In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.
6. 12 SIMPLE THINGS
1. Get to know the people!!!
2. Lunch & Learns
3. Mentoring Program
4. LOTS & LOTS of Events
5. Leadership Training
6. Promotion Dinners
7. A library of great books
8. Toast Master Lunches
9. Exit Interviews
10. Innovation Team
11. Contests
12. Respect
“The emotional commitment an employee has to the organization and its
goals, resulting in the use of discretionary effort.”
EMPLOYEE ENGAGEMENT
- Kevin Kruse
7. A SHIFT AWAY FROM THE
TREND 3:
NET PROMOTER SCORE
8. CUSTOMER EXPERIENCE
3 WAYS TO MEASURE
CSAT NPS CES
One simple question: “On a 1
to 5 scale, how much effort
did you personally put forth
to handle your request?”
Many mildly satisfied or mildly
dissatisfied customers don't
tend to complete surveys
Industry is struggling with how
best to make decisions off of a
single metric. For example,
what does a score of 7 mean
and feel like for to the
customer? Why is it a 7?
14. WITH CULTURE OF MULTI-TASKERS
WE’VE BECOME IMPATIENT
WE WANT SMART
INTERACTIONS
15.
16. WHAT WOW MEANS TO US
You created an off-the-charts, remarkable, amazing
experience that directly affected someone’s day. You
went above what was expected. You turned a first-
time customer into a lifelong customer.
When the customer hung up the phone with you, they
said “WOW, that was the best customer experience
I have ever had” and that customer now continues to
re-tell that story to their friends because you did
something extraordinary for them.