{"id":12093,"date":"2017-11-29T18:19:27","date_gmt":"2017-11-29T18:19:27","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/?p=12093"},"modified":"2017-11-30T15:42:06","modified_gmt":"2017-11-30T15:42:06","slug":"the-most-important-thing-in-customer-experience","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/the-most-important-thing-in-customer-experience\/","title":{"rendered":"The Most Important Thing in Customer Experience"},"content":{"rendered":"

Kristina Evey reveals the one thing we must keep in mind when managing the customer experience.<\/strong><\/p>\n\"Customer\n

We make decisions every day, every hour, about how to run our business \u2013 how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless.<\/p>\n

But \u2013 there is one thing that is seldom considered in these decisions. And, unfortunately, it\u2019s the most important thing:<\/p>\n

The Customer Perspective<\/strong><\/p>\n

Do you\u00a0 have to reduce staffing hours to cut costs? Okay, maybe that\u2019s a possibility. But first \u2013 consider how will that impact customer accessibility to your phones, your storefront, having their questions answered?<\/p>\n

If you limit phone hours, yet your data shows that after a phone call to your company, 75% of callers make a purchase within 2 hours at your designated \u201cbreak-even\u201d purchase price, that cost saving will likely cost you more than you believe you are saving.<\/p>\n

When implementing a new process for billing \u2013 consider how this will be rolled out and explained to your customers. Will you spring it on them? Or will you give them 2 months of pre-notice and step by step instructions designed to help them through every step \u2013 and offer chat or phone help when needed? And\u2026 did you make sure your new process is as streamlined and easy as possible? If it\u2019s too much of a hassle, customers will look for your product or service with a company that makes life easier for them.<\/p>\n

Let\u2019s look at another example – a late fee being assessed for late payment. If it\u2019s the first time this has happened with this customer \u2013 do you stick to your \u201cpolicy\u201d and say \u201cIt\u2019s after the 15th of the month, the fee stands as stated in our policy.\u201d Or can you work with your customer to improve the experience and say “Because this is the first time we\u2019ve run into this on your account, we can waive the\u00a0 fee. There may be some ways to reduce the chances of this situation from happening again. We could set you up on automatic payment.”<\/p>\n

Consider the news or information you need to convey from the customer perspective. Keep in mind they are likely not in your world or lingo nearly as often as you are. Are you going to confuse them, irritate them, or help them?<\/p>\n

Just ask yourself \u2013 \u201cHow is this best explained or implemented to keep the customers’ loyalty?\u201d<\/p>\n

About the Author<\/strong><\/p>\n

Kristina Evey<\/a>\u00a0is improving the way companies connect with their customers and increase their profits, she is an accomplished speaker and trainer on Customer Satisfaction and Retention.<\/p>\n","protected":false},"excerpt":{"rendered":"

Kristina Evey reveals the one thing we must keep in mind when managing the customer experience..<\/p>\n","protected":false},"author":31,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12093"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=12093"}],"version-history":[{"count":20,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12093\/revisions"}],"predecessor-version":[{"id":12146,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12093\/revisions\/12146"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=12093"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=12093"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=12093"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}