Happy Campers – Customer Satisfaction & What it Means for Your Business Happy Campers – Customer Satisfaction & What it Means for Your Business

In a recent survey, consumers were asked about important factors in deciding whether or not to do business with a certain company. 98% of respondents said that customer experience was among the top 3 factors.

Investing in customer satisfaction has the potential to produce enormous dividends. In this graphic, we’ll briefly cover customer satisfaction, what happens when you get it wrong, what happens when you get it right, and what you can do about it.

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http://blog.kissmetrics.com/happy-campers/

In a recent survey, consumers were asked about important factors in deciding whether or not to do business with a certain company. 98% of respondents said that customer experience was among the top 3 factors.

Investing in customer satisfaction has the potential to produce enormous dividends. In this graphic, we’ll briefly cover customer satisfaction, what happens when you get it wrong, what happens when you get it right, and what you can do about it.

Happy Campers - Customer Satisfaction & What it Means for Your Business

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HOW TO: Use Social Media to Create Better Customer Experiences

Maria Ogneva is the director of social media at Nimble, a social relationship management solution that transforms your entire community into business opportunity by leveraging the best of customer relationship management, social media and communication tools. You can follow her on Twitter at @themaria or @nimble, or find her musings on the company blog and her personal blog.

It’s no secret that customer experience is one of the cornerstones of an effective business strategy. In all honesty, it should have been all along, but many companies chose to hide behind corporate walls and only talk to customers when it was convenient for them instead of when the customer needed them. There’s no need to belabor the point that social media has put customers in the driver’s seat. However, companies don’t need to live in fear of the next Kevin Smith or Nestle Fanpage episode. They just need to fix their customer experience to ensure that products and services actually do what they’re supposed to do and the company’s support and service are actually helpful.


Maria Ogneva
http://mashable.com/2011/01/02/social-media-customer-experience/

Maria Ogneva is the director of social media at Nimble, a social relationship management solution that transforms your entire community into business opportunity by leveraging the best of customer relationship management, social media and communication tools. You can follow her on Twitter at @themaria or @nimble, or find her musings on the company blog and her personal blog.

It’s no secret that customer experience is one of the cornerstones of an effective business strategy. In all honesty, it should have been all along, but many companies chose to hide behind corporate walls and only talk to customers when it was convenient for them instead of when the customer needed them. There’s no need to belabor the point that social media has put customers in the driver’s seat. However, companies don’t need to live in fear of the next Kevin Smith or Nestle Fanpage episode. They just need to fix their customer experience to ensure that products and services actually do what they’re supposed to do and the company’s support and service are actually helpful. Leer más “HOW TO: Use Social Media to Create Better Customer Experiences”

Touchpoints Bring the Customer Experience to Life

In the first two pieces in this series we looked at defining customer experience, and using a customer journey map to gain more insight into how customers engage with your organization. A customer journey looks at things entirely from the customers’ point of view:; their actions, goals, questions, and barriers over time. In this installment we’ll look at a framework for understanding how your organization supports the customer throughout that journey. This is accomplished by orchestrating touchpoints — a touchpoint being any interaction point between the customer and your brand.

Being creative with how you think about the touchpoints along the customer journey can yield surprising benefits. For example, in the car insurance customer journey, one of the stages — if you’re unlucky — is getting in an accident and having to report a claim. With most insurance companies this is a complicated and poorly-defined process that takes place at a traumatic time.


by Adam Richardson
http://blogs.hbr.org/cs/2010/12/touchpoints_bring_the_customer.html

In the first two pieces in this series we looked at defining customer experience, and using a customer journey map to gain more insight into how customers engage with your organization. A customer journey looks at things entirely from the customers’ point of view:; their actions, goals, questions, and barriers over time. In this installment we’ll look at a framework for understanding how your organization supports the customer throughout that journey. This is accomplished by orchestrating touchpoints — a touchpoint being any interaction point between the customer and your brand.

Being creative with how you think about the touchpoints along the customer journey can yield surprising benefits. For example, in the car insurance customer journey, one of the stages — if you’re unlucky — is getting in an accident and having to report a claim. With most insurance companies this is a complicated and poorly-defined process that takes place at a traumatic time. And for insurers it is also a time of risk because a significant number of claims are fraudulent — the accident never happened. Progressive Insurance rethought this step of the journey and introduced a new touchpoint — their now-famous white vans show up at the scene of the accident as soon as it’s reported. This helps the customer feel taken care of at a stressful moment, and it minimizes the possibilities for fraud because the accident can be verified. (I’m endebted to Frances X. Frei, who wrote about Progressive in this HBR article, and revealed the insights about the dual benefits of its operational choices.) Leer más “Touchpoints Bring the Customer Experience to Life”

Five Companies that Fix their Story to Inspire Service

Branding as a strategy means little if the customer experience is not there. If your story doesn’t align with what you do, all of the clever tactics you can come up with to follow your lofty goal will not make the cut.
Unless you can fix your story by inspiring a culture of service from the inside. You instill a belief as well as make an example of behaviors to follow throughout the organization. You know that this cannot just be a grassroots effort, it needs to come all the way from the top.


Branding-logo

Branding as a strategy means little if the customer experience is not there. If your story doesn’t align with what you do, all of the clever tactics you can come up with to follow your lofty goal will not make the cut.

Unless you can fix your story by inspiring a culture of service from the inside. You instill a belief as well as make an example of behaviors to follow throughout the organization. You know that this cannot just be a grassroots effort, it needs to come all the way from the top.Which companies are doing that today? Here’s five that fix their story to inspire service: Leer más “Five Companies that Fix their Story to Inspire Service”