Positive and negative scoring has been the name of the game in CX QA for ages, but it isn’t the only option, nor should it be. Adding neutral scoring metrics to your rubric increases insight without stressing your CX team. Neutral scoring allows both tracking and immediate guided follow through for agents in particular circumstances. This is helpful especially when launching new products, software updates, recalls, pandemics or other catastrophes. In these circumstances the benefit of being able to track, for example; that all orders were backed up because the Port of Los Angeles was effective ..read more

There are more Zoomers than Boomers in the workforce now. The World Economic Forum projected that by 2025  Gen Z will make up 27% of working people in the 38 OECD countries and one third of the world population. They are likely to become some of your customer service agents (and your customers). Are you prepared to meet their needs and retain the Gen Z service agents in your contact center? What Gen Z Wants Deloitte’s 2023 Gen Z and Millennial Survey is an international study across 44 countries that finds both generations favor career decisions based on their values. Work-life balance is ..read more

Reports show that empathy started declining even before the pandemic. This year, the 2023 Customer Rage Survey indicates customers are experiencing more problems and 79% will complain about them.  Not only are performers like Harry Styles and Pink having objects thrown at them on stage, your agents have abuse thrown at them regularly. There are ways to support agents even with consumer rage on the rise. 1) Reduce Consumer Problems One of the reasons customers are angry according to the 2023 Customer Rage Survey is because they are experiencing more product and service problems than ever ..read more

Research shows customers want a better and better experience in exchange for their loyalty. Studies also show that companies are aware of this and want to provide upgraded experiences.  AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget. Customers Want Better Service and CX Customers are demanding great CX. Shep Hyken conducted a 2020 study that showed, “96% of customers will leave you for bad service.”  Emplifi shared research ..read more

When shopping on Amazon do you ignore the items that have no reviews? I do. I’m not willing to be the person who risks getting a crappy product (if it arrives at all). The same is true for products with only five star reviews, especially if they are devoid of useful information, short, or full of grammatical errors. Reviews like, “great product,” “It arrived quick,” and “It is best,” are immediately suspect. Part of the problem is reputation inflation with higher ratings that are motivated by something other than the quality of the product. The same is true of negative reviews, or reputation d ..read more

Change is inevitable. (The order isn’t just: “A small coffee with cream.” It’s now: “A double shot oat milk latte with light foam and cinnamon. Please.”) Heraclitus, the ancient philosopher, knew it. He said “The only thing that is constant is change.” Business leader Jack Welch knew it. He said “If the rate of change on the outside exceeds the rate of change on the inside, the end is near.” (Coffee shops that don’t offer massive drink customization will be competing against many that do.) Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and ..read more

People love memes. They make relatable experiences shareable in a quick visualized way and sometimes they’re just fun. Here are some customer experience memes I created based on stats to encourage raising your CX. 52% of customers will change providers after one negative impression (Zendesk CX Trends Report 2023) It doesn’t take much to turn customers away. Even one bad experience can cause them to churn. Investing in quality CX and service is worth keeping the valuable customers you earned. 70% of consumers expect everyone they interact with at a company to have all the info on them and the ..read more

Friction is great when trying to remove layers of paint but it will also remove layers of your customers’ patience. Identifying customer friction, aka pain points, is part of the ongoing work of creating great customer experience and enduring customer relationships.  Survey Says – ouch If you want to know what bothers your customers, ask them. Even single question surveys can yield beneficial information, like: “Did your item arrive damaged? Check yes or no.” Single questions with multiple choice answers can also give you insight into problem areas. For example, why you have so many aband ..read more

Service Level Agreements (SLAs) are a necessary part of the business-customer relationship. They need to be created with both your company’s unique needs and the needs of your customers. However, there is little point in going through the trouble of creating these agreements if they aren’t adhered to. The right tools track your service level agreement compliance and evolve your SLAs. First, Be Honest About What You Can Provide Over promising doesn’t help you or your customer. Even if a great promise is a selling point, it can quickly become a cause for churn when it can’t be kept. Get clear on ..read more

I love how technology has streamlined consumer life. Amazon prime provides shopping from home and delivers purchases within hours. GrubHub delivers food to the doorstep of over 19 million users. What an upgrade from epic store lines, waiting weeks for a package, cooking and getting dressed to eat out. The power of streamlining customer experience saves energy, saves money, and saves time for the other things I want to do. Shrinking Lines I still value analog experiences, of course. Humans are social animals.  As a consumer, I enjoy on-site shopping and events too.  During times of ec ..read more