"Geez...nobody is responding to our surveys. Let's send out more of 'em"
😐
🤷♂️Maybe consider something else?...
Look...we're all busy. Customers are going to choose to hit delete.
👂But that doesn't mean you should give up on hearing the Voice of the Customer
🙆♀️What about talking to the people who actually talk to the customer...who "co-build" the experience moment with the customer...who see/feel/hear what the customer is truly experiencing?
👉That's right...your front line.
Have you spent as much time, effort....money....to hear what they have to say?
And then...are you doing anything with what you hear?
🙄If not...yeah, go ahead...send out another survey. That should work
🧻UX and Toilet Paper?
🧻UX has come to toilet paper.
Come on Rick, I thought you talked about real CustomerExperience. Well…
💭So…I was in the Palace of Thinking (as many of you are when in this same place) and realized…
🧻UX has come to toilet paper…
📏For my entire life, I’ve seen toilet paper with a flat tear line. It kinda works but not perfectly when you’re using one hand.
(Yes…I know you TOO use your phone in this Palace Of Thinking.)
I looked at the roll and realized…a WAVY tear line. Hmmm…wonder why they did that?
😻Yup…it’s a perfect tear every time…even one handed so I don’t miss an important message (or the next best cat video)
🙈I can only imagine the customer research behind this ProductDesign…no wait…I’m not going to imagine it.
👀UX is everywhere.
How to get your 2022 VOC goal setting wrong...and how to do it RIGHT!
Ah…January…the month of goals & aspirations
Who would purposely choose a goal that ensures the wrong outcome?...🤔
Well…if you hear (or…<gasp!>…say) this next sentence, it’s time to get your “fight or flight” on…
“We will raise our NPS (or CSAT, or CEF, or RYS, or TMI, or TLDR) score by X%”
😲
no. No. NO!
Don’t DO this!
😡
Ok ok. That’s actually not 💯 horrible…IF…and only IF…it’s intended to be a way to measure some other goal…some other initiative.
Raising a score simply to raise a score is worthless. (Well…maybe not to your annual bonus but that’s a completely different topic!)
Using a score to evaluate your progress on how well you are…
LISTENING to your customers…
AND then ACTING on what you learn…
Now THAT…has some value
Create a Total VOC approach. That’s where the value lives. Find out how at www.totalvoc.com
Stop Survey & Score. Start Listen & Act.
#cx #voc #customerexperience #2022Goals
Get the CX basics right before you get all trendy
😐
THIS…CX prediction
THAT…Customer Experience hot trend
THE OTHER…“Revolutionary” Customer approach
What about the basics?...👉
💰Want to get more new customers and retain the ones you have? (aka…More Revenue)
👂Listen to your customers and act on what you hear. (Want to know how?)
🏪Your front line knows your customers better than you do. Listen to & co-design with them
🙅♂️Stop offering customers your excuses. They…Don’t…Care
If you’ve nailed the basics, then sure…try that prediction and hot trend.
But if you haven’t gotten the basics right, start there.
What other basics you’d like to add to the list?