Are you surprised when your customers don’t share your rosy view of your company’s customer experience? You’re not alone. Many businesses struggle with the gap between their expectations and reality. In this video, Roy Atkinson explores some ways to close that gap and improve your customers’ satisfaction.
Roy Atkinson currently serves as CEO of Clifton Butterfield, LLC and is an IT, service management, and customer experience thought leader recognized by The Economist, BizTech Magazine, Computerworld, and CIO Insight. He is also a Fellow of the Institute for Digital Transformation and a member of HDI’s Strategic Advisory Board as well as one of HDI’s Top 25 Thought Leaders for 2022. With a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business under his belt, there’s no doubt that he has the expertise to back up his views on the disconnect between what companies feel they are delivering in terms of customer experience and what their customers are actually experiencing. Follow him on Twitter @RoyAtkinson.
Atkinson suggests that contact centers should examine their practices closely when it comes to their customers’ satisfaction with their services. Contact center leaders should consider the implications of asking more than one question about the person who delivered the service that was either satisfactory or unsatisfactory. This can lead to results being skewed due to bias.
To combat this, Roy recommends using metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES). Allowing free text feedback from clients and taking it seriously also provides valuable insight into how customers really feel about your services. Lastly, companies need to be honest with themselves; if service and experience aren’t top priorities for them, then why would customers rate them highly?
When it comes to measuring customer satisfaction accurately, Roy Atkinson suggests taking a closer look at your organization’s practices and utilizing quantitative metrics like NPS and CES. Additionally, listening to the feedback expressed through free text has the potential to yield valuable insights so that organizations can deliver better experiences for their customers. By being honest with yourself about where you stand in relation to providing exemplary service and experience you can take steps toward bridging the gaps between perception and reality when it comes to customer satisfaction.For more insider insights and thought leadership tips, check out the full CX Reflex Series on the LiveVox YouTube channel.