The best customer experiences come when someone on your team has an emotional connection with a customer. A Journal of Consumer Research researcher found that more than 50% of an experience is based on emotion. Emotions shape our Spain Phone Number behavior and are one of the most important drivers in our decision-making process. Customers stay loyal to your company because they have an emotional connection with you and can remember how they feel when they use your product or service. A company that focuses on this emotional connection outperforms its competitors 85% of the time when it comes to revenue growth.
As A DE Fact Standard
Capture customer feedback in real-time How do you know if you’re delivering a “wow” customer experience? You have to ask this. And ideally, you do this by capturing real-time feedback. For example, use live chat tools so that you can start a conversation with your customers in the moment and send each customer a follow-up email afterward, using post-interaction questionnaires and other similar CX tools. In addition, you can of course also call your customers to obtain insights and feedback. It is also important to attribute customer feedback to a specific employee so that you can measure who is performing well in this area.
DE Fact Standard
Use a quality framework and monitor the development of your employees. By following the steps above, you will find out what customers think about. The quality of your service compared to the CX principles you have defined. The next step is to identify the training needs for each individual employee. Many organizations assess the quality of communication over the phone and email, but a quality framework goes one step further. This allows you to plan and follow the development of your employees through coaching, e-learning, and group training. 6. Do something with your employees’ feedback Most organizations conduct an annual survey where they recor the general feedback from their employees.