Excellent Customer Experience as an Expectation: Trends in 2023

Contributed Article by Liza Smyth, SVP of Customer Experience for Formstack

With an economic downturn on the horizon for 2023, customer experience is paramount. A positive customer experience drives customer loyalty, leading to retention and, ultimately, a stronger bottom line. According to McKinsey, improving customer experience is the fastest-growing priority for surveyed customer care leaders.

Let’s look at how we expect customer experience to evolve in 2023 and how it will impact forward-thinking organizations.

Keeping pace with customer expectations in 2023 

In the coming year, companies will continue to focus on customer experience, but must also keep up with heightening customer expectations amid stiffer competition. Because of the last few years of digital-first experiences driven by the pandemic, customers now increasingly expect personalized interactions and a secure, seamless buying experience that intuits their needs, regardless of the channel they choose to make a purchase.

An exceptional customer experience is a key factor in your organization’s competitive edge. In fact, 73% of surveyed customers said that experience was a driving factorin their purchasing decisions. Exceptional customer experiences keep customers coming back, and retaining existing customers is essential during times of economic turmoil when new customers are difficult to come by.

Look at the customer experience holistically 

In 2023, the responsibility of customer experience will be shared across the company — from tip to tail, every segment of an organization will play a role in improving the customer experience. Ensure your departments are communicating with each other to deliver the most unified experience, as 85% of customers expect cohesive interactions across departments, according to Salesforce data.

But how do you know if you’re improving your customers’ experiences? The best way to measure CX is to listen to your customers. Customer satisfaction surveys will clarify what you’re doing right while allowing customers to provide feedback. These results will let you dig deeper into what is working and identify pain points to address. This information can help you recognize any silos to break down between departments, which will ultimately improve interdepartmental communication and the comprehensive customer experience.

Invest in digital transformation 

Digital transformation’s second wave will bring humans into the digital experience. This is crucial, as 82% of surveyed Americans said they want more human interaction in their customer experience. Even as digital transformation becomes more commonplace, the human touch is still integral to customer satisfaction.

The most forward-thinking organizations will invest in digital transformation even with the forecasted economic uncertainty. The shift to digital will determine how to personalize experiences, anticipate customers’ needs, and offer a smooth customer experience from start to finish, overall increasing value for the customer and strengthening customer relationships — a result that 72% of surveyed leaders said they expected from a digital shift. Strong customer relationships are linked to improved retention and increased loyalty, both of which will play a part in where consumers decide to spend their money during 2023.

In the coming year, vendors will commence this next wave of digital transformation by using different channels and forums to communicate with customers. Using multiple channels for communication will lead to better data to analyze to identify key insights. Using this data, you can more effectively fulfill customers’ needs and facilitate seamless, intuitive self-help. This pivot to digital will contribute to improved customer experiences.

As the importance of customer experience continues to trend upward, businesses will increasingly look to differentiate themselves through their offerings. The smartest organizations will look at the customer experience as a whole to better unify experiences, while also investing in digital transformation to personalize experiences and assume customer needs in 2023 and beyond.

Top Customer Service Trends to Follow in 2023

Contributed Article by: Wanda Lafond 

There are a lot of changes happening in customer service, which often make you feel one step behind. To stay ahead of the curve, you should stay up to date on the latest customer service trends. This way, you will be able to resolve customer issues faster and avoid long wait times. So, what are the top customer service trends to watch out for in 2023? 

If you are working in the customer service industry, then you know that it is essential to keep up with the latest trends to keep your customers happy. By understanding the latest updates and integrating them into your business processes, you will be able to provide better service to your clients and keep them coming back. Let’s look at some of the top customer service trends that are going to be in play by 2023.

What Is the Future of Customer Service? 

Customer service has been around for a long time, and it is going to continue to be a vital part of the business world in the years to come. Let’s look at the key trends that will shape the future of this area:

1. Increasing Customer Satisfaction 

Customer satisfaction is important. It can have a big impact on company morale. To increase customer satisfaction, you need to focus on four key areas:  

• Communication. Make sure that your team is well-versed in all the different channels they use to communicate with customers. It includes email, social media, phone calls, and live chat. Make sure that these channels are used effectively and filled with high-quality content so that your customers always have a positive experience when dealing with you. To ensure that your written material is of the highest quality, you can consult the Best Essays Education professionals;
• Service delivery. If something goes wrong with your customer’s order or experience, make sure that you take care of them as quickly as possible. You should also offer discounts or other incentives in cases where service is delivered quickly and without any problems;
• Product quality. It means ensuring that your products meet or exceed expectations in terms of quality, performance, and aesthetics. You should also inspect your products regularly for any potential defects so that you can address them immediately;
• Satisfactoriness. If your customers are happy with what they have bought from you, then they are likely to come back again and again.  

2. Investing in Technology and Analytics to Help Manage Customer Interactions 

Technology can help you automate your processes, track and analyze customer interactions, and optimize your customer experience. Analytics can help you identify patterns and trends in your data so that you can make better decisions about how to serve your customers.

3. Focusing on the Emotional Well-Being of Customers 

Customers today are often hypersensitive to even the slightest hint of unhappiness or dissatisfaction. If you are not catering to their emotional needs, then you are losing a significant part of your potential customer base. Make sure your customer service policies and procedures reflect this by emphasizing emotional support and feedback.

4. Offering Customer Loyalty Rewards Programs 

Today, many customers are more likely to switch back and forth between different brands or providers, depending on the deal that’s available at the time. Make sure you offer customer loyalty rewards programs that keep them coming back to your business.

5. Responding Quickly to Complaints and Issues

Customers today are very quick to complain and issue complaints. Make sure your team is trained to handle customer complaints quickly and efficiently so that you can resolve any issues as soon as possible.

6. Increased Use of Artificial Intelligence (AI) Technologies 

AI has many advantages when it comes to providing customer service, such as being able to process large amounts of data quickly and accurately. Use AI technology to improve your overall customer experience by automatically detecting issues and suggesting solutions.

7. Supporting Customers Through Digital Channels 

Customers today have a wide range of channels through which they can interact with businesses. They are expecting these channels to be supportive and helpful.

Make sure your team is trained to use all available digital channels to communicate with your clients. Try to respond quickly to any inquiries or complaints they may have.

8. Prioritizing Mobile Customer Service 

More than half of all consumer interactions today take place through digital channels, including mobile devices. Therefore, your team must be ready to provide quality mobile customer service whenever and wherever customers need it most.

9. Implementing Bots to Improve Customer Interactions

Bots are computer programs that interact with people online. They can be used to improve customer interactions by automating simple tasks, such as responding to customer emails or issuing refunds. By using bots in your customer service strategy, you can save time and hassle for both you and your customers.

10. Building Trust with Sincere Data Privacy 

In today’s world, customers are increasingly wary of data privacy. Make sure you take measures to build trust with your customer base by being transparent about how and why you collect data. Doing so will help reassure customers that their information is safe and secure while also helping you improve your overall customer experience.

11. More Virtual Assistants and Video Content

As customer service becomes increasingly digital and automated, customers are looking for more virtual assistants and video content to help them with their interactions. Make sure you invest in technology that can provide this type of support so you can keep your customers happy and loyal.

12. Focus on Voice Biometrics 

Voice biometrics is a technology that uses voice recognition to identify individuals. It has the potential to improve customer experiences by automating tasks such as issuing refunds or responding to customer questions. By using voice biometrics, you can ensure that your customers are always greeted with a genuine and friendly tone.

13. Self-Service and Live Agent Deflection 

To keep customers happy and engaged, it is important to provide them with a self-service option and live agent deflection. Self-service allows customers to interact with your customer service team without the need for human interaction.

It can be especially helpful in cases where automated processes fail or when customers have complex questions. Live agent deflection enables you to redirect customer queries away from living agents and towards self-serve options, which will speed up the process and prevent delays.

Self-service also includes the ability to find the necessary information on your company’s website. It must be clear and concise. Visit writing services such as Trust My Paper for assistance in making your guides look professional.

Conclusion 

By now, you must have understood that customer service is going to be one of the most important things in your business operations. To stay ahead of the competition in your business niche, it is best if you keep track of emerging trends and where customer service stands today.

In 2023, expect a lot more personalized approaches toward improving customer satisfaction levels. Embrace these new trends and turn them into opportunities for growth!

7 Common Mistakes To Avoid In Your Customer Satisfaction Surveys

Contributed Article by Katie Pierce

Customer satisfaction surveys are an important tool for businesses to gauge how they are doing and identify areas for improvement. These surveys are completed by customers, and this makes them great indicators of whether you’re providing a useful service. They allow you to gather real-time responses and feedback from your audience in a non-invasive way and can give you deeper insights into the way you operate your business.

Whether you’re sending out your customer satisfaction survey for the first time, or doing a quarterly review, it’s important to keep in mind the best practices when it comes to conducting these surveys. However, surveys can also be tricky to design and administer. In this blog post, we’ll explore seven common mistakes businesses make when administering customer satisfaction surveys, and how to avoid them. 

Customer Satisfaction Survey Quality

Customer satisfaction surveys are a useful tool to solicit feedback from customers. However, the quality of these surveys can vary greatly. In order to get the most accurate and useful results, there are a few things you can do to improve the quality of your customer satisfaction surveys. 

Avoiding Customer Satisfaction Survey Mistakes

One of the best ways to improve the survey quality and get more useful feedback is to avoid making mistakes in their design. By avoiding some of the most common mistakes, you can improve your outlook on customer feedback and boost the success of your marketing campaigns.

Here are seven common mistakes to avoid when designing a customer satisfaction survey:

1. Not Defining Your Goals 

The first mistake businesses make is not defining their goals for the survey. What do you want to learn from your customers? What areas do you want to improve? Without a clear goal, it will be difficult to design an effective survey.

What are Defined Goals in Customer Satisfaction Surveys?

In order for customer satisfaction surveys to be effective, businesses need to have clear goals for what they want to learn. Without a clear goal, businesses may end up with survey results that are difficult to interpret or use. 

Set definite survey goals. By defining your goals before you create your customer satisfaction survey, you can ensure that you get the information you need to improve your business.

2. Asking the Wrong Questions

When you’re trying to gather information about your business, it’s important to ask the right questions.    

• Avoid asking too general questions. Questions that are too broad won’t give you the specific information you need to grow your business. 
• Avoid double-barreled questions. Be sure to avoid questions that can be interpreted in multiple ways.  

Ask specific questions. Instead, ask identified or clearly defined survey questions that will give you the best possible responses and information you need to make the necessary changes.

Survey Data Quality Protection

To ensure reliability and accuracy in your survey responses and data, it is important to ask the right questions and take measures in protecting the quality of your survey data. 

Implement data security. By implementing some data quality protection, you can be confident that the results of your survey are accurate and reliable. This entails everything from designing questions that are clear and concise to taking measures to safeguard the data from error and bias.

3. Not Reaching a Representative Sample 

If you do not reach a representative sample, it can lead to inaccuracies in your survey results. This is just one of the potential issues you may face. If your survey only includes a small number of people, it’s not going to be representative of the whole population. This means that your results could be skewed, which isn’t helpful if you’re trying to make decisions based on those results.

Reach the Right Customer Demographic

If you’re only sending your survey to a small group of people, you’re not going to get as many responses as you would if you sent it to a larger group. This means that your results may not be as reliable as they could be. 

Customer demographic affects survey data quality. If you don’t reach the right customer demographic, you could end up with inaccurate, biased, or low response rates. Keep this in mind when designing your survey and make sure that you’re reaching the right people.

4. Neglecting Survey Data Analysis

One of the most important ways to gauge customer satisfaction is through surveys. However, it is not enough to simply collect this data – it is also essential to analyze it and use it to improve your business. 

Survey data analysis helps find vital information. If you do not take the time to analyze your customer satisfaction data, you will miss out on important insights that could help you make your business more successful.

Why is Survey Data Analysis Crucial?

There are several reasons why analyzing customer satisfaction data is so important. Here are a couple of them: 

• Helps identify areas for improvement. First, it can help you identify areas where your business needs improvement. Maybe customers are unhappy with your product quality, or maybe they are dissatisfied with your customer service. By analyzing survey data, you can pinpoint the areas of your business that need the most attention.
• Helps track progress. Second, analyzing customer satisfaction data can help you track your progress over time. You can use this data to see if your efforts to improve customer satisfaction are actually working. Are your customers becoming more satisfied with your business? Or are they still unhappy? By tracking your progress, you can adjust your strategy and make sure that you are actually making progress towards your goals. 

5.  Survey is too long

If the customer satisfaction surveys are too long, customers may become frustrated and less likely to complete them. There are a few reasons why long surveys can be problematic.  

• Long surveys are time consuming. First, customers may not have the time or patience to complete a lengthy survey. 
• Long surveys can be tedious. Second, long surveys can be repetitive and boring, which may lead customers to provide less accurate information. 
• Small sample size. Finally, businesses may have difficulty getting useful data from long surveys due to the small sample size of respondents. 

How Long Should a Customer Satisfaction Survey Be?

When designing a customer satisfaction survey, it is important to balance the length of the survey with the amount of information you want to collect. They should be long enough to get meaningful data, but not so long that they become a nuisance for customers.

6. Not Acting on the Results

Customer satisfaction surveys are an important tool for businesses to gauge their level of performance. It is crucial to take action based on the survey results, as ignoring them can lead to negative consequences.

How Does Taking Action on Feedback Affect Customer Satisfaction? 

• It shows that you value your customers’ opinions. Acting on these results shows customers that you care about their experience and are willing to make changes to improve it. If you do not act on the feedback, customers may think that you do not value their input and that you are not interested in making improvements.
• It helps improve customer experience.  Also, taking action based on the customer satisfaction survey results can help you to identify problems with your business. If you see that there are consistently low scores in certain areas, you can take steps to address these issues. This can help to improve the overall customer experience and make your business more successful. 

7. Failing to follow up with customers after the survey

It is not ideal to fail to follow up with customers after the survey, as this conveys a lack of concern for their feedback or experience.  

• Failing to follow up can lead to negative feelings. This can foster feelings of mistrust and resentment, which can damage the relationship between customer and company. 
• Increased customer churn rate. Furthermore, failing to follow up can also lead to customer churn, as customers may feel that their feedback is not valued and may take their business elsewhere. 

Why are Survey Follow-Ups Important?

It is important to follow up with customers after the survey to ensure that they had a positive experience and to thank them for their feedback.  

• Shows appreciation for cooperation. First, they show that you appreciate the time that your respondents have taken to complete the survey.
• Helps clarify questions. Second, they give you an opportunity to clarify any questions that may have come up during the survey.
• Helps build healthy customer relationships. And finally, follow-ups give you a chance to build a relationship with the customer and continue to gather valuable feedback. 

Implement effective survey measures. Additionally, following up with customers through an effective customer health score system shows that you value their input and want to make sure that their needs are being met. By not following up with customers, you are missing an opportunity to improve your relationship with them and to gain valuable insights into their needs.

Conclusion  

Customer satisfaction surveys can be a valuable tool for businesses if they are performed correctly, but there are a few common mistakes that can reduce the usefulness of the results. To avoid these pitfalls, make sure to design your survey carefully and implement effective measures that will help you obtain the best possible data. With a little effort, you can collect valuable feedback that will help develop your business.

10 Useful Customer Service Techniques that Will Make Customers Love You

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Contributed Article by Wanda Lafond

Customers are your business’ lifeblood and you should ensure you know how to service them the right way to keep them coming back for more. The issue is that keeping customers happy and satisfied all the time is challenging nowadays. Discover the best customer service techniques to help you solve the problem and make your customers love you.

If you run a business, you know that customer service is key. Unfortunately, not all businesses are created equal when it comes to customer service. Some are downright terrible, and it can be hard to get your customers back. If you want to keep your customers happy and loyal, you need to invest in good customer service techniques. Let’s look at the top ten customer service techniques that will make your customers feel loved and appreciated.

Great Customer Service Tips to Improve Your Customer Satisfaction

To be successful in eCommerce, you must put in a lot of work. Attracting new customers and keeping them loyal to your brand is difficult, but it is well worth the effort.

Not every company can do it, and it is an exciting opportunity for you to surpass your competitors and achieve even greater levels of success. And the best customer service tactics will assist you in doing so.

#1. Be Authentic in Customer Interactions

Being authentic will allow your customers to see how much you care about them and the relationship that exists between you two. It builds trust and strengthens the connection between the two of you.

It creates a positive feedback loop where customers are more likely to return and recommend your products or services to their friends. Here is how to be authentic: 

• Be transparent. Let your customers know what is going on behind the scenes, share relevant information that might help them understand better what they buy or use;
• Listen carefully. Pay attention to what your customers say and reply with respect. Avoid making assumptions or giving patronizing answers because it will frustrate people;
• Be prompt and responsive. When something goes wrong, be quick to resolve it as best as possible. It will build trust between you and your customer;
• Treat customers with respect. Everyone deserves to be treated fairly and with respect, no matter their age, gender, or nationality. 

#2. Manage Customer Expectations

Your customers have certain expectations about how you will treat them. Familiarize yourself with them and manage them well to create a positive customer experience. Here are some examples of what customers might want: 

• Customers expect timely responses from your team;
• They want quality products that meet their needs; 
• Customers want to feel valued and important, even when they are not spending money with you;
• They want to know how you will resolve any problems that may arise. 

#3. Make it Easy for Customers to Get Help

Trying to solve a problem on their own can be frustrating to your customers, especially if it is something they are not very familiar with. So, you should provide clear and concise instructions on how customers can get help from your team when they need it. 

• It will help curb the number of complaints and support requests and make customer service easier for everyone involved. For example:
• If a customer needs assistance logging in or using their account, provide step-by-step instructions on how to do so;
• If a customer has trouble using his order, provide clear directions on what he needs to do to get his purchase processed;
• If a customer has questions about his account or billing, be sure to have detailed explanations available for him. 

#4. Offer Omnichannel Support

As customers become more accustomed to using various technologies and platforms, your business should offer omnichannel support. It means you should be available in different ways, whether through phone or online chat so that your customers can get the help they need from whichever source is most convenient for them. For example: 

• If a customer calls your business during regular operating hours, be sure to answer his questions;
• If a customer contacts you via email or social media, respond as quickly as possible. 

#5. Treat Customers Like Royalty

When it comes to customer service, it is important to always treat your customers with respect. It means you should not belittle them or make them feel like they are inconveniencing you. Remember, they are the ones who have put their trust in you and deserve nothing but the best from your team.

#6. Learn How to “Manage” Distraught People

It can be tough to deal with upset customers, but you must be up for the challenge. You should be able to handle disappointment gracefully and provide support where needed. Here are some tips on how to do so: 

• Offer a sincere apology if something goes wrong;
• Explain what happened in as much detail as possible;
• Answer all questions the customer may have.

#7. Treat Complaint Cases “Personally”

When customers file complaints, it can feel like they are attacking your business. Try to stay calm and avoid responding aggressively. Instead, take the time to treat their complaint “personally.”

It means you should listen to the customers’ complaints attentively, carefully assess the situation, and address the concerns they have. By doing so, you will show them that your business values customer feedback and takes it seriously.

If you deal with foreign customers, solving their issues may become a serious obstacle. Luckily, there are many writing services and some of the best translation service websites that may come in handy for the success of your business efforts.

#8. Create Memorable Customer Experiences

One of the best ways to boost customer loyalty and satisfaction is to create memorable experiences. You need to focus on offering your customers unique products or services and providing them with top-quality service. By doing this, you will guarantee that they will come back time and time again.

#9. Always Send Personalized Messages/Replies

When a customer contacts your team, you must send them personalized messages or replies. This way, they will always feel like you are taking the time to listen to them and address their concerns. It will help you build trust and improve customer satisfaction overall.

#10. Offer a Lenient, Straightforward Refund Policy

When a customer is unhappy with his purchase, it can be hard to take that criticism. To ease the pain and protect your business’ reputation, consider implementing a straightforward refund policy.

The customers should be able to return items without any hassles or questions asked. By doing so, you will not only appease dissatisfied customers but also build trust and loyalty among your followers.

Conclusion

As a business, you should provide excellent customer service. It entails being available whenever and wherever your customers require you to be, and being proactive and prepared to solve their problems as soon as possible. To meet your customers’ needs, you should be courteous and open. Start implementing the above-mentioned strategies to make your customers happy today and keep them coming back for more tomorrow.

What They Say When They Think You’re Not Listening

GlassesUSA, when it comes to customer service, you get whatever is worse than F. You don’t get a B for Bi**h or a C for C**t, which are two names I was called by your agents on the phone.

When it comes to customer service, I am no stranger.

I have moderated and produced hundreds, if not thousands of webinars even before webcast software existed. Yes, we actually had to fax directions to audience members.

When we started CrmXchange almost 30 years ago and discussed best practices for the contact center, three items were nonnegotiable:  

1. Treat customer with respect and the way you would want to be treated
2. Teach agents how to use technology correctly
3. Try, if possible, to solve the customer issue on the first contact 

Sounds simple enough, right? For some, yes. Recently I had very positive experiences with three companies: Spectrum, Verizon and Cablevision.  Each issue was handled on a phone professionally and quickly.  The phone was answered within 1 minute, and agents from each company solved my issue within 10 minutes. 

Enter: GlassesUSA

I have ordered many glasses from GlassesUSA over the past 5 years with no issue. Their costs are reasonable, and their customer service is typically good, that is, until last month.

I ordered two pairs of glasses; one came in wrong (both the frames and the prescription) and one pair was returned to sender. Ok, we all make mistakes. Surely, I can just get in touch with the company to get it resolved, right?

Wrong. So very wrong.

Chapter 1: 1-800-Unavailable

“1-844-244-1186 All Day Every Day 24/7” is what it says on the website, but when called, you’re referred to chat. Okay… I guess I’ll chat.

I had to chat in multiple times, each less successful than the previous attempt. Finally, exasperated, I called and talked to a sales agent, who is the only person I could reach on the phone (is anyone surprised that the revenue-generated stream is the only one that could be reached?).

The sales agent promised he would take care of the issue. He didn’t. Back to chat.

While on chat, I let them know I was an unhappy customer and had no one to talk to. The agent let me know that they no longer have agents to talk on the phone because “the chat resolves most of our issues”. Well, it didn’t.

Each chat led to an agent telling me that a different department would be “sending me an email” in a few days.

So, I took to twitter. As companies have trained us so well, when we can’t get satisfaction, we tweet.

Finally that evening, I got a call from a GlassesUSA customer service agent. Rejoice! I told the agent the issue, and he profusely apologized and ask to put me on hold.

He put me on hold.

Or so he thought.

Chapter 2: Am I being punked?

The conversation I overheard went like this:

Representative: “I have a bi**h on the phone.  She’s tweeting about us all over the internet. Can you talk to this bi**h?”

Supervisor: “I was getting ready to leave but if you need me to talk to this fu****g c**t, then I will.”

Now, I was ready to forgive “bi***h”. Let’s face it, I was frustrated, and I suppose I can be less than favorable when I get upset. But as someone in the customer service in industry for well over 20 years, I thought this had to be a prank.

I hung up.

The original rep called back to see if everything was “taken care of”.  When I told him no, that the issue has gotten worse, he said he would put me through to the supervisor’s manager.

He put me on hold.

Or so he thought. Again.

Chapter 3: Oops, I Did it Again.

The conversation went like this.

Representative: “I have a bi**h on the phone”

Manager: “It’s the person [agent] told me about. Don’t worry, I erased the recording. There is no proof of the conversation.”

Representative: “I erased my recording too”

I have since tried to link it to GlassesUSA CMO and placed a call to the CEO.  As of this time I have not heard  back.

If there are any takeaways from this story, they are these: 

1. Don’t say anything you wouldn’t want your grandmother to hear – you never know who is listening.
2. While it may be (very) challenging at times, treat customers with respect.
3. Learn the technology.
4. Provide a channel that the customer wants; not just what is saving costs for your company.
5. It is easier to resell a customer than to sell a new customer.  Not only will I never purchase from them again, I tell everyone of my experience (here!).
6. As a CEO, you are not too big to hear what a customer has to say.  Fish smells from the head down.  

GlassesUSA, when it comes to customer service, you get whatever is worse than F. You don’t get a B for Bi**h or a C for C**t, which are two names I was called by your agents on the phone.

When it comes to customer service, I am no stranger.

I have moderated and produced hundreds, if not thousands of webinars even before webcast software existed. Yes, we actually had to fax directions to audience members.

When we started CrmXchange almost 30 years ago and discussed best practices for the contact center, three items were non-negatable:  

1. Treat customer with respect and the way you would want to be treated
2. Teach agents how to use technology correctly
3. Try, if possible, to solve the customer issue on the first contact 

Sounds simple enough, right? For some, yes. Recently I had very positive experiences with three companies: Spectrum, Verizon and Cablevision.  Each issue was handled on a phone professionally and quickly.  The phone was answered within 1 minute, and agents from each company solved my issue within 10 minutes. 

Enter: GlassesUSA

I have ordered many glasses from GlassesUSA over the past 5 years with no issue. Their costs are reasonable, and their customer service is typically good, that is, until last month.

I ordered two pairs of glasses; one came in wrong (both the frames and the prescription) and one pair was returned to sender. Ok, we all make mistakes. Surely, I can just get in touch with the company to get it resolved, right?

Wrong. So very wrong.

Chapter 1: 1-800-Unavailable

“1-844-244-1186 All Day Every Day 24/7” is what it says on the website, but when called, you’re referred to chat. Okay… I guess I’ll chat.

I had to chat in multiple times, each less successful than the previous attempt. Finally, exasperated, I called and talked to a sales agent, who is the only person I could reach on the phone (is anyone surprised that the revenue-generated stream is the only one that could be reached?).

The sales agent promised he would take care of the issue. He didn’t. Back to chat.

While on chat, I let them know I was an unhappy customer and had no one to talk to. The agent let me know that they no longer have agents to talk on the phone because “the chat resolves most of our issues”. Well, it didn’t.

Each chat led to an agent telling me that a different department would be “sending me an email” in a few days.

So, I took to twitter. As companies have trained us so well, when we can’t get satisfaction, we tweet.

Finally that evening, I got a call from a GlassesUSA customer service agent. Rejoice! I told the agent the issue, and he profusely apologized and ask to put me on hold.

He put me on hold.

Or so he thought.

Chapter 2: Am I being punked?

The conversation I overheard went like this:

Representative: “I have a bi**h on the phone.  She’s tweeting about us all over the internet. Can you talk to this bi**h?”

Supervisor: “I was getting ready to leave but if you need me to talk to this fu****g c**t, then I will.”

Now, I was ready to forgive “bi***h”. Let’s face it, I was frustrated, and I suppose I can be less than favorable when I get upset. But as someone in the customer service in industry for well over 20 years, I thought this had to be a prank.

I hung up.

The original rep called back to see if everything was “taken care of”.  When I told him no, that the issue has gotten worse, he said he would put me through to the supervisor’s manager.

He put me on hold.

Or so he thought. Again.

Chapter 3: Oops, I Did it Again.

The conversation went like this.

Representative: “I have a bi**h on the phone”

Manager: “It’s the person [agent] told me about. Don’t worry, I erased the recording. There is no proof of the conversation.”

Representative: “I erased my recording too”

I have since tried to link it to GlassesUSA CMO and placed a call to the CEO.  As of this time I have not heard  back.

If there are any takeaways from this story, they are these: 

1. Don’t say anything you wouldn’t want your grandmother to hear – you never know who is listening.
2. While it may be (very) challenging at times, treat customers with respect.
3. Learn the technology.
4. Provide a channel that the customer wants; not just what is saving costs for your company.
5. It is easier to resell a customer than to sell a new customer.  Not only will I never purchase from them again, I tell everyone of my experience (here!).
6. As a CEO, you are not too big to hear what a customer has to say.  Fish smells from the head down.  

While I can’t know, I can image the type of culture at GlassesUSA that lets people think its ok to talk the way they do – then cover it up is pervasive.

While I can’t know, I can image the type of culture at GlassesUSA that lets people think its ok to talk the way they do – then cover it up is pervasive.

The 5 Latest Customer Service Trends You Need To Know In 2022

Contributed article by Wanda Lafond

Customer service has been changing rapidly in the past few years mostly due to the changing business landscape. This, of course, is the direct result of the global pandemic that forced some companies to shut down completely while others transitioned to hybrid or completely remote models of work.

Nevertheless, no matter what changes in the business world, companies need to keep up with these shifts in the industry and implement the necessary changes within their own organizations. Hence, here are the five latest customer service trends you need to know in 2022.

#1 Customer Support Delivered Through Social Media

With the rise of social media during the last decade, more and more companies started joining popular social media platforms to deliver content directly to their audiences. No doubt, social media makes it much easier to make important announcements, have product launches, and so on. Moreover, social media also provides many options for brands to go viral with their content while also establishing closer connections with dedicated customers.

Considering all of this, it was just a matter of time for social media platforms to become one of the primary channels for delivering customer support. Just a few years ago, there were still not that many businesses offering customer support on social media, but this has definitely changed. More and more businesses are offering customer support through multiple channels, both traditional and new ones such as social media.

The best part about offering customer support through social media is that it is clearly much easier to manage than some other channels. In fact, according to BrandWatch, the customer support offered through social media can be up to 12x cheaper than customer support via phone. It’s no wonder that more and more businesses are realizing that it’s a great opportunity to reduce their customer support costs and satisfy clients at the same time.

#2 Shorter Response Time and Round-The-Clock Availability

Nowadays, brands are increasingly focused on their customers. Many business decisions (including those related to customer support) directly depend on the data companies collect about their customers in an attempt to please customers in every way possible. This is probably why more and more customers now expect a much shorter response time when they send a request to customer support. On the other hand, businesses themselves are now prioritizing round-the-clock customer support availability to handle these requests.

For instance, according to Statista, 48% of consumers expect to get a response to their questions and complaints on social media within just 24 hours. This is probably why there are so many brands replying to tweets as fast as they can, especially if they see a customer complaining about something. It’s not just a way to handle the situation correctly when it’s already exposed to the public, but it’s also a way to show that they are proactive.

Another reason why round-the-clock availability is so important today is that globalization has expanded conventional notions of a target audience even for small businesses. Your customers could be located in a different time zone, so if their request needs to be processed quickly, your customer support will have to be available during irregular hours to do so. With 24/7 customer support, “irregular” hours are not even a thing because support can be delivered anytime.

#3 More Self-Service Options for Independent Customers

Even though customers have now become more demanding and expect businesses to deliver high-quality service to them, a lot of people are also quite independent in their own right and willing to take action themselves. This is why more businesses are now offering a wider variety of self-service options for customers who want to handle their own problems themselves.

On one hand, this is great for customers who want such autonomy. On the other hand, it’s also good for companies because they now have to handle fewer customer support requests with so many people doing the work themselves. For instance, one popular way to offer such self-service options is by having a knowledge base on your website rather than a simple FAQ section. A conventional FAQ section is quite limited in the amount of information it can provide, but a knowledge base with categories and good search and filtering features is perfect for customers who want to find questions to their answers themselves.

The only downside is that not every business has the time or resources to create a knowledge base like that. That’s why you can hire a professional writer from the custom writing reviews site Best Writers Online. This writer will create all the content for you after you provide them with all the necessary guidelines.

#4 Increased Personalization in Customer Interactions

As explained earlier, businesses are hyper-focused on their customers nowadays and always aim to deliver the best experiences no matter what. This is why most customers nowadays expect to see a fair amount of personalization in all the interactions they have with the brand. Not only does it show that the company values them, but it also makes the handling of requests faster.

Unfortunately, many businesses still don’t know how to create such personalized experiences which can result in customers leaving. In fact, according to Accenture, 33% of customers who cut short their relationship with a business in 2016 did so because personalization was lacking. Though this statistic is a few years old, many customers still stop purchasing from certain brands specifically for this reason even today.

So, how can businesses solve this problem? You can hire an expert writer from the writing services reviews site Writing Judge to create personalized content for your customers (e.g. emails). However, it’s your customer support team that needs to be trained to deliver better experiences to your customers when they make requests.

#5 An Automated Workflow with Increased Communication

Last but not least, one more trend evident in customer service is automation. Thanks to the newest technologies, businesses are able to use the newest digital tools to automate their workflows and increase communication with their customers. Chatbots can instantly respond to messages, automated emails can be triggered by certain customer actions, and the day-to-day activities of your customer support team can be done by programs entirely.

According to Microsoft, 30% of American consumers said chatbot interactions were “very effective” in dealing with customer support issues. That being said, chatbots still have a long way to go. Fortunately, the AI sector is rapidly developing which is why chatbots are being perfected every year and will likely be able to deliver high-quality customers support in the nearest future.

Final Thoughts  

To sum up, customer service is perhaps one of the most essential aspects of any business which is why paying attention to this department in your company is so important. Use the trends listed in this article to help you create your customer service strategy for the year and deliver high-quality experiences to your audience.

Is Customer Experience The Ultimate Marketing Tool?

Contributed article by Frank Hamilton

Advertising surrounds us everywhere. Companies have to try hard to stand out from the crowd and prove that their product or service is trustworthy to customers. Improving marketing customer experience is one of the top opportunities to turn customers into brand ambassadors, win more clients, raise brand awareness and get a competitive edge. But is customer experience the ultimate marketing tool in 2022? Let’s find it out.

What Is Customer Experience?

To put it simply, customer experience in marketing is a general term that covers all the impressions the customers have when interacting with a brand. In response to digital marketing development, customer experience has become one of the strongest digital trends of recent years.

This marketing tool creates the conditions for interacting with customers to meet or exceed their expectations. Customers go through many points of interaction with a company. And it is very important that at each of these points your customer is satisfied.

Modern marketing is customer-centric so the customers are the only ones to decide what kind of products to buy, and what level of service to choose.  In a couple of clicks, customers can view product features, reviews, and ratings, and decide “To buy or not to buy?” They can quickly change brands without compromising themselves if a competitor offers a better product, or service or anticipates their desires.

In such an abundance of choice, when the customer experience is far from being enjoyable, 32% of modern users are willing to give up on their favorite brand. At the same time, one unsatisfied customer will tell about their negative experience to 16  friends and damage the company’s reputation with the word of mouth.

Why Is Customer Experience So Important?

Let’s be honest with each other – there is no perfect marketing tool that will fit every company and every brand. But improving customer experience day after day is a must-follow strategy for every company. Firstly, a positive customer experience is a confirmation that your core business processes are set up right. After all, if at any point of interaction your customer isn’t happy, you need to make adjustments to your team or your marketing strategy. What’s more, the customer experience is directly dependent on employees being competent, responsible, and proactive.

Here are a few more reasons why companies should care even more about a successful modern customer experience:

 1. Increase the Check

Modern customers will never be satisfied with little. Today, they want the most from brands and companies at every stage of interaction. Studies show that 86% of customers are willing to pay more for good service. This means that companies with a customer-centric marketing strategy will be able to earn even more and grow their company faster.

 2. Win More Customers

Customers want a personalized approach that will cater to personal wishes and requests. Targeted advertising, smart content marketing and blogging increase customer trust and loyalty, allowing you to stand out from other similar brands. And as a result, grow the number of leads and customers. Surveys show that 80% of consumers are more likely to make a purchase if a company offers a personalized approach.

 3. Stand Out From the Competition

Customers today have a wide range of services and products to choose from, so companies should try hard to stand out. A positive customer experience is one effective way to stand out from the competition, and most importantly, to build loyalty and retain customers for a long time.

 4. Lower the Cost per Lead

Word of mouth is free advertising for your company. And it’s worth noting that it’s very effective. According to studies, more than 92% of consumers use reviews to make a purchase decision. Therefore, every satisfied customer can become an ambassador for your brand in the future and help you attract new leads with the power of social proof. Here is how you won’t have to spend any extra money to acquire new customers.

 5. Create a Recognizable Brand

Loyal customers help take a brand to the next level. After all, globally popular brands have become popular because of the consistent digital consumer experience they delivered for years. One of the ways to create a recognizable brand is to tell your potential customers about it as much as possible through highly qualified content since to date, content importance for blog is growing. This is the tool to build loyalty and improve your SEO performance at once.

How To Improve Customer Experience? 

Customer experience is one of the most important marketing tools that determine how successful your company or brand will be. So here are some important tips that can help you stand out with the best customer experience.  

• Develop an omnichannel strategy to enhance the customer experience. Always be accessible to your customers. For example, if the customer feels more comfortable contacting you through social media, you should be ready to support them via social channels. If the user likes to find information on their own, run a meaningful blog. If the customer wants to contact you after business hours, it would be nice to offer them a chatbot. It will stay in touch with your customers 24 hours a day, which will allow for a better customer experience. Look here for more insights into omnichannel customer experience and the benefits it drives.
• Train your employees. At certain stages of interacting with the brand, your customers will work with your employees. Be sure that they correctly communicate the company’s values and culture, and have perfect knowledge of the product and the algorithm for dealing with various atypical situations. Regular training sessions can help your sales, customer support, and marketing teams provide impeccable assistance.
• Provide feedback on time. Listen to and read feedback from your customers. Use this information wisely to improve your service and product. Once you have worked out the weaknesses, try to keep your customers informed about the work done, the troubleshooting, or the improvement of the service.
• Optimize the customer journey. Identify all stages of the customer’s interaction with your company. Think about how you can make customers’ experience of choosing, buying, using, and committing to your brand stronger and more positive. Use analytics and Big Data to keep up to date with your customers’ preferences and desires.
• Collect feedback and ratings. Monitor the feedback and ratings you get from customers. If some of these are negative, respond immediately and try to rectify the situation by offering an alternative, a discount, or a personal offer. This will help to retain the customer and save your reputation. Encourage satisfied customers to leave positive feedback as well.
• Implement loyalty programs. The main aim of a loyalty program is to build long-term relationships. Only sincere attention and a personalized approach will persuade customers to stay with you for the long term. A good loyalty program helps increase lifetime customer value (LTV), the loyalty index (NPS), and grow brand advocates, who are particularly useful in attracting new leads at no extra cost. 

Conclusion

Customer experience is the ultimate marketing tool. If consumers like you, they will happily spend money on your product and recommend it to others. In a world where competition between brands is huge, the one who manages to make more people fall in love with you wins.

Customer Loyalty Can Take Your Business to the Next Level: Here’s How to Get It

Business ownership can feel like a constant hustle, especially when you’re first starting off. Many self-employed people spend a huge portion of their time scraping together projects for the future in order to make sure they continue to have business down the line. Some of this is inevitable, but your long-term goal should include building up long-term security.

One great way to do this is by focusing on building up customer loyalty. You don’t have to scrape for more clients if you know the clients you currently have will keep using your services. There are several techniques you can use to make this happen. Here are a few tips from CrmXchange on how to nail it:

Make Time for Clients

Don’t let the basics fall to the wayside. When it comes to earning customer loyalty, your best tool is always quality time and personalized work. You need to make sure you get solid facetime (whether in person or via video) with your client in order to fully understand their needs and make the best possible product for them. Virtuallinda points out that continuous check-ins throughout the process can save you from the process going awry and lets the client know you truly care about their needs.

However, it can be hard to commit this kind of time to your clients when you’re still juggling other business tasks. If you or your staff are too hurried to feel like you can give customers the time and energy they deserve, there’s something missing elsewhere in your processes. Turn a critical eye to your everyday tasks to see if you can streamline things. If you’re stumped, you might need to hire more workers, or work on expanding your business acumen. Taking some classes can provide insights into better business practices, especially if you return to school for your MBA, which will provide deeper understanding of management, leadership and decision making.

Create Expandable Services

One major issue that might be standing in the way of customer loyalty is focusing on one-off projects. Self-contained work can be great when you’re first getting started, but it has inherent drawbacks. If you want to try to get a long-term client, try to think of ways you can offer to extend services past a project’s finish line.

For example, if you’re a graphic designer who has made a solid logo for a new business, you could allow that relationship to end once the logo’s complete. However, it may make more sense to offer social media graphic design services as ongoing work. After all, as Social Media Today notes, businesses tend to perform better on social media when they’re producing their own visual content — you can build your style into their brand and keep their business for the long run.

Remain Consistent and Professional

Customer loyalty can be challenging to build and easy to lose. It’s extremely important to remain consistent and professional, no matter how long you’ve been working with a client. It’s easy to take business relationships for granted, but doing so can backfire quickly.

For example, you might put a consistent client’s work on the back burner while tending to new leads. If you lack project management skills, this can ultimately end in neglecting your long-standing clients’ work, missing deadlines, or turning in lackluster products. Everyone has a bad day once in a while, but if you make this kind of mistake repeatedly, even long-standing clients will walk.

Customer loyalty can help you create secure and consistent income. However, it takes serious legwork to get it. These tools can help you build relationships that take your business further. And if you’re looking for services to make your business better, check out the contect from CrmXchange.

[2021 Data] 99 Customer Experience Stats & Trends Defining This Decade

The COVID-19 pandemic has shaken the world economy in a variety of ways. For one, it has significantly accelerated the process of digital transformation. The number of online customer interactions went through the roof.

This has forced lots of businesses to channel their resources towards delivering better online experiences. The customer-centric approach, backed with customer data and customer satisfaction metrics, is now the new paradigm.

However, only 17% of customers believe that brands listen to their feedback. Almost one in ten customers rate their recent customer experience as poor. And, not surprisingly, poor customer service is the primary reason behind customer churn.

Tidio surveyed 1,000+ consumers to explore customer experience trends that will define this decade.

Here’s some of what they found out:

• Delivery time – 78% of online shoppers mention fast shipping as the most critical aspect of the online shopping experience.
• Fast customer service – 44% of shoppers expect that the average response time from customer service should be below 5 minutes.
• 55% of online shoppers aged 18-24 won’t buy from poorly performing websites (poor product photos and slow website loading times).
• 46% of Gen Z buyers are willing to pay more for the same product if they can shop in their favorite online store.

A complete study with a list of 99 Customer Experience Statistics & Interesting CX Trends: 99 Customer Experience Statistics & Interesting CX Trends [2021].

Prioritizing Customer Experience in Every Aspect of Your Business

“Who’s your boss?”

You might immediately think of your manager or the CEO. Or, if you own the company, you might proudly say, “Me!” However, there is someone else who is above you in the chain of command — your customers!

You might not think of your customers as the boss, but they are the reason you make money and are successful. So while you don’t necessarily have to cater to every customer’s whim, you do need to build your business around the customer experience (CX).

How do you prioritize customer experience in every aspect of your business? Let’s take a look.

Marketing

Marketing is the beginning of your relationship with any customer. The goal is to focus all of your marketing messages on the customer’s needs and how you can be the solution to those.

Donald Miller of StoryBrand takes it a step further. He says that every aspect of your marketing should be focused on telling the story of how your customer is the hero. Your business is the sidekick that will help them achieve their mission.

No matter how you go about it, it’s essential to ensure that your customers feel they are the center of your marketing message. Start with fully understanding your target market, and then speak directly to them. Otherwise, you won’t be able to connect with them and bring them into your circle of influence.

Your Website

Your website is part of your marketing, but we’re listing it separately because people often won’t come to your website unless you’ve already connected to them in another way.

Once your marketing brings someone to your website, what do they experience there? Having excellent UX design is an important part of not only keeping visitors engaged on your website but also ranking well in search results.

Google wants to deliver the most relevant, high-quality content available each time a user enters a query. When you have a great user experience on your website, your site will be in sync with what Google is trying to offer. As a result, you’ll rank more highly.

Review your website. Are the menus easy to read and understand? Can you navigate the website on a mobile device? Are your message and offer clear within the first few seconds? If so, you’re on the right track.

Product or Service Design

Every product or service should be designed to solve a specific problem that the customer has. The more precisely you target your product or service, the more successful you will be at selling it.

Unfortunately, some folks get tied up in what they want the design to be, rather than what the customer is looking for. They can add too many features, too little training, or create an unattractive behemoth.

Both services and products face another question. Should it be a subscription or a one-time delivery? Many businesses love subscription-based services for the consistent cash flow and retention rates. You can also offer a lower price point, which is attractive to many consumers.

However, some customers want to own what they pay for rather than feeling like they’re renting it. Only by doing the right market research will you know if your customers would prefer a subscription or ownership model.

Customer Service

You’d think that an excellent CX in customer service would be a no-brainer, but unfortunately, that’s not the case. In fact, so many consumers have a poor customer service experience that excellent service is a selling point and can retain customers for years.

Is your customer service department an afterthought or a focus for your business? How do you treat, train, and pay customer service staff? Is the culture of your company that customers calling in are “complainers,” or do your staff focus on delighting everyone?

A lot of major corporations handsomely reward salespeople but almost ignore customer service departments. But, as it has been said, “Sales without service is like stuffing money into a pocket full of holes.”

Don’t make that mistake. After the sale, your relationship with the customer has only just begun. Excellent customer service can retain them, turn them into customer advocates, and boost repeat sales.

Prioritize Employees

We’ve been talking about customer experience up until now, so why mention prioritizing your employees?

Very simply, the employees you have will define the customer experience you’re able to offer. Happy, satisfied, and engaged employees will work hard to delight customers and create a world-class experience. Disengaged, unhappy, and disgruntled employees will drive customers away.

You have a great deal of control over how your company culture and how employees experience work every day. Do you add meaning to daily tasks by explaining how they fit with the mission and make a difference in others’ lives? Do you pay appropriately and have benefits that employees look for? Do you encourage career advancement and continuing education?

The better you take care of your employees, the better they will take care of your customers. That’s why the employee experience is at the center of the customer experience.

Focus on Customer Experience Today

Making customer experience a priority in every aspect of your business doesn’t happen automatically. It takes research of relevant data, focus, and a commitment to your real boss — your target market!

If you want a truly successful business, it’s essential to focus on CX. Targeted marketing will bring in the right audience, and a website focused on your customers’ needs will convert them into buyers.

Of course, to sell well you need product or service design on par with what customers expect and enjoy. Finally, excellent customer service will turn buyers into repeat customers and brand advocates.

Which of these areas needs the most attention in your company? Today’s the day to make a difference.