As the nights grow longer and the ghouls come out to play, it’s the perfect time to reflect on the haunting missteps that CX teams can make to give their customers a fright!
Just like a bad horror film, these mistakes can leave you screaming in terror (or worse, losing customers!). So grab your pumpkin spice latte and let’s dive into the top nn frightful blunders to steer clear of this Halloween!
Ignoring customer feedback is a surefire way to turn your brand into a ghost town. If a new sales lead fell into the lap of your sales team, they’d follow up on it no matter what. But, the desperate pleas for help of existing customers are often ignored, making retention a sinister tale.
Locking away valuable feedback is like burying treasure in a graveyard. Don’t make your operational teams raid a haunted crypt to unearth the true story of what customers are saying: Share insights across the entire business to create a culture of action and improvement!
Surveys that never die — multi-page monsters, or worse, stitched together from whatever spare parts were lying around, with mis-matching rating scales to show for it — will have your customers running for their lives, and your response rate at the bottom of the black lagoon. Keep it concise and clear, and watch your response rate soar like a bat from a crypt!!
They’re suave, sophisticated and alluring but vampire metrics will drain the life out of your CX strategy. Ensure your metrics are actionable, and most of all, they’re connected to the true lifeblood of your business: your bottom line… Otherwise, you’re just sipping on empty statistics.
No one wants to feel they’re talking to a brainless monster instead of a human. There are ways that AI can enhance CX, most customers don’t want their requests to be treated as a “cost of service” to be minimised. When customers need it, always make a living, breathing human available, who can handle more complex requests.
Unexpected survey requests can shock customers out of their skin! Be mindful of your timing; customers appreciate thoughtful outreach over unexpected frights! For bonus points, remember that too many sequels can kill a franchise… If they didn’t respond after the first reminder, maybe you don’t need to send a third, fourth, fifth and sixth…
Do you set realistic expectations? Or do your claims vanish when customers take a closer look at them? Make sure you keep promises about survey length (60-second shorts, not 3-hour directors’ cuts), and follow-up. Don’t haunt your customers with visions of what could have been…
This Halloween, avoid these spine-tingling CX mistakes and turn your customer experience management into a tale of success. Embrace the season with a commitment to learning and growing, ensuring your brand becomes a beacon of customer satisfaction. After all, a little Halloween fun can lead to seriously positive outcomes! 🎃👻
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