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Customer Experience Investments Up; Customer Satisfaction Down - Frank Reactions - Customer Experience & Customer Service in the Digital Era
For the first time in 5 years, the Temkin Group’s customer experience ratings show that in most industries, customer ratings of the service they get have dropped. This is despite the fact that companies say they are spending more than ever on improving customer experience (CX). So what’s going on?
Customer Experience Demands Outstrip Improvements
In today’s interview Bruce Temkin, long-time customer experience researcher and co-founder of the Customer Experience Professionals Association (CXPA), says the gap is increasing because customer expectations are growing faster than many companies can keep up with.
And, unfortunately for many businesses, social media means that dissatisfied customers have more impact on public perception than ever before. (On the positive side, so can happy customers.)
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Why An Engineer Tapped His Softer Side & Became a Leading Customer Experience Advocate
Bruce Temkin has long been associated with customer experience improvements, something that many senior executives still consider too “soft” to be a focus for investment dollars. So I was a bit surprised to hear that he started his professional life as an engineer.
When I interviewed him last week at the Customer Experience Strategies Summit one of the things we discussed was how to make the case for customer experience when talking to seriously analytical, left-brain thinkers.
Digression: Actually, recent research suggests that the left-brain, right brain theory was wrong, but it still seems to be true that many people have a preference for heavy duty analytical thinking versus artsy, free-flowing, creative thinking.
The fact is, like the brain, which performs at its best when both sides are engaged, customer experience improvement works best when you blend analytical, process-based improvements with “softer” skill development such as people skills and leadership.
You want to start persuading executives of the importance of CX improvement using whatever type of argument fits best with their natural style, but ultimately your success within your organization rests with getting both sides involved.
And the arguments for CX improvement, even in a recession, are compelling. In a recession it is more important than ever that you retain the customers you’ve already got, and great CX is the best way to do that. Not only does it keep you going through the tough times, it will leave you well positioned to thrive in a year or two when the recession ends. Your competitors will be limping, having failed to invest in the things that matter most to customers, and you’ll be so far ahead it will be tough for them to catch up.
Other Takeaways for Customer Experience Improvement
Hire Happy People
It is hard to be empathetic with your customers if the staff talking to them are unhappy with their own lives.
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For the first time in 5 years, the Temkin Group’s customer experience ratings show that in most industries, customer ratings of the service they get have dropped. This is despite the fact that companies say they are spending more than ever on improving customer experience (CX). So what’s going on?
Customer Experience Demands Outstrip Improvements
In today’s interview Bruce Temkin, long-time customer experience researcher and co-founder of the Customer Experience Professionals Association (CXPA), says the gap is increasing because customer expectations are growing faster than many companies can keep up with.
And, unfortunately for many businesses, social media means that dissatisfied customers have more impact on public perception than ever before. (On the positive side, so can happy customers.)
Get your FREE Transcript Now!
Why An Engineer Tapped His Softer Side & Became a Leading Customer Experience Advocate
Bruce Temkin has long been associated with customer experience improvements, something that many senior executives still consider too “soft” to be a focus for investment dollars. So I was a bit surprised to hear that he started his professional life as an engineer.
When I interviewed him last week at the Customer Experience Strategies Summit one of the things we discussed was how to make the case for customer experience when talking to seriously analytical, left-brain thinkers.
Digression: Actually, recent research suggests that the left-brain, right brain theory was wrong, but it still seems to be true that many people have a preference for heavy duty analytical thinking versus artsy, free-flowing, creative thinking.
The fact is, like the brain, which performs at its best when both sides are engaged, customer experience improvement works best when you blend analytical, process-based improvements with “softer” skill development such as people skills and leadership.
You want to start persuading executives of the importance of CX improvement using whatever type of argument fits best with their natural style, but ultimately your success within your organization rests with getting both sides involved.
And the arguments for CX improvement, even in a recession, are compelling. In a recession it is more important than ever that you retain the customers you’ve already got, and great CX is the best way to do that. Not only does it keep you going through the tough times, it will leave you well positioned to thrive in a year or two when the recession ends. Your competitors will be limping, having failed to invest in the things that matter most to customers, and you’ll be so far ahead it will be tough for them to catch up.
Other Takeaways for Customer Experience Improvement
Hire Happy People
It is hard to be empathetic with your customers if the staff talking to them are unhappy with their own lives.