Customer Experience

Get emotional: The way to understand your Customers

Culture and the manner in which we interact with brands is shifting: over 71 percent of customers now expect to see inventory online.

It’s this development and ‘on’ civilization that’s been introduced to us via online channels, today, and especially on social media means we want to participate with brands and on a private level.

For clients will turn to rivals or harm your own reputation. With research revealing that 95 percent of clients share experiences with others, obtaining the customer experience time is vital.

What happens when the world orbits round your clients?

Orbit Group is one of the biggest housing organisations of the UK, supplying 100,000 clients with around 40,000 houses and services. Orbit collects feedback from clients across all its major service areas such as the customer service center, responsive repairs, planned maintenance, housing management and gas servicing.

The organisation was the first housing association to execute real-time customer responses, asking customers by telephone, email and SMS to rate their support from 1 to 5.

One means of monitoring customer feedback is through measuring belief… tracking how the customer feels in real-time via their language

These comments are then analysed in real-time and presented back to the brand, allowing actions. Customer service consultants are now able to recognize an issue, contact with the client and place to resolve any issues within 48 hours of receiving feedback.

Having previously requested lengthy surveys, Orbit’s new approach resulted in the brand receiving more than 30,000 survey responses from residents and a mean satisfaction rating of 4.2 out of 5.

In addition to this improvement in customer engagement feedback has had a positive impact on personnel as it helps to identify where employees are going above and beyond their role on a daily basis.

Managers may use this information to reward and recognise good performance in real-time too. The comments has altered employee participation, forcing a decrease in illness to a 70 percent decline and less than 5% in the number of advisers on improvement programs.

Three tips that will make a difference to client support:

1. Quantify the sentiment in client communications

1 way of tracking customer responses is via measuring sentiment – essentially monitoring how the client feels in. Acting and monitoring on this feedback in real-time means action can be taken by the company on any problems that arise, if required, and this can be raised.

Gauging the sentiment of customer interaction also means that clients can be directed to more suitable agents dependent in their history and a truly heavenly experience can be provided by brokers.

2. Worker Gamification

While analysing and tracking customer feedback is vital, so also is identifying who’s asking for that feedback. Richard Branson was quoted as commenting, “Clients do not come. Employees come first. If you look after your employees, they will take care of the clients”.

Bearing that in mind, gamification is revolutionising the way in.

When you have an office full of people all doing comparable jobs, competition is a pure outcome.The utilization of gamification capitalises on the natural competitor inside us, ensuring the essence of rivalry becomes a valuable tool, both to get a business and its workers.

Gamification can be introduced in distinct ways from a pioneer board system to an interactive dashboard that can create employee engagement and customer satisfaction.

3. Listen and act on comments

Do you act on their opinions and truly listen to staff and customers? Listening to the customer’s voice is vital, but so too is currently hearing what your staff need to say.

Speak to the staff and make sure there is an channel for feedback.

They’ll never engage emotionally if your frontline employees feel unable to speak up where they think the business could improve or tell you.

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