This is a guest post from Sreeram Sreenivasan, Founder & CEO of Ubiq BI. Typically, businesses conduct customer surveys & interviews and apply the feedback to provide a better customer experience. But that’s just one half of the story. What if there was a more powerful source of customer insights, available right at your doorstep: your own employees. Although a single customer can share his/her experience at various touch points during their journey, their insights are only about themselves and not everyone else. On the other hand, an employee who interacts with hundreds of customers will have a deeper understanding of customer experience(CX). They’ll be able to quickly spot overall trends and patterns in CX, instead of looking at just one customer at a time. They can easily identify recurring issues, and help understand which underlying processes are responsible for causing these problems. For example, a customer support agent who frequently receives billing-related complaints, will be able to tell you that your billing process is failing and that you need to specifically look into visa payments, while your mastercard payments work just fine. Also, they’ll have a more holistic view about customer experience, since they’re familiar with all the different elements that …
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