AICEX: capita spesso che quando un cliente ringrazia una persona del customer service dopo un suo intervento risolutivo si senta rispondere “nessun problema”. Ma è proprio quando ti chiedono di non pensare ad un orso bianco che cominci a pensarci. In maniera analoga, di quella interazione con il customer service, al cliente potrebbe rimanere in mente solo un problema.
There’s a two-word phrase that tends to drive customer service experts, trainers, speakers, and thought leaders crazy, myself included. The phrase is “no problem”:
Customer: ‘Thank you.’
Customer service employee: ‘No problem.’
Customer service expert/trainer/thought leader: ‘ARGGH–you’re making my head explode!’
So what makes “no problem” such a problem–if, in fact, it is one? My opinion is that the literal meaning of “no problem” poses a risk that customers will wonder whether they are causing problems at your establishment, and whether they’ll be causing even bigger problems if they are brash enough to make yet another request after the one you just no-problemed.
In other words, you can’t ask people to not think about a pink elephant without making them picture such an elephant immediately. The “no” in the phrase “no problem” has zero evocative power. The “problem” has plenty. Continua a leggere “Se nel customer service dici “no problem” nascondi un problema.”
AICEX: Negli ultimi tempi l’NPS sta subendo diverse critiche, ma si tratta di uno strumento e tutto dipende dal suo utilizzo. Avere consapevolezza dei suoi punti di forza e dei suoi limiti aiuta certamente a valorizzarne l’utilizzo. In questo articolo ci sono diversi KPI molto validi da affiancare alla misurazione dell’NPS.
Measuring customer experience’s (CX) business impact is hard. It’s one of the biggest challenges in passing the CCXP exam. One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident.
Heart of the Customer has identified ten metrics and measurements you need to focus on to show the strategic value of your customer experience. You may already track some of these, and if so, you’re ahead of your peers.
We’ve broken them into three categories: business KPIs, employee-rated items, and survey scores. Not all will make sense for every company, but most will provide much better information on your current customer experience than just an NPS number. First we’ll focus on business KPIs, then we’ll analyse the others.