article thumbnail

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture. Identifying Customer-Centric Behaviours to Reward.

Banking 48
article thumbnail

Contactless and effortless – service excellence in the new normal

TechSee

The retailer allows customers to scan the item’s QR code and return it via a kiosk, with no human contact necessary. Safety concerns create emotional effort. This demonstrates that technician visits can be a significant cause of high customer effort. Tactics for contactless and effortless experience. Self-Service.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

5 Top CX Trends For Survival in the Age of the Customer

360Connext

Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand.

Banking 124
article thumbnail

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

Focus on customer effort. You can ask, “How much effort did you exert to solve your issue during your call on January 12?” The more effort a customer expends on resolving their issue, the more negative the customer experience. Ask the customer about their overall experience during their most recent visit.

Surveys 82
article thumbnail

4 Customer Service Lessons from the Equifax Cyberattack

HGS

Strategies for remedying customer concerns. It also means minimizing the amount of customer effort to rectify the situation. It may seem counterintuitive to spend extra time on the phone with a customer walking them through a series of steps when the phones queues are backlogged. Escalation plan.

article thumbnail

Business Value and ROI of Customer Experience: The Step-by-step Guide

Lumoa

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data.

article thumbnail

How to Measure Customer Satisfaction

ProProfs Blog

When you know the drawbacks of your products, you can take measures to enhance the overall health of your customer base. The CSAT data assists you to focus the priorities for developing and refining your existing products and services. This way you can make wise decisions to grow your business while keeping customers at the forefront.

Surveys 146