Discover Customer Experience Moments & Details | #cx
by Kate Nasser | 2 Comments »
Discover Customer Experience: From Moments & Details
To customers, customer experience is a moment, an attitude, and sometimes a detail that makes it great or horrible. As companies continue to spend time and money to discover customer experience greatness, I advise them to look at the moments and details that attract or repel customers. Here’s where to find them!
Discover Customer Experience: Moments & Details. Image by Peter Roome via Flickr.
Discover Customer Experience: Moments, Attitudes, Details
Each moment of interaction gives you a panoramic view of the customer experience. Whether it’s customers interacting with your website, live chatting with your reps, talking on the phone, or working with you face to face, this is where you discover customer experience in its pure state.
- Discover customer experience insight at the moment customers abandon your website. What detail drove them away? Pop up ads that slowed them down and annoyed them? Confusing navigation? Conflicting information and fine print? Is it just too much effort?
- Learn customer experience preferences by the questions customers ask during live chat, phone, and face to face. Yet you only learn it if you have empowered reps who have a mechanism and a voice to effect change from what they discover.
- Discover customer experience reality when your reps’ attitudes focus on your company procedures and profit and not the customers’ needs and desires.
Discover customer experience truth from any moment — that every customer wants the experience to be easy. This is why customer effort score has become one of the key customer experience metrics that companies now use. Small businesses often assess it through direct observation. Larger enterprises use more complex mechanisms. Yet they all discover customer experience in the moment, attitudes, and details of customer effort.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
24 Tips to Make Customer Experience Easy & Valuable
©2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
Engage in people skills learning!
Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.
I was just talking to someone about what makes me abandon a shopping cart…. when I purchase something for $20 and the shipping is $15, it’s hard to continue with the purchase. I’d rather have an opportunity to buy more and reduce shipping costs but need to know about that before point of purchase.
I agree, there are many points to measure the customer experience and I wish that more companies would take the intiative and invest the time and money to do it. Companies that make doing business with them easy, make me not only want to return but also tell everyone I know.
Thanks, Kate!
Alli
That’s a great example Alli. I have abandoned shopping carts for that very reason! There are some site that let you estimate shipping before you get to the point of purchase. Such a help.
Thanks for adding that example to this discussion.
Best,
Kate