How to defeat customer experience analysis paralysis
Opening a communications line to your customers can turn quickly from euphoria to panic when you become overwhelmed with information which can, in turn, create strategy paralysis. But there is a way forward, says Chris Breslin.
The early stages of a voice of the customer program can be euphoric with quick wins allowing you to finally close the loop with individual customers.
We all know a satisfied customer results in better customer engagement, increased levels of word of mouth and higher retention rates. Which is a fantastic outcome in anyone’s language. But why stop there?
How can we use what we have learnt from these early wins to take us to the next level, to drive far-reaching change and really maximise the impact on our business?
The key is to understand the drivers of satisfaction or NPS® at management level and individual customer comments add colour to the metrics and an emotional connection to our clients.
We used to build sh1t in this country. Now we’re talking about this garbage. No wonder we’re going down the toilet.