The phrase Life Hacks is everywhere nowadays, isn't it? Give it a quick search on Google and you'll find entire sites dedicated to tips and tricks that promise to 'change your life'. Now, we may not be experts on how to peel an orange correctly, (we tried and failed), but we do know a few ways that you can improve your Customer Experience, simply by thinking outside the box. From keeping customers in the loop to motivating your employees, these 10 Hacks will show you how you can create an engaging and effortless Customer Experience by doing things differently.

1. There’s nothing worse than asking for feedback days,
weeks or even months after an interaction.
The moment has gone and all of that valuable
customer insight has been lost with it (heck, you’ll be
lucky if they even remember what they purchased
from you!).
Ask customers for their feedback in real-time, so that
you can use their comments to make immediate
improvements.
Read how on Lifehacker.com
Feedback collected immediately after an
interaction is 40% more accurate than
feedback collected 24 hours later
#1
Don't let their opinions go stale…
Bread gone stale?
Rub an ice cube on it!
10CX Hacks
10Life Hacks
The phrase ‘Life Hacks’ is pretty much unavoidable these days - take a quick look on your favourite
social media sites and you’ll no doubt come across a video showing you how you’ve been peeling
oranges wrong your whole life, or 100 different things you can do with a toilet roll tube.
It's all about making life easier. But what about your customers' lives?
To show you how you can create an effortless and engaging Customer Experience, we've
put together 10 Hacks to help you think outside the box (with some great Life Hacks we
found along the way!)
Think of everything you could achieve in the space of
15 minutes… finish off the laundry, cook yourself
dinner, reply to those emails you’ve been putting off
all day. Now would you spend that time filling in a
lengthy customer survey?
Avoid bombarding your customers with drawn out
questionnaires and just ask one open question
instead - “How are we doing?”, and they’ll tell you
what really matters to them.
Read how on Mentalfloss.com
“Real customer insight sits with the people
who didn’t take your survey.”
#2
Tick tock, Tick tock…
Short on time?
Save yourself 15 minutes
today!
It’s a fact of life that no two customers are the
same…what might work for affluent ladies-that-lunch
probably won’t for the lads down the pub, so it’s
important to know your audience.
Take a multi-channel approach and talk to your
customers through the channel that suits them best,
and then remember their preferences.
Read how on Blacklapel.com
65% of customers are frustrated by
inconsistent experiences across channels
#3
Suits you, sir!
Struggle to pack
your suit jacket?
Fold it inside out!
When you make it easy for them, customers will tell
you everything you need to hear, in their own words.
Make sharing feedback effortless for your customers
by letting them have their own say at a time that suits
them - regardless of what time your office closes.
Use a combination of Event Triggered Requests and
Listening Posts to make sure you never a miss a
thing.
Read how on Lifehack.org
94% of customers who have a low-effort
service experience will buy from that
same company again
#4
Easy peasy, lemon squeezy…
Life handed you
lemons? Here’s how
you can make the most
of them!
If you’re trying to build a strong relationship with your
customers, messages that begin with, “Dear valued
customer”, are never a great start.
With heaps of technology (and presumably, customer
data!) available to you, make sure that you’re taking
advantage of it by personalising all of your
communications and making your customers feel like
they’re talking to a friend, not a faceless brand.
Read how on Lifehack.org
28% of consumers said they’d be willing
to give up their favourite Social Media
networks for a WEEK in order to receive
appropriate content based on their
personal interests
#5
Say my name, say my name…
Forgotten someone’s
name? No problem!
If you want to give your customers an effortless
experience, it’s important to keep them in the loop
every step of the way.
Whether it’s letting them know when to expect a
delivery, or sending them an update on the progress
of their application, by giving them all the information
they need before they have to ask for it, you’ll reduce
inbound calls and increase satisfaction.
See how on YouTube
94% of customers want relevant,
timely SMS!
#6
Keep them
in the loop
Forget bunny loops…
tie your shoes in two
seconds with this method!
There’s nothing more frustrating than receiving a
message from a brand and having no way of
responding quickly, especially if all the customer
wants to do is make a simple change.
By using a two-way messaging system you can turn
your communications into an intelligent conversation
and increase your efficiency.
Read how on Lifehack.org
SMS is the single most powerful real-time
engagement channel on the planet
#7
It takes two to tango…
Trouble sticking to
good habits?
Use the two minute rule…
There’s no point in asking for feedback unless you’re
going to do something about it. Customers want to
know that they‘ve been heard.
Make sure that you acknowledge your customers’
comments and ideas by taking action, improving your
products/services and communicating back any
changes you’ve made.
Read how on Buzzfeed.com
Repurchase probability changes
from 32% to 89% when a problem is
acknowledged and resolved
#8
Don’t throw
their insight away…
Step away from the bin!
There are plenty of
things you can do with
that rubbish!
You’ve captured your customers’ thoughts, taken
action, and turned their good experience into a great
one. Now it’s time to get them to spread the word.
By identifying your Raving fans and encouraging them
to share their positive views online, you can boost
word of mouth referrals and increase retention.
Read how on Lifehack.org
Ravers are your secret sales force.
50% of new customers are influenced
by word of mouth
#9
Break the Internet…
Make that blog post
go viral!
Happy employees = happy customers, so it’s
important not to forget employee engagement when
looking at your customer journey.
Make sure that they’re kept in the loop with company
updates and capture their feedback too. You could
even go one step further and use a solution like
Frontline Engagement to gamify their experience and
keep them motivated with inter-team competitions.
Read how on Lifehack.org
Companies with engaged employees
have 38% higher customer satisfaction,
22% higher productivity and up to 19%
higher profits
#10
Under pressure…
Don’t panic!
Keep calm and carry on
10
Customer
Experience
Hacks
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Join our Webinar: Customer Engagement for Rebels
On the 19th of May we’re hosting a Webinar alongside Jason Sharpe (former senior exec at First Direct, Vodafone
and OVO Energy) on how you can shake up your Customer Experience, improve satisfaction and achieve
response rates in excess of 35%.
To get your name on the list register here, or send your details to hello@rantandrave.com and we’ll do the rest.
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Experience to the next level?