Customer Experience Archives

Virtual Reality and its Impact to the Future of Businesses

For today’s edition of #futurefridays let’s talk about Virtual Reality, and how it will change the Future of how Businesses operate today.

Have you ever been in a situation where you were trying to choose a resort to go to for your vacation, and you made your decision based on the pictures you saw?

What if there was a way to “try before you buy” by way of virtually immersing you into the resort, so you can experience what it’s like being there first-hand. Would that make your decision-making faster?

That’s what Virtual Reality can do for you. And it has many more use cases other than that.

Join me as we explore what Virtual Reality is and how it can be helpful in changing the way we do things within and around your business.

Let’s start with a video that defines what Immersive Technology like Virtual Reality is, and some examples of how it applies in the world today.

I Bet You Didn’t Know the Difference between a Customer and a Stakeholder

Some people use the terms Customer and Stakeholder interchangeably. But I would like to argue that they are different.

So for today’s #wisdomwednesdays I will simply draw the line and differentiate the 2.

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How to Become Good at Solving CSAT Problems for Contact Centers

It’s #wisdomwendesdays so it’s time to share some of my knowledge.

If you’ve ever been tasked to solve Customer Satisfaction or Customer Experience problems for Contact Center Operations, didn’t you ever wish there was some sort of industry standards document that you can refer to and see what the rest of the industry is doing, what standards they are implementing in terms of stuff like metrics, forecasting, performance management, and so forth?

Well, lo and behold, there is one. And this will be a great starting point and reference for you to be able to solve Customer Experience related problems.

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The Best Way to Hire for Good Conversation Skills

Have you ever experienced being part of the management team in a customer contact or any customer-facing environment?

If so, you very well know that one of the most important metrics is Customer Experience.

Now how many times have you been in a situation where the biggest pain point in your team was poor conversation skills?

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5 Stupid Things People Do that Impact Customer Satisfaction

These are things that may have been going on under your noses and you probably never noticed.

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How to deal with Irate Customer Escalations

Have you ever been the recipient of an escalation, where the customer is completely flustered, angry, and irate?

What was it like dealing with situations like that? Stressful isn’t it?

What about your colleagues, how do they deal with similar situations? I’m sure you’ve heard them go through the endless apologies to try and appease the customer.

But the thing is, customers are not after your apology. That wouldn’t do anything for them, and it will not get them closer to achieving what they want.

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How to improve CSAT with The Recap and Closing Question technique

This is one of my favorite techniques that always yields great results when it comes to moving the needle on CSAT.

I call this The Recap and Closing Question technique. Let’s talk about how it works.

Imagine you have a customer – Vincent, who was calling to about a negative experience during his previous call.

He might go and say:

“First I want you to investigate why the person I am complaining about gave me a false promise. I want an email update to be sent to me regarding that.

Second, I want you to tell me what the situation really is, why things are not progressing based on the agreed timeline.

Lastly, I don’t want to go out of my way to proactively reach out to you again to follow-up. I want you to contact me at this time of the day, any day this week, to give me an update.”

Take note of what your customer said, and work on addressing those. Most importantly, do the Recap and Closing Question technique to wrap up everything that was discussed, and ensure the best chances of getting a high CSAT score.

For instance, you can recap by saying:

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The 4 Proven Building Blocks for Best-in-Class Customer Satisfaction

Do you work in the contact centre or call center industry? Are you looking for ways and means to improve your CSAT or Customer Experience scores?

If you answered yes to any of the questions above, then this article is meant for you, as I will share with you the 4 crucial building blocks on how to improve customer satisfaction.

Hint: It’s not just about Empathy and Rapport. If you do any sort of customer service, then it is assumed that you are already doing proper Empathy and Rapport. The strategies I’m about to share with you extend beyond that.

For over 10 years, I have used these strategies with great success, regardless of whether your service center is in-house, or a BPO.

My objective in sharing this is to help make this world a better place. Imagine a world where everywhere you go or anyone you speak to, you’ll be treated with excellent customer experience.

I hope that this article would bring value to you as a reader, and that you implement some of the best practices indicated below, as applicable to your organization, so that you, your children, and the next generations can experience a world filled with great customer experience.

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