Customer Service Week 2024 Recap!

-


Summary:

Customer service week is about celebrating the people performing customer service.
  • - Frontline employees in contact centers, dispatch, and field are the true heroes.
  • - A customer-centric culture is crucial for a company's success.
Importance of handling customer service moments
  • - Customer service interactions define company's character
  • - Every role, from agents to technicians, plays a crucial part in enhancing customer experience
Friction in customer service decreases loyalty
  • - Robotic and monotonous service decreases customer loyalty and satisfaction.
  • - Net Promoter Score is important to measure customer perception and loyalty.
Frictionless customer experience is crucial for trust and loyalty.
  • - Customers should not have to call back for updates on their appointment.
  • - Meeting the customer where they are and how they want to communicate is essential.
Customer disloyalty equals bad for business
  • - Complex processes for customers lead to disloyalty and bad experiences.
  • - Identifying and correcting drivers of disloyalty are crucial for customer retention and satisfaction.
Emotions and endings shape customer experiences
  • - Customers remember experiences based on emotions and endings, not logic.
  • - Ensuring positive peak experiences and good endings can create loyal customers.
Prioritize customer service as a competitive advantage
  • - Improving customer service can help you win more customers than lose
  • - Customer service is a tool that you can control and improve in your industry
Delivering customer amazement is key for great service
  • - Customer amazement is a foundational concept for Shep in customer service.
  • - Three ways to be amazing for customers, including internal customers, are crucial for success.
Consistency is key in meeting customer expectations.
  • - Consistently meeting customer expectations leads to customer satisfaction and loyalty.
  • - Being above average all the time is achievable through consistent performance.
Consistency is key in customer service.
  • - Consistency ensures a positive customer experience with a brand or company.
  • - Inconsistency can lead to confusion and dissatisfaction among customers.
Impact of AI on customer service perception
  • - Customer service perception has been declining year over year since before Covid
  • - AI and bots make processes more efficient, but customers value emotional connection
Customers prefer talking on the phone for both urgent and non-urgent issues
  • - 62% of Millennials and 75% of Gen Z customers prefer talking to a human call center agent for urgent and non-urgent issues.
  • - For non-urgent issues, the preference for phone support is surprising as some customers may prefer live chat or online appointments.
Preference for human interaction over AI in customer service
  • - 77% prefer human interaction with AI in the background
  • - 39% find chatbots worse than interacting with a human
Customer service complements customer experience
  • - Customer service is a crucial part of the overall customer journey
  • - It starts with how customers first hear about the company and sets the tone for the relationship
Customer satisfaction is short-term and not a good indicator of future usage.
  • - Satisfaction during initial contact may not reflect future usage.
  • - Net Promoter Score is a better indicator of customer retention and likelihood to recommend.
Understanding customer loyalty and satisfaction metrics
  • - Importance of customer loyalty score in business success
Focus on customer satisfaction metrics
  • - Customer satisfaction is about making it easy for customers
  • - Key metrics include NPS, CES, and CET
Key indicators to measure customer service performance
  • - Surveys and customer feedback are crucial for performance evaluation
  • - Other metrics like turn rate, retention rate, and customer lifetime value are also important


 

Comments

Post a Comment

Popular posts from this blog

CX Lessons From Dumbed Down RPGs (That I Still Love)

-
Image
In the fall of 1992, when Final Fantasy Mystic Quest dropped, it wasn't the bombshell SquareSoft had hoped for. Instead, it was more like a dud. Let's break it down and pull some lessons from this for the modern customer experience world. We’re going deep into this one, but we’re going to do it fast and straight. No fluff. This is the stuff you NEED to understand about your audience, and how Final Fantasy Mystic Quest misfired on all cylinders, alienating hardcore fans by trying to appeal to the masses. Think about this like your business or brand: you can’t afford to misstep when it comes to knowing your people. 1. Know Your Audience, Like Really Know Them SquareSoft thought they were doing something smart by creating a “dumbed-down” RPG for the American market. They assumed Western gamers weren’t sharp enough or experienced enough to handle the complexity of regular Final Fantasy games. So, what did they do? They made a game that was simplistic, linear, and completely void of...
Read more

AI as a Co-Pilot NOT an Autopilot

-
Image
Summary: Why use AI as a Co-Pilot - Emphasize the importance of using AI as a helpful assistant, not as a replacement for human control. AI should be a co-pilot, not autopilot - AI lacks human judgment and context understanding - Relying solely on AI for sensitive decisions is risky due to potential mistakes Treating AI as an autopilot sets us up for failure. - AI trained on biased or inaccurate data leads to potential harmful consequences. - Human oversight, expertise, and creativity are crucial in complex situations. Using AI as a co-pilot empowers informed decisions - Enhances human productivity while ensuring accountability - Risks of overdependence on AI: loss of critical thinking, ethical and social concerns AI adoption can lead to job displacement and operational risks - Job losses due to routine task automation can cause significant workforce disruption - Excessive reliance on AI can lead to operational disruptions and security risks if not managed properly AI risks include ina...
Read more

We Need to Talk About Empathy Statements

-
Image
  Summaries Generated by Merlin.  Essay: Introduction to Empathy Statements In the realm of customer service, empathy statements have become a common feature in call center interactions. However, the effectiveness of these statements is increasingly questioned, with many arguing they can often come off as disingenuous or unhelpful. This essay explores the drawbacks of empathy statements in customer service, emphasizing the need for genuine understanding and efficient problem resolution. The Problem with Empathy Statements Empathy statements, such as "I understand how you feel," are typically included in call center scripts to convey compassion. However, the reality is that these phrases can sound insincere, especially when overused. The speaker's tone and genuine engagement in the conversation are far more impactful than rote responses. Many customers calling for assistance are not seeking empathy per se; rather, they desire acknowledgment and swift resolution of their is...
Read more