#State of effortless full

an opportunity to prove to the customer they had made the right choice by resolving the issue for them quickly, painlessly and effortlessly. Surely, making the customer complaint experience an effortless, even positive occasion could only be advantageous to organisations from a loyalty and advocacy perspective? After all, whether a customer has a problem, issue or complaint, this is the organisation’s Moment of Truth, i.e. Right in that moment, I believed I had just witnessed validation that I wasn’t crazy and had made the correct decision to launch a research agency dedicated to helping organisations improve their complaint handling performance … because when it comes to resolving a complaint, customers have to exert more effort than they anticipated. – And, possibly more insightful, consumers suggest that they are having to expend too much effort to raise and resolve their issues, problems and resulting complaints – But when complaining, customers suggest mediocre levels of satisfaction with complaint handling and the speed of resolution – As a result, more are complaining (NB: not all who experience a problem or issue go on to complain!) – More customers are experiencing issues with their product and service providers Surely if customers were more satisfied they should also be more likely to act as advocates?įurther interpretation of the UKCSI report might go some way to explaining this ‘anomaly’ … NPS was down? Even though CSAT was up? This didn’t compute. – Overall, CSAT had risen slightly on the previous year The key headlines of the report included: The passionate, customer-focused professionals I met were all, without doubt, very customer-centric and happily talked about their improved CSAT and NPS scores.Īt around the same time, the UK’s Institute of Customer Service published their latest UKCSI “State of the Nation” report. So it was both refreshing and reassuring meeting companies where research had played such a pivotal role in helping them improve and better serve their customers. – be used in an ongoing performance measurement capacity, including gauging the success of improvement initiatives.Īt the beginning of 2017, I launched a new research agency aimed at helping organisations, through customer research, understand improve their complaint handling performance and, as a result, enhance their customer retention efforts and grow customer loyalty. – guide their ideas for improvement and help prioritise investment current state … as seen through the eyes of their customers – establishing their current ‘as is’ performance, i.e. What I found really reassuring was how prominently customer research featured in company success stories everyone shared stories about how research was used for (but not limited to):

Every winner was absolutely merited and the buzz generated on the day is likely to only grow as the event does.

#State of effortless full

Earlier this year, I was lucky enough to be invited to judge at the inaugural UK Complaints Awards it was a terrific event, full of great stories of how companies were delivering more positive, proactive complaint handling experiences to their customers.