:
\n\n\n\n\n\n\n\nMeanwhile, with a streaming service like Netflix, you open the app and choose a movie. There\u2019s no driving, no late fees, and if you hate the movie, you can simply switch to something else.
\n\n\n\nBlockbuster famously had the chance to buy Netflix, which it declined. Netflix began as a mail-order DVD rental service in the late 1990s and didn\u2019t delve into streaming until a decade later.
\n\n\n\nIn 2011, four years after it launched streaming, Netflix attempted to spin off the DVD business into a new company called Qwikster. Customers revolted and Netflix soon scuttled the plan. Customers had grown very loyal to the Netflix DVD business.
\n\n\n\nHowever, Netflix recently announced that it\u2019s ending the DVD business entirely, and the news didn\u2019t even cause a ripple. Why?
\n\n\n\nIt\u2019s simple: customers no longer find Netflix\u2019s DVD rentals useful. And customers who think they\u2019re loyal to Netflix\u2019s streaming service will only be loyal as long as the service has programs they want to watch at an agreeable price point.
\n\n\n\nCustomers were never loyal to Blockbuster or Netflix, they simply wanted entertainment, and they\u2019ll go with whoever provides the best customer experience and price.
\n\n\n\nHistory is littered with dead brands that had \u201cloyal\u201d customers. Have you heard of the Blade Runner curse? The 1982 movie Blade Runner prominently featured many of the world\u2019s then-biggest brands, which all suffered either misfortune or total collapse later.
\n\n\n\nSpeaking of the 1980s, many prominent brands of that decade are no more. Kodak and Polaroid were two titans that stopped being useful the minute the digital camera hit maturity. They were no longer useful.
\n\n\n\nRadio Shack was once a favorite of hobbyists but saw its end due to a combination of online retail and a famously poor customer experience. Those of us who remember Radio Shack still bitterly lament how you couldn\u2019t buy anything unless you gave them an address. Shep Hyken recently brought that up on his podcast \u2014 a full six years after the brick-and-mortar business collapsed.
\n\n\n\nHowever, there can be quantifiers for usefulness beyond mere utility.
\n\n\n\nYou might have counterexamples of loyal customers. For instance, Apple\u2019s customers are famously loyal, and its die-hards helped it survive the 1990s. However, Apple products offer more than mere utility, they also serve as a status symbol, and status can be one of the ways customers find a product to be useful.
\n\n\n\n\u201cThis usefulness comes in many forms. For some customers, it\u2019s often a more useful price. For others, it\u2019s ease, with anything that requires leaving the sofa an insult to customer experience. It could even be status,\u201d John Sills writes in The Human Experience.
\n\n\n\nAbout Apple specifically, Sills tells us, \u201cSome people use Apple products because they want to be seen as an Apple person. You know, they think it marks them out as a certain type of status.\u201d
\n\n\n\nOf course, that\u2019s not the only reason many of us use Apple products, but it\u2019s undoubtedly an important reason for much of the population.
\n\n\n\nLike other metrics of usefulness, such as price or reliability, status can take a nosedive for many reasons:
\n\n\n\n\n\n\n\nStatus doesn\u2019t have to necessarily equate luxury. A guy might buy a certain brand of truck because it\u2019s seen as \u201ctough.\u201d Or someone might choose a certain brand of outdoor clothing because it makes them appear more environmentally conscious.
\n\n\n\nStatus is a great selling point, but also a fragile one. An organization can take definitive steps to lower prices or improve quality, but status is hard to gain, hard to keep, and nearly impossible to earn back.
\n\n\n\nIt can be difficult to predict what will or won\u2019t ruin a brand as a status symbol. One wrong marketing campaign or statement from a VIP might demolish a brand, but other companies might be forgiven for repeated missteps.\u00a0
\n\n\n\nThe takeaway is that you can never take your customers for granted, no matter how \u201cloyal\u201d they seem. You have to be in tune with their wants and needs and consistently deliver them.
\n\n\n\nHowever, one way you can build a facade of loyalty is to deliver a human experience to your customers. Sills writes in The Human Experience:
\n\n\n\n\n\n\n\n\n\u201cThe only way for organizations to get closer to genuine \u2018loyalty\u2019 from customers is to act in a human way, to create a personal connection, through colleagues allowed to throw off the corporate shackles and communication that shows genuine care not just regulatory compliance.\u201d
\n
It\u2019s really quite simple: if your organization acts like a person\u2014a genuine person\u2014customers will develop an affection toward it. But if your organization acts like a faceless machine, your customers will treat it as one.
\n\n\n\n![\"Bridging](\"https://textexpander.com/wp-content/uploads/Copy-of-Blog-Hero-Image-8-600x200.png\")
\nToday\u2019s customers are a tap away from having access to near-infinite places for services and products. As a result, customer engagement is more important than ever. It is essential for organizations to build strong and lasting connections with their customers in order to succeed. However, many companies face a major challenge when it comes to engagement: the Engagement Capacity Gap.
\n\n\n\nThe Engagement Capacity Gap is the divide between the essential steps that organizations need to take to build strong customer connections and the resources they have to accomplish them. This gap can emerge in many forms, such as lack of budget, manpower, or internal expertise, and it can have serious repercussions for organizational success in the face of cut-throat competition.
\n\n\n\nWhen organizations fail to bridge the Engagement Capacity Gap, they risk losing touch with their customers, falling behind their competitors, and missing out on valuable growth opportunities. We\u2019ll dive into the issue of the Engagement Capacity Gap, exploring its causes and consequences. We will also discuss effective solutions and strategies aimed at enhancing customer involvement and driving organizational success. By the end of this post, you will have a better understanding of the Engagement Capacity Gap and the steps you can take to bridge it. So, let\u2019s get started on bridging the Engagement Capacity Gap and unlocking the full potential of your organization!
\n\n\n\n![\"Address](\"https://textexpander.com/wp-content/uploads/Copy-of-Blog-Featured-Image-2-6-560x280.png\")
To effectively bridge the Engagement Capacity Gap, it\u2019s important to understand its root causes. Let\u2019s take a closer look at some of the key factors that contribute to the Gap.
\n\n\n\nFirst and foremost, communication is often a major challenge for organizations looking to engage with their customers. Miscommunication, lack of communication, and poor communication can all lead to disengagement and a widening of the gap. Organizations that fail to effectively communicate with their customers risk losing touch with their needs, preferences, and expectations.
\n\n\n\nCollaboration is another key factor that can contribute to the Engagement Capacity Gap. When different departments, teams, or stakeholders within an organization fail to effectively collaborate and share resources, it can lead to inefficiencies, duplication of effort, and missed opportunities for engagement.
\n\n\n\nFinally, a mismatch between goals and expectations can create a \u201cgreat divide\u201d that widens the Engagement Capacity Gap. When organizations don\u2019t meet customer expectations, it can lead to disengagement and a loss of trust. Similarly, when an organization\u2019s goals are not aligned with its customers\u2019 needs and preferences, it can lead to missed opportunities for engagement and ultimately, a wider gap.
\n\n\n\nBy understanding these root causes of the Engagement Capacity Gap, organizations can begin to take steps to address them and build stronger connections with their customers. In the next section, we will explore some effective strategies for bridging the Gap and enhancing customer engagement.
\n\n\n\nTo bridge the Engagement Capacity Gap and enhance customer engagement, organizations need to implement a thoughtful and strategic approach. Here are some key strategies for tackling the gap and building stronger connections with customers.
\n\n\n\nThe first step is to streamline communication channels. By leveraging technology and tools to facilitate effective communication, organizations can bridge the gap between customers and employees, improving response time, and providing personalized interactions. This includes setting up chatbots and online customer service portals to handle inquiries, as well as providing self-service options for customers. In addition, it\u2019s essential to have a system in place to monitor and respond to customer feedback and comments across all communication channels.
\n\n\n\nBuilding and developing a culture of collaboration is also critical to bridging the Engagement Capacity Gap. This means breaking down silos between departments and teams and encouraging open communication and collaboration. Here are a few steps to consider:
\n\n\n\n\n\n\n\nAligning goals and setting expectations is also essential to bridging the Gap. Organizations must have a clear understanding of their customers\u2019 needs and preferences and align their goals and objectives accordingly. This involves actively listening to customers, conducting surveys, and gathering feedback to develop personalized solutions that meet their unique needs. By aligning goals with customer expectations, organizations can build trust and create an engaging experience for their customers. To achieve this, companies need to deploy technology that reduces the cost of training and allows employees to focus more on customers and less on tools and processes.
\n\n\n\nAs organizations look for ways to bridge the Engagement Capacity Gap, many are turning to new technology as a potential solution. Productivity software has emerged as a key tool for enhancing communication, collaboration, and engagement.
\n\n\n\nProductivity software can help organizations streamline their workflows and improve efficiency, enabling employees to focus on engaging with customers rather than on administrative tasks. By automating repetitive tasks and providing easy access to information, productivity tools can free up time for employees to engage more deeply with customers and build stronger connections.
\n\n\n\nOne productivity tool that managers should consider to reduce the engagement capacity gap is TextExpander. TextExpander is a tool that allows employees to create customizable and shareable Snippets of text that allow your team to fly through repetitive tasks quickly by expanding the things you type regularly including email responses to customers, forms, and other types of messages. By using TextExpander, employees can save time and increase productivity, allowing them to focus on engaging with customers and building strong relationships. Try it out!
\n\n\n\n\n\nIn addition to its productivity benefits, TextExpander also has untapped potential for enhancing communication and collaboration in a way that allows managers to train new employees quickly.
\n\n\n\nTextExpander can be used to create standardized messaging that can be easily shared across teams, improving consistency and coherence in communication. It can also help to ensure that all employees are using the same language and tone in their communications with customers, creating a unified and professional image for the organization.
\n\n\n\nSo as managers train new employees, they\u2019ll focus more on building relationships with customers instead of focusing only on knowledge around product and service offerings. One way to think of TextExpander as a way to tackle your engagement capacity gap is that using Shared Snippet Groups creates a \u201chive\u201d-like knowledge across your team while reducing the cost of training.
\n\n\n\nBridging the Engagement Capacity Gap is not a one-time event, but an ongoing process that requires constant monitoring and refinement. Once you\u2019ve implemented your strategies for enhancing customer engagement, it\u2019s important to assess their efficacy and make adjustments as needed.
\n\n\n\nOne key step in this process is to keep a close eye on progress and track metrics that are relevant to your engagement goals. This includes customer satisfaction rates, retention rates, sales figures, and other key performance indicators. By regularly reviewing these metrics, you can identify areas for improvement and make data-driven decisions about your engagement strategies.
\n\n\n\nIn addition to tracking metrics, it\u2019s important to assess the effectiveness of specific tactics that you\u2019ve deployed. This includes analyzing the impact of different communication channels, collaboration tools, and other engagement initiatives. By conducting surveys, gathering feedback, and monitoring customer interactions, you can gain insights into which tactics are most effective and adjust your strategies accordingly.
\n\n\n\nFinally, it\u2019s essential to refine and adjust your tactics over time to ensure that they remain effective and aligned with your customers\u2019 evolving needs and preferences. This means staying up-to-date on the latest trends in customer engagement, continually testing and optimizing your strategies, and experimenting with new tactics and approaches as needed.
\n\n\n\nBy keeping an eye on progress, assessing the efficacy of deployed strategies, and refining and adjusting tactics over time, you can effectively bridge the Engagement Capacity Gap and build stronger connections with your customers. It requires a commitment to ongoing improvement and a willingness to adapt to changing circumstances, but the benefits are significant, including increased customer satisfaction, improved retention rates, and higher sales.
\n\n\n\nTackling the Engagement Capacity Gap is a necessary endeavor for any organization that wants to build strong connections with its customers and drive long-term success. By implementing effective strategies, such as streamlining communication channels, fostering a culture of collaboration, and aligning goals and expectations with customers, organizations can bridge the Gap and enhance customer engagement.
\n\n\n\nHowever, sustaining engagement and productivity is an ongoing journey that requires constant monitoring and refinement by company leaders. To ensure that your engagement efforts remain effective, it\u2019s essential to regularly track metrics, assess the effectiveness of deployed strategies, and refine and adjust tactics as needed.
\n\n\n\nBy committing to ongoing improvement and staying laser-focused on a customer-centric approach, organizations can build a culture of engagement that supports both the organization and its customers. This includes investing in training and support for employees, leveraging technology and tools to enhance communication and collaboration, and staying up-to-date on the latest trends and best practices in customer engagement. In a sense, focus on meeting customers where they are.
\n\n\n\nA: The Engagement Capacity Gap is the divide between the essential steps that organizations need to take to build strong customer connections and the resources they have to accomplish them. This gap can emerge in many forms, such as lack of budget, manpower, or expertise, and it can have serious repercussions for organizational success.
\n\n\n\nA: There is no one secret to overcoming the Engagement Capacity Gap, but effective strategies involve streamlining communication channels, fostering a culture of collaboration, and aligning goals and setting expectations with customers. By implementing these strategies, organizations can bridge the Gap and build stronger connections with their customers.
\n\n\n\nA: No, there is no one-size-fits-all solution to bridge the Engagement Capacity Gap. The key is to identify the root causes of the gap in your organization and tailor strategies that address these specific issues. Each organization\u2019s needs and resources are unique, so a customized approach is necessary to effectively bridge the gap.
\n\n\n\nA: Productivity software, such as TextExpander, can be a valuable tool for enhancing communication, collaboration, and efficiency, freeing up time for employees to engage more deeply with customers and build stronger connections while retaining a clear tone of voice.
\n\n\n\nA: Signs that your organization\u2019s strategies are working to close the Engagement Capacity Gap include increased customer satisfaction, improved customer retention rates, higher sales volumes, and stronger customer relationships. These metrics can help you track your engagement efforts\u2019 effectiveness and identify improvement areas. If you\u2019re looking to start tracking these metrics, consider a voice of the customer program.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-Experience-ROI-featured-600x300.png\")
\nCustomer experience ROI is an increasingly important topic, especially with business leaders anticipating an economic recession. One of the top customer service challenges for the next 18 months is demonstrating the return on investment in the customer experience. But are business leaders looking at it all wrong? Is the very concept of customer service ROI a myth?
\n\n\n\nAccording to British CX expert John Sills, author of the just-released The Human Experience, it may well be. The book is a must-read for anyone in a customer-focused organization. Sills shares his 25 accumulated years of wisdom about customer experience, often through humorous examples, like this one from media relations specialist Jamie Douglass:
\n\n\n\n\n\n\n\n\n\u201cI just went to the local pizza place and tried to use one of their 2-4-1 vouchers, but the guy insisted he could only accept the voucher if you booked the table over the phone. So I went outside and called them. The same guy picked up the phone and conducted the entire conversation 100 per cent straight, looking at me in the eye through the glass door!\u201d
\n
Most of us can probably relate because so many businesses are stubbornly inflexible. Sills encourages his readers to adopt less mechanistic and more human customer interactions. In his experience as a partner at The Foundation, it\u2019s a proven method that drives ROI and reduces costs.
\n\n\nNot able to play the video? Click here to watch the video
What do we usually mean when we talk about customer experience ROI? Part of the problem is that it doesn\u2019t have a fixed definition, and that definition could change from one organization to the next.
\n\n\n\n\u201cThey normally mean, \u2018Show us how it\u2019s gonna make money. Show us how it\u2019s gonna generate revenue,\u2019 and that\u2019s a difficult question to answer sometimes,\u201d Sills says.
\n\n\nNot able to play the video? Click here to watch the video
\u201cIf you\u2019re releasing a new product, that\u2019s much easier. But if you\u2019re looking to provide a service that costs money, but it doesn\u2019t directly make money, you have to try and prove revenue using kind of a mythical array of metrics, like if we get this many more customers that are satisfied, they\u2019ll buy this many more products from us,\u201d Sills adds.
\n\n\n\nSills isn\u2019t alone in the observation that CX leaders struggle to quantify customer experience ROI.
\n\n\n\n\u201cThere are almost no organisations measuring ROI in one standardised way, or similar to others, since what matters most for company X may make no sense to company Y. ROI could mean revenue generation, growth, or even satisfying leaders\u2019/partners\u2019/customers\u2019 expectations. In my experience, in each division, group or new acquisition, the expectations about CX programmes and large initiatives related to ROI are very different,\u201d Ricardo Saltz Gulko, founder of the European Customer Experience Organization, says in a recent MyCustomer report.
\n\n\n\nOftentimes, pressure to deliver ROI causes managers to push customer service reps into selling products\u2014often at inopportune times. This practice is called \u201cupselling,\u201d and can often damage the overall customer experience and leave customers with a bad taste in their mouths.
\n\n\n\nHowever, Jeff Toister, author of The Service Culture Handbook, offered suggestions for how to implement upselling intelligently.
\n\n\n\nToister was once a contact center training supervisor, given the responsibility of getting enthusiastic customer support reps to upsell, and he wasn\u2019t allowed to offer incentives. So he had to get creative.
\n\n\n\nOne thing he did was let his customer service agents offer unpublished discounts on slower-moving items. Then he provided the reps with basic product information to keep handy while on calls.
\n\n\n\n\u201cAnd it wasn\u2019t a script but it was kind of a workflow to help agents bring it up in a very natural way to customers,\u201d Toister says.
\n\n\n\nToister also ensured that all five contact centers he was working with got samples of the items the company was promoting, so service agents could touch and feel them.
\n\n\n\n\u201cAnd just by doing that, we added a million dollars in incremental revenue. Without giving anybody an incentive. We just made it easier for them to do a great job,\u201d Toister says.
\n\n\n\n\u201cWe just made it easier for our agents to sell,\u201d Toister adds.
\n\n\n\nIn The Human Experience, John Sills outlines three customer service myths, one of which is the myth of return on investment. But how could revenue possibly be a \u201cmyth?\u201d Perhaps a better way to say it is that businesses are setting the goalposts in the wrong places.
\n\n\n\nSills writes in the book:
\n\n\n\n\n\n\n\n\n\n
This is where the traditional question of the \u2018Return on Investment of Customer Experience\u2019 is flawed. It\u2019s not simply about working out how many more products can be sold by installing a new webchat function.
Sills argues that CX leaders need to take a more holistic view of return on investment, looking beyond what\u2019s easily calculated in a spreadsheet.
\n\n\n\n\u201cMore often than not it\u2019s the cost of inaction. That\u2019s the problem,\u201d Sills tells us.
\n\n\n\nSills calls out a phenomenon he calls \u201cfailure demand\u201d\u2014coined by John Seddon of Vanguard Consulting\u2014which is how much extra demand is placed on your contact center because the customer issue wasn\u2019t resolved the first time.
\n\n\nNot able to play the video? Click here to watch the video
\u201cIt\u2019s really bad for customers, and it means you get repeat phone calls,\u201d Sills says. He mentioned an energy company he worked with where 35% of the incoming calls were from customers who weren\u2019t happy with the first answer they received. Those unnecessary calls add extra stress to already stressed customer service agents and force businesses to increase their headcounts.
\n\n\n\nAutomation software like TextExpander can reduce time spent on repetitive messages and make your team more efficient, but it\u2019s best to avoid the need for redundant work in the first place.
\n\n\n\n\n\nSills also mentions a car company that could simultaneously improve its ROI by improving the customer experience.
\n\n\n\n\u201cThey send me three letters in three different envelopes on the same day. That customer experience cost them money. Cut that out, you reduce your mailing costs by a third, and it\u2019s better for the customer. That\u2019s what I think return on investment should really be looking at,\u201d Sills says.
\n\n\n\nIn The Human Experience, Sills outlines three ways companies can better orient how they measure ROI:
\n\n\n\n\n\n\n\nThese things might be tough sells for CX leaders since they\u2019re not easy to compile in a spreadsheet or present on a graph, but they have proven benefits.
\n\n\n\n\u201cWe worked with one of the big supermarkets here. We went from loss-making to 14 consecutive quarters of growth. We worked with one of the big fashion retailers here and added about another 90 million to their annual profits. A project we did recently with empathy bumped their NPS score up 10 points in just a month. We\u2019ve had another one where NPS went up 35 points over the year and email open rates went up 60% over the year as well,\u201d Sills says.
\n\n\n\nSills cites a UK Customer Satisfaction Index report from 2018 that says:
\n\n\n\n\u201cOrganizations that maintain higher customer satisfaction than their sector average have achieved stronger turnover growth, profit and employee productivity than those whose customer satisfaction is below the sector average.\u201d
\n\n\n\n\u201cIf you look at the UK and the likes of Tesco, EasyJet, Sky, Handelsbanken, and Timpson. They\u2019re all organizations that were, for large parts of their history, very customer-led and tripled, quadrupled their profits, and tripled and quadrupled their share prices as a result of doing this,\u201d Sills adds.
\n\n\n\nSo, to improve your customer experience ROI, focus on the customer experience. You\u2019ll sell more product, improve your customer retention, and grow revenue.\u00a0
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-Service-Stats-featured-600x300.png\")
\nCustomer service stats are the driving force in most contact centers. Previously, we\u2019ve discussed the key call center metrics, but which ones are the most relevant in 2023?
\n\n\n\nMyCustomer\u2019s recent survey of customer experience leaders asked about the most common customer service stats being used to measure customer experience performance and what metrics customer experience leaders are themselves being measured against.
\n\n\n\nSome of the responses won\u2019t be a big surprise. Customer Satisfaction and Net Promoter Score are still top priorities.
\n\n\n\nHowever, there are a few downtrends. CX leaders are increasingly less interested in average ticket issue time, likelihood to buy again, and number of interactions per ticket.
\n\n\n\nOn the flip side, financial customer service stats are growing increasingly relevant to CX leaders.
\n\n\n\nLet\u2019s take a look at the top stats being measured.
\n\n\n\nCustomer Satisfaction (CSAT) is still king, with 76% of respondents saying they measure it and 39% saying they are measured by it.
\n\n\n\nWith CSAT, customers are presented with a quick survey after a customer service event, where they\u2019re asked to rate their service\u2014usually from 1 to 5, with a higher number indicating higher satisfaction.
\n\n\n\nTo calculate CSAT, you take the number of satisfied customers and divide by the number of total responses, and then multiply by 100 to find the percentage of satisfied customers. When using a 1\u20145 scale, ratings of 4 or 5 are usually used in the calculation of satisfied customers.
\n\n\n\nAs a formula, it looks like this:
\n\n\n\n(Satisfied Customers / Total Survey Responses) x 100
\n\n\n\nSo if you have 90 satisfied customers and 100 total responses, you\u2019d have a CSAT of 90%.
\n\n\n\nHowever, CSAT has drawbacks, the biggest of which is that most customers won\u2019t bother with the survey, so a CS rep getting a CSAT rating at all is noteworthy. And usually, customers only respond if the survey was exceptional or poor.
\n\n\n\nThe Net Promoter Score (NPS) is still near the top, with 71% of respondents saying they measure it and 49% saying they are measured by it. It\u2019s still the most common metric by which CX leadership is judged.
\n\n\n\n\u201cMeanwhile, there is very little change elsewhere, with NPS\u2014right or wrongly\u2014remaining the most common metric used to measure the performance of CX leadership,\u201d the MyCustomer report says.
\n\n\n\nNPS is similar to CSAT, but is calculated a bit differently. Customers are asked about their likelihood of recommending a product or service from 0 to 10. Scores of 9 or 10 are considered \u201cpromoters\u201d while scores of 0 to 6 are considered \u201cdetractors.\u201d The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
\n\n\n\nWhile CSAT is used to measure short-term interactions, NPS is aimed at long-term customer loyalty.
\n\n\n\n47% of respondents say they measure retention rates and 33% say they are measured by retention. Retention is simply a measurement of customer loyalty, or even more simply: how many of your customers keep coming back?
\n\n\n\nWhat\u2019s interesting is that retention isn\u2019t more popular, especially given the increased interest in retention with an anticipated economic recession. CustomerGauge surveyed B2B executives in 2018 and found that 32% of them were unaware of their retention rate.
\n\n\n\nMeasuring retention is simple enough:
\n\n\n\n[(Total Customers at the End of the Period \u2013 New Customers at the End of the Period) / Customers at the Start of the Period] x 100
\n\n\n\nA \u201cgood\u201d retention rate depends on your industry, but CustomerGauge specifies 77% for B2B companies.
\n\n\n\nThe Customer Effort Score (CES) measures how easily the customer uses your product, resolves complaints, or finds information. Phrased another way: how much work must a customer do to be your customer? It\u2019s often a leading indicator of customer loyalty.
\n\n\n\n42% of CX leaders surveyed said they measure CES, but only 21% said they were measured on CES.
\n\n\n\nGathering CES consists of a single-question survey that usually asks the customer something like \u201cCOMPANY made it easy to solve my problem,\u201d with a scale from 1 to 7, with 1 being a strong disagree and 7 being strong agreement.
\n\n\n\nSince CES only highlights one aspect of the customer experience, it should be paired with other metrics like CSAT and NPS to get a full picture. Like the CSAT, CES offers a reflection of one point in time, as opposed to NPS, which seeks more long-term sentiment.
\n\n\n\nImplement CES gathering after major touchpoints to highlight friction points the CSAT and NPS might miss. For instance, customers might be pleased overall with their service interaction, but find that they had to jump through too many hoops to arrive at it.
\n\n\n\nNo, we\u2019re not making butter for our customers. Essentially, churn is the opposite of retention.
\n\n\n\nHere\u2019s a formula for calculating churn:
\n\n\n\n(Customers at the Start of the Period \u2013 Total Customers at the End of the Period) / Customers at the Start of the Period X 100
\n\n\n\nThe ideal churn rate is 0%, but that\u2019s not realistic. It\u2019s good to monitor both retention and churn to get a full picture of customer loyalty.
\n\n\n\nAccording to respondents, 39% are measuring churn while only 23% are being rated on churn.
\n\n\n\nNow we get into a growing trend: customer experience leaders being asked to justify returns. 37% of respondents said they measure revenue and financial metrics while 27% measure ROI. 40% are measured on financial metrics and 28% are measured on ROI.
\n\n\n\nAs economic conditions worsen, more pressure is being placed on leaders, but the hurdle is that there isn\u2019t yet a standard way to measure these customer service stats. 79% say that proving the financial contribution of their customer experience program is growing more important.
\n\n\n\n\u201cThere are almost no organisations measuring ROI in one standardised way, or similar to others, since what matters most for company X may make no sense to company Y. ROI could mean revenue generation, growth, or even satisfying leaders\u2019/partners\u2019/customers\u2019 expectations. In my experience, in each division, group or new acquisition, the expectations about CX programmes and large initiatives related to ROI are very different,\u201d Ricardo Saltz Gulko, founder of the European Customer Experience Organization, says in the report.
\n\n\n\nSo how do you measure the ROI of your customer experience?
\n\n\n\n\u201cOur view is that you have to do research to find out what is most important to your most valuable customers and the impact of improving that on their profitability and ultimately the ROI of CX. That is what you should be measuring,\u201d Shaun Smith, founder of Smith+Co Consultancy, says in the report.
\n\n\n\nIn other words, identify your most profitable customers and find out what makes them happy. Smith mentioned that for Premier Inn, the quality of the \u201csleep experience\u201d has a direct impact on customer loyalty and retention, so they offer a \u201cGood Night Guarantee\u201d that provides a refund if a guest didn\u2019t sleep well.
\n\n\n\nSmith gives another example of an American client he worked with. \u201c\u2026we identified that their loyal clients were worth three times more than the average client and what this represented in profitability. We also knew the three main drivers of loyalty and their impact on client revenues, so these became the key metrics that were used to track the impact of their CX initiative.\u201d
\n\n\n\nSmith emphasizes the importance of that fine-tuned data in your ROI efforts.
\n\n\n\n\u201cThe problem is that rather than find out what is important and then how best to measure it, many organisations buy \u2018off-the-shelf\u2019 VoC platforms that measure many different attributes often centred around NPS. They then examine all of these measures, but with little understanding of their financial impact,\u201d Smith says.
\n\n\n\nMeasuring ROI is simple but maybe not easy or transferable between organizations: give your profitable customers what they want.
\n\n\n\nWhich customer service stats matter most to you?
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-trends-featured-600x300.png\")
\nCustomer experience trends for 2023 are largely being shaped by the possibility of an economic recession, which makes retaining customers all the more important. In MyCustomer\u2019s recent survey of customer experience leaders, 32% of respondents said that economic conditions and the cost-of-living crisis are their top concerns for the next 18 months.
\n\n\n\nDespite a cloudy economic outlook, many CX leaders are anticipating increased budgets in 2023. 43% of the leaders surveyed by MyCustomer anticipate that their budgets will rise over the next 18 months.
\n\n\n\nWhere will CX leaders invest that money? Let\u2019s look at the respondents\u2019 top choices.
\n\n\n\nWe can sum up the trends in 5 words: data, data, and more data. Voice of the Customer is the top investment for 2023 and beyond, according to 35% of respondents.
\n\n\n\n\u201cWhen it comes to what they anticipate they will be investing in, their plans are very much aligned with their CX priorities\u2014with our findings revealing a pronounced focus on data, insight and Voice of the Customer,\u201d MyCustomer\u2019s report says.
\n\n\n\nOf course, that may not be much of a surprise given that voice of customer tools span an incredibly wide range, from simple surveying tools like Google Forms all the way to purpose-built voice of the customer cloud platforms.
\n\n\n\nA voice of the customer program is essential for fine-tuning your overall customer experience with customer feedback, identifying pain points and improving customer satisfaction.
\n\n\n\nVoice of the customer provides proven results. Wyndham Destinations Asia Pacific increased customer satisfaction over 6% in 6 months after implementing a voice of the customer program.
\n\n\n\n\u201cIf the end goal is to improve commercial outcomes, CX leaders need in-depth insight into what matters to their customers and what triggers certain behaviours. So, getting to grips with the impact you have on them in terms of brand identity and behaviour, your value proposition, the quality and choice of interaction and the experiential ups and downs of getting to an outcome is vital,\u201d says Martin Hill-Wilson, founder of Brainfood Consulting.
\n\n\n\n32% of respondents identified customer journey analytics as a top investment in 2023 and beyond, making it a close second to Voice of the Customer. Again, data is king.
\n\n\n\n\u201cCustomer journey analytics platforms provide insights into the whole customer journey, including the touchpoints, pain points, and also the drivers of customer satisfaction. This information also can be used to optimise the customer experience and identify areas for improvement,\u201d says Susanne Fries-Palm, chief customer officer at Yonder, and a founding member and senior advisor of ECXO.
\n\n\n\nUnderstanding the customer journey is key to providing a superior customer experience, revealing opportunities for improvement in the onboarding process, and it helps your team to address problems proactively\u2014the best customer service is no service.
\n\n\n\nCustomer Relationship Management (CRM) was highlighted as a top investment by 29% of respondents. CRM tools like Close and SugarCRM help you track customer interactions and align your sales and customer service teams.
\n\n\n\n\u201cCRM systems provide a centralised repository of customer information, including their interactions with the company. This information is used to provide a personalised and seamless service which leads to a better experience across all customer touchpoints. And the quality of the data is crucial, for me especially in the CRM,\u201d says Susanne Fries-Palm, chief customer officer at Yonder, and a founding member and senior advisor of ECXO.
\n\n\n\nCRMs are invaluable for practically every organization these days, but the one downside is that the necessary data entry creates a lot of overhead for your teams. That\u2019s one place where TextExpander can help.
\n\n\n\nHere\u2019s a video demonstrating how you can use TextExpander to streamline your SugarCRM workflows:
\n\n\nNot able to play the video? Click here to watch the video
Whether you use Close, SugarCRM, or another CRM like HubSpot or Salesforce, TextExpander can ease data entry, make customer notes more consistent, and even help navigate the interface. Check out our Public Group of sample Snippets for SugarCRM.
\n\n\n\nMore: TextExpander Is Now a SugarCRM Partner
\n\n\n\nFurther proving the desire for more customer information, 29% of respondents identified customer data platforms (CDPs) as a chief investment over the next 18 months.
\n\n\n\nA customer data platform aggregates data from multiple sources to build a complete profile of every customer. This helps you better learn about your customer\u2019s needs, but a key benefit is that it avoids dreaded data silos, storing all of that invaluable information in one central place, where it can be accessed by marketing, sales, and support.
\n\n\n\nThere are several hot topics being discussed in the customer experience space, but are businesses actually investing in them? The MyCustomer report reveals some surprises.
\n\n\n\nFor instance, there\u2019s a lot of discussion surrounding chatbots and AI, but only 19% of respondents anticipate investing in them over the next 18 months.
\n\n\n\nPersonalization is another hot topic in customer service, and many studies have indicated that personalization is crucial to the customer experience. For instance, a recent report from ZenDesk says:
\n\n\n\n\n\n\n\n\n\n\n\n\n\n
\n- \u200b\u200bSeventy-six percent of survey respondents expect personalized experiences, which could include (but is not limited to) engagement over their preferred contact method, account type or status, and product recommendations based on purchase and search history.
\n\n\n\n- Seventy-one percent of customers surveyed said that they expect companies to collaborate internally so they don\u2019t have to repeat themselves.
\n
Despite that, only 13% of respondents said they plan to invest in personalization tools.
\n\n\n\nTwo other hyped topics over the years have been the cloud and social media, but only 11% say they plan to invest in social media monitoring tools and 5% say they\u2019ll invest in cloud contact centers.
\n\n\n\nThe takeaway? Just because a given technology is all the rage, that doesn\u2019t mean that companies are actually buying it.
\n\n\n\nThe other takeaway is that as companies expect a demonstrable return on investment from their customer service teams, collecting and analyzing customer data\u2014as well as sharing that information with marketing and sales\u2014grows more and more essential.
\n\n\n\n