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Tag: customer experience management

Behind the Customer Feedback Disconnect

customer service

I have often wondered why so many large corporations and businesses opt to spend a lot of money on annual customer feedback surveys. Are they reliable? After all, is a customer going to recall every service touchpoint over a full year and be able to provide clear, actionable answers to survey questions?

While annual customer satisfaction surveys can provide some insights, they may have limitations that can make them less effective in capturing the dynamic nature of customer satisfaction.

Top 4 Reasons Why Annual Customer Surveys May Not Work as Well

  1. Lack of Timeliness: Annual surveys only capture feedback once a year, which means that any changes in customer preferences, experiences, or satisfaction throughout the year may go unnoticed. Customer satisfaction is a fluid and evolving aspect, and relying solely on an annual survey may miss out on capturing critical feedback that could have been addressed in a more timely manner.
  2. Recall Bias: The longer the time gap between the customer’s experience and the survey, the greater the chance of recall bias. Customers may struggle to accurately recall specific details, nuances, or emotions related to their experiences from several months ago. This can lead to less accurate or biased responses, limiting the reliability of the survey results.
  3. Inability to Address Real-Time Issues: Customer satisfaction surveys conducted annually may fail to address real-time issues or emerging trends. If a problem arises shortly after the survey is conducted, businesses may not become aware of it until the next survey cycle, missing an opportunity to address customer concerns promptly and mitigate potential negative impacts.
  4. Insufficient Actionability: Annual surveys often result in a large volume of feedback that needs to be analyzed and acted upon. Processing and interpreting the data from a comprehensive annual survey can be time-consuming, leading to delays in taking action. This diminishes the effectiveness of the survey as a tool for driving immediate improvements in customer satisfaction.

Customer Are Always Evolving

Annual surveys may not generate high levels of customer engagement or response rates. Customers may perceive them as time-consuming or repetitive, leading to survey fatigue and lower participation. This can result in a smaller sample size, potentially reducing the representativeness and reliability of the survey results.

Customer expectations and preferences are constantly evolving in response to market trends, innovations, and changing industry standards. An annual survey may not capture these evolving expectations, leaving businesses unaware of emerging customer needs and unable to adapt their strategies accordingly.

Customer satisfaction is an ongoing process, and businesses that rely solely on annual surveys may miss opportunities to collect regular feedback, make iterative improvements, and proactively respond to customer needs.

Regular Feedback

To overcome these limitations, businesses can consider supplementing annual surveys with more frequent feedback mechanisms such as post-transactional surveys, real-time feedback tools, customer support interactions, or social media monitoring. These methods enable businesses to capture timely feedback, address issues promptly, and continuously enhance customer satisfaction.

HubSpot offers an excellent explanation of how to build the best customer feedback survey. Below you will see some types of surveys. This gives us an idea of the different ways in which we can conduct surveys.

In conclusion, you can never hear form your customers too much. Maybe it is time to shake things up a bit and consider some new, innovative ways to connect!

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Customer Service VS. Customer Experience

When you are in the business of evaluating customer services levels for your clients, you tend to notice the details. Walk into an ice cream store with your kids or grandkids and you are automatically in tune with the “vibe” of the store. Is there music playing? How easy/hard is it to figure out the menu options? Were you greeted when you walked in the door? How clean was the store? Were you thanked for business? All of these things play either a subconscious or conscious role in your experience.

I remember when an ice cream store chain stopped their mystery shopping service in lieu of social media reviews. Big mistake for a variety of reasons, but the lure of getting “free” customer reviews was enough for them to give it a try. They are not alone. There is actually a term for this. The “Review Economy”has created a dent in customer research. In fact many companies use it in lieu of customer satisfaction surveys.

A year later, I went in to one of the locations as a customer with my family. I witnessed a noticeable difference right away. I was never greeted. I placed my order after waiting in line and there was no upsell or cross sell at the register. Not a huge issue for an ice cream shop, right? When we found a place to sit however, I noticed how the floor beneath the table was very dirty and dusty. The table itself needed to be cleaned better from the previous guest. All things that as a major ice cream brand, it is hard to recover from. I will never go back to the store again after that visit. I will not share my findings in social media. I am the silent, unhappy customer.

Customer Service & Customer Experience: What’s the difference?

Customer service and customer experience are related but distinct concepts. Customer service refers to the support and assistance provided by a company to its customers before, during, and after a purchase. It includes the various ways in which a company interacts with its customers, such as answering questions, providing technical support, handling complaints, and resolving issues.

Customer experience, on the other hand, encompasses the entire customer journey, including all of the interactions and touchpoints a customer has with a company, from initial awareness and consideration, to purchase and post-purchase. It’s about creating a positive and seamless experience for customers across all channels and touchpoints, and ensuring that they feel valued, understood, and appreciated.

Customer Service is Part of the Customer Experience

While customer service is a critical component of the overall customer experience, it’s just one part of it. A company that provides excellent customer service can still fall short in terms of creating a positive and memorable customer experience. To truly excel in customer experience, companies need to focus on creating a customer-centric culture, understanding and anticipating customer needs, and delivering consistent and personalized experiences across all channels and touchpoints.

Forbes recently published a great article titled, “No Help is Better than Bad Help: Focusing on the Customer Experience.” They offered some great practical tips on how to provide a better customer experience. The one tip that stood out to me was to understand your customers.

Understand Your Customers

“Having a thorough understanding of the type of customers who walk through your door also aids in creating a positive customer experience. Know them, and figure out how to tailor their experiences to their needs. Being in tune with the customer goes a long way in creating an experience worth remembering.”

This for me sums up in part why a business still needs mystery shopping and customer satisfaction surveys. You can’t get this type of understanding from a social media review unless you can unmask the author behind the post. I am in favor of online reviews, but you need all of it to really understand how to develop, train and execute a good customer experience process.

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The Importance of the Customer Greeting

How important is the customer greeting? When a customer walks into a place of business, how soon should they be acknowledged with a greeting? This is an area most businesses have struggled with for years.

When we begin a mystery shopping program for a client this question is always front and center. When measuring the time it takes for the customer to be greeted upon entering the store, we must consider a variety of things. Staffing the store with the correct number of employees is key of course, but there are other things to consider. Exactly how much time should management allow for a customer to be greeted? In our experience, most retail clients use between 20-30 seconds.

Timings

A retail paint store client (chart above), measures the time it takes for the customer to walk in the store until the customer is greeted. In this case, they allow 20 seconds to be greeted. This is what they train their staff to do. In the chart above, mystery shoppers scored this question among others in the customer experience evaluation. At a glance, the client can see how often this is happening correctly in their stores company wide. One quarter of stores did not meet the company’s requirement of greeting a customer within 20 seconds when entering the store.

That may sound like a short amount of time until you try this. Count up to 20 by thousands, 1001,1002,1003, etc.. By the time it takes you to reach 1,020 you will be very close to the 20 second mark. See the difference? It feels a lot longer when you really “feel” what 20 seconds is like in the real world.

 A brief statement, such as, “Hello, I will be right with you,” can encourage a customer to browse the store until an employee is free to provide help. Once the employee is available, he should approach the customer and ask if they need help finding anything. This opens the lines of communication and it creates instant credibility.

Customer Greeting & NPS

In a recent blog post, I wrote about how a business can improve NPS for a better customer experience. Perfecting greetings plays an important role in the overall customer experience and can improve NPS scores.


While it might sound obvious, how consistent is your team with their hellos and goodbyes? The greeting is your customer’s first experience with your company, so make sure the call starts out on the right foot – keep it informal, ask them how their day is going, be interested in them as a person and show how you value their business.

J.D. Power Reports Immediate Customer Greeting Key to Aftermarket Service Satisfaction

In a just released report, J.D. Power reported on the importance of the greeting in a recent study conducted by the company.

Greeting customers on arrival at an aftermarket automotive maintenance facility can improve customer satisfaction, according to the results of the U.S. Aftermarket Service Index Study released today by J.D. Power in Troy.

Satisfaction scores decline when customers wait more than three minutes before they’re acknowledged at full-service maintenance and repair, quick oil change, and tire replacement businesses, says the data analytics and consumer intelligence company. As a practical matter, greeting customers as soon as possible at any business will provide benefits.

Greeting can be measured quickly and efficiently my utilizing a mystery shopping program for your company. When you see the impact of what just one question makes in the overall customer experience, now is not the time to dismiss this important measurement.

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