Profiting from Customer Experience Process Improvements.


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We all strive to improve customer experience in our organizations but one thing is for certain, change is hard. Positive customer experience process improvement is achieved through a variety of ways: external quality monitoring programs that uncover hidden issues, working through high customer experience dysfunction issues to streamline internal processes, and organizing mounds of customer experience Big Data to better service your customers’ needs are just a few. We selected some of our favorite stories below to show you some of the ways you can improve customer experience processes in your business. Do you find these stories helpful? We’d love to hear your feedback directly. Please tweet me at @jodiemonger. Enjoy!

Services for homeowners are intertwined. What part of each dollar for your product or service is needed to fund a company’s dysfunction? This is a very serious question!

Think about the times you’ve called about a product or service issue and how much better your customer experience would have been had they offered to upgrade your service because they could see your contract was about to expire. It’s not difficult to see the great power in Big Data, and it’s time to focus on putting that power in the hands of your agents to impact customer experiences.

How high is your customer experience dysfunction? You can hear it on your calls and see the impact from your analytics. Dysfunction cannot be ignored, even if “it was this department’s fault” or “the delivery company’s fault”. You gotta own your dysfunction absolutely.

Social CRM has its place and certainly is a fast-growing service channel, but that doesn’t mean that we diminish the focus on a quality customer experience.

Customer experience analytics clarified a common theme from the callers who reported that their issue had not been resolved on the call. Callers frequently stated that they had to call back to check on the status of the application because the agent they had spoken with did not have a way to check. How can this information about an issue that increases the customer effort be alleviated within the internal process(es)?

One of our clients decided to see if tweaking the span of control in their call center could be a win-win solution. The plan involved increasing team sizes by approximately 36% for four supervisors and eliminating one full-time supervisor position. In theory, this change would be completely invisible to the customers and save a little more than $50,000 annually. But could the customers tell in the end?

If you were a customer, why would you want to call somewhere that gave you the feeling of ‘tension in the air’ whenever you called; especially if there was an option to do business elsewhere and avoid that? This is the precise reason that office culture is getting so much attention.

Want one of your process improvement customer experience contact centers stories highlighted on this blog? We can protect the identities of the parties mentioned. Just contact us or send your customer experience stories to [email protected].

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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