3 Tips for a Positive Workplace & Positive Customer Relationships
While you’re hard at work trying to maintain lifelong customer relationships, it can be easy to overlook the relationships among your staff. It seems obvious that a friendly work environment leads to greater productivity, decreased stress, less turnover and increased satisfaction—and in fact, research shows that this assumption is true. Happier employees lead to a […]
Customer Loyalty: 9 Ways to Influence Emotions, Reasoning, and Behavior
Customer loyalty is a hot topic, but what exactly is a loyal customer? The first thing that might come to mind is “a customer who keeps doing business with you.” That sounds reasonable; however, it’s also incomplete. It’s likely that some repeat customers come back only because they are under a binding contract, intimidated by […]
Position Your CEO as a Customer Experience Champion
At many businesses, the only time a customer sees or hears from the CEO might be a statement issued to the press, a column in the quarterly newsletter, or in the worst cases, a public scandal for which the company leadership is held accountable. Otherwise, CEOs, at least from the customer’s perspective, are mythical creatures […]
Get Your Decision-Makers to Listen to the Voice of the Customer
A satisfying customer experience is organizational, not just transactional. The most direct way to affect your customer experience is to start with your own staff. Everyone must be on board, especially managers and executives. It’s critical that the top decision-makers at your business believe in the customer experience and stay tuned in to the voice […]
Report: Techy Competitors Turning Bank Customers’ Heads
Capgemini has released the 2015 World Retail Banking Report and their Customer Experience Index, calculated from the results of a comprehensive Voice of the Customer survey of more than 16,000 respondents in 32 countries. The CEI has dropped only slightly from 72.9 in 2014 to 72.7 in 2015, indicating that customer satisfaction is stagnating as […]
More Than Just a Program, Voice of the Customer is a Promise
Instating a Voice of the Customer program to capture customer experience insights has many practical benefits: It takes something vague and subjective, like customer experience, and turns it into quantifiable metrics. It clearly identifies the key drivers of customer satisfaction that are unique to each business and each customer base. It shows trends, progress, and […]
