customer experience
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Testing Customer Touchpoints When testing a product, it can be easy to neglect how support processes such as call verifications, email communication, online chat, and service request processes function. But these touchpoints go a long way toward defining customer experience and an organization in general. How can you improve? |
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4 Frequent Feedback-Gathering Flaws If organizations really want customer feedback, why do they make it so difficult for customers to provide that feedback? Naomi Karten gives four examples from her own experience that suggest some things to keep in mind when gathering feedback from your customers. |
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Two Tales of Sloppy Service (and Their Very Different Outcomes) This story details two tales of sloppy service—but they have very different endings. In one case, the company representative refuses to acknowledge error or make up for inconvenience, but in the second, the rep apologizes and goes above and beyond to make it up. Which do you think retains customers? |
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Don’t Misinterpret the Absence of Customer Complaints Beware: The absence of customer complaints doesn’t necessarily mean customers are happy. Complaints are a critical indicator of the state of customer satisfaction, so an increase in the number, type, intensity, or urgency of complaints bears examination—but so does a decrease. Read on to learn why. |
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The Value of “What’s Unique about” Questions in Information Gathering A highly effective angle for drawing useful information from customers is the “What’s unique about…?” question. What’s unique about this problem? What’s unique about your current process? What’s unique about your company? You're likely to get a deeper understanding of what your customer wants. |
