I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. (more…)
Let me be scandalous for a second here (okay, it’s not nearly as scandalous as I sometimes get in real life, but bear with me):
Stop looking at your scores. Just stop. (more…)
“You’re soaking in it.” Do you remember that commercial for dishwashing soap that was supposed to be so incredibly good for your skin that the lady who’d gone in (to see Madge, remember?) for a manicure was unknowingly enjoying its benefits, thinking she was dipping her fingers into some wonderful skin tonic? Or have you heard the concept of fish not realizing they’re wet because they’re surrounded by water? (more…)
I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO. At the time my practice was mainly focused on training clients and facilitating workshops in Lean Six Sigma and Agile Project Management among other topics…mostly more transactional than the larger and more strategic work I do with clients these days. Nonetheless, I think it is a microcosm of the concept of seeking and acting on feedback wherever you can. I use it still as a consultant and encourage my clients to do the same in their own VoC programs. I’ve lightly edited and updated some parts. Enjoy. (more…)
Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here.
First of all, it’s not a specific NPS question. It doesn’t matter what sort of survey you send out or (exactly) what sort of question(s) you ask. I’m also limiting this article to a discussion about survey data per se. There are tons of other sources of data that should be part of your broader Voice of the Customer (VoC) program. But this is just about the data that comes from your surveys. From those surveys, at the end of the day, you’ll likely be faced with two different types of data, each with its own purpose: Score data and Amplification data. (more…)
I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s not fair to pick on CES, as I’ve written in other instances, even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions).
But specifically, when it comes to Effort (or, as I sometimes will call it, “hassle”), I remember a wise Process Engineer who used to work for me once noted: “we’re defining ‘hassle’ from our own perspective.” And he was correct to point it out in that instance. I wonder: Are you doing the same? (more…)
With all due deference to Matt Dixon, sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of effort expended to solve an issue or otherwise accomplish something.
Now, right away you can see the question begged: How do we even know the issue has been solved in the first place? This, of course, goes to an age-old conundrum of how we can ensure a Customer’s issue has been solved before we send out a survey for feedback, regardless of the survey type. After all, it’s insult added to injury if we ask, “hey, how’d we do?” while the Customer is still waiting for a solution. But let’s put that issue aside for now as it’s a common concern (NPS, C-SAT, and all the others have the same limitation). (more…)