4 Ways Not to Overestimate The Value of Your Customer Service - Talkdesk - ContactCenterWorld.com Blog
Creating a unified, personalized, brilliant customer experience is difficult. Companies must aim to meet and exceed expectations in every interaction with their customers. Most businesses are well aware of this duty and attempt to tailor their customer experience to the needs of their base.
The first step to delivering excellent customer service is consciously making an effort to provide excellent customer service. Companies that invest in exploring customer experience insights, testing the latest strategies and leveraging data to determine efficacy are ahead of the game. But it’s not enough to just implement a new CX.
The second step to striving for customer experience excellence is admitting you have a problem. This is a difficult task, and not every strategy you try is going to work. Successful companies reevaluate their CX regularly and admit it to themselves when they’ve made a mistake.
According to Lee Resources,
80% of companies claim to deliver “superior” customer service.
Only 8% of people think these same companies deliver “superior” customer service.
There are two problems identified in this statistic. The first is that many companies’ customer service isn’t cutting it. Only 8% of companies are doing right by their customers? Ouch. You can bet those 8% are outpacing their competitors.
The second, more insidious problem is that the companies seem oblivious. Very oblivious. Companies are overestimating the value of their service by 10x. For scale, realize that a Tyrannosaurs Rex is 10x the size of a giraffe. A beagle is 10x the size of a guinea pig. A monster truck is 10x the size of a motorcycle.
Think hard about your own company. Are you one of the 72% of businesses that thinks they’re a full grown male African lion and they’re actually just a poodle? Most importantly, when you answer the question, are you giving a gut response or are you referencing data?
The only way not to pull the wool over your eyes is to be consistently measuring customer service data. These four data measurements can help you estimate the value of your customer support efforts and respond appropriately. :
1. Net Promoter Score Ⓡ
Net Promoter Score is a commonly used tool for assessing customer loyalty. It is calculated based off of two questions: (1) On a scale of 1-10, how likely is it that you would recommend our company/ product/ service to a friend or colleague? (2) Why?
2. CSAT Score
CSAT is an abbreviation for “customer satisfaction.” To calculate CSAT scores, companies often use a short survey immediately after a transaction that directly asks how satisfied customers were with the experience.
3. Call Center KPIs
The heart of many companies’ customer service is their call center. Advanced call center software solutions provide comprehensive real-time metrics to assist admins and supervisors in making immediate and long term changes to their provision of service. Call center KPIs such as average service level and average handle time are clear, digestible indicators of performance.
4. Customer Sentiment Score
We just released our first predictive analytics measurement, Customer Sentiment Score, which uses call data and input from agents and customers to help companies understand customer sentiment as well as predict potential customer unhappiness and proactively address it.
Don’t make a molehill out of a mountain. Leverage effective data collection tools to ensure that your company’s body image is realistic.
Publish Date: June 22, 2016 5:00 AM
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