Let them interact, vote on each other’s ideas (by the way, that can also be done using QuestionPro NPS+) and find a way to innovate. While QuestionPro has all the “experience tools”, the platform provides full-featured communities that can be used to recruit customers to help you to innovate – to engage with customers that want to engage with your brand. To ensure buy-in, we can even deploy employee experience tools that can allow firms not only to monitor the employee experience, but to also create a strategy around the measurement, called Empower. Still, where is the innovation? To make certain we capture the entire Voice-of-the-Customer, we also deploy social media analysis in the form of our QuestionPro CX Reputation license, which also connects to our closed-loop feedback tools – both inner loop and outer loop. It is why we have invested heavily into our Outer Loop closed-loop feedback tool which can take root cause analytics – either from inner loop closed-loop feedback analytics or derived from our QuestionPro exclusive NPS+ question type – to allow firms to build a strategy towards what will improve the experience. Ultimately, your CX Enterprise Software should go beyond the basics of measurement and inner loop closed-loop feedback (which can be seen as mostly tactical). Where most programs lose their luster is that it does not offer solid operational fixes and does not provide innovation to make the experience go beyond just “satisfactory” and moving it into a realm of delight. It is necessary to get buy-in for a program from top executives, but often there is little convincing needed to be done, most are convinced enough to already have a budget and a department for understanding the customer experience. Sure, a vendor will provide a financial linkage analysis that will work for some of the customer experience touchpoints but will fail with other touchpoints. Where most customer experience strategy fails is that it takes steps towards measurement, then fails to innovate. This is an appropriate time to review the customer journey map. It certainly is one approach to getting an understanding of the customer experience, but in taking the survey, with just one question and one open-end, there will be very little that can be done to innovate. With any decent customer experience software platform, there will be a customer feedback loop and perhaps some sentiment analysis. Perhaps one more opportunity with a social media review. Then you may get a survey request on your receipt or on the table like this one below. At the conclusion of the experience, you’re afforded your first opportunity to give “feedback” in the form of a tip at the conclusion of the meal. You have decision criteria which usually involves a decision on type of cuisine and sometimes distance and reservation availability (if applicable).įrom there, you get your transportation, get seated, order and eat. However, if you think of the traditional customer journey, not much has really changed over the years. When you think about your sit-down restaurant experiences, are there any that really stand out to you? Sure, I could think about the fun experience at a hibachi grill or a restaurant where you might cook your own food.
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