We all make mistakes. We all try things that don’t work. As Albert Einstein said, insanity is doing the same thing over and over again and expecting different results. And yet business leaders claim they want to avoid customer experience mistakes and earn loyalty, but they make these mistakes again and again.
What types of customer experience errors are most common?
The Mistake: Prioritizing the process and not the people.
If your process isn’t flexible, you’ll create problems for your customers. Worrying more about protocol and policy than customers and your people is a recipe for a terrible customer experience.
The Solution: The best companies demonstrate their dedication to customer experience. They empower their people to “do the right thing” when the customer has problems. It’s not about the process. It’s about the end result, which is a happy and loyal customer.
The Mistake: Tracking the Wrong Metrics.
This is one of the most persistent customer experience mistakes. My least favorite malta phone number metric is probably “call time,” one that many call center managers and business leaders like. The theory is that the shorter a customer service call lasts, the less money is spent. However, there are consequences to this. The situation can get so bad that customers are disconnected from the call so they don’t ruin a particular agent’s average.
The Solution: Measure what matters. Pay attention to metrics like customer churn and customer lifetime value. Measure the referrals you receive. Measure your employee retention rates. Don't pay attention to metrics that measure things that don't benefit customers.
- Board index
- All times are UTC
- Delete cookies
- Contact us