CX Wisdom, Insights, Stories and Expertise
from customer service and marketing leaders
Words to the Wise
Why do companies struggle to invest in CX initiatives?
It is because CX professionals find it difficult to demonstrate the impact of those programs on ROI.
By having an empathy-driven CX culture, you could understand customers' needs and emotions to provide better experiences. But empathy is hard to measure in financial terms. So, companies focus on tangible metrics like revenue and customer acquisition instead.
To change that, CX professionals should link empathy initiatives with outcomes that matter, like customer loyalty and positive word-of-mouth. By showing clear connections between initiatives and measurable results, companies can justify investing in CX programs.
What makes customers fall in love with a brand?
It’s about consistently meeting their needs by understanding and fulfilling their expectations. Build trust through reliability and expertise in your field.
Surprise and delight the customer by paying attention to small details, personalizing their experience, and genuine appreciation.
Beyond all, stand for something meaningful that aligns with their values. Embody a mission or a cause that goes beyond just a product or service.
Why should you not make customers wait?
In a world where every second counts, speed isn't just a luxury; it's a necessity. So, if you give your customers time, they will give you money. Customers equate rapid responses with respect and care. But it's not just about being quick; it's about valuing the customer's time as much as they do.
Utilize technology like chatbots for quick responses while maintaining personalization. Establish feedback loops and celebrate the moments where speed positively impacted customer experience to continually refine processes in your organization.
Can empathy be taught in customer service?
Many argue that it is indeed possible, though it requires a significant duration of time and a highly sophisticated training program. This raises another important question: is it worth investing in teaching empathy when some people already have this gift naturally?
And customer service agents are the "knowledge curators,” who are not the stars but the essential assistants for any thriving business. They guide customers towards their versions of success, which requires a caring attitude akin to a friend who anticipates your needs.
So if someone is not motivated to do these things for the customer, they are not going to enjoy this work and they're not going to be good at it — then does it make sense to teach them empathy?
Why is it important to respond to happy customers?
When customers take the time to celebrate your brand, reciprocation becomes key. In the past, responding to positive feedback wasn't a common practice since customers rarely called in just to say they had a great experience.
However, the tide has changed with the rise of social media. Now, there's an opportunity to engage with happy customers and make them feel valued — think of it as giving your patrons a virtual high five!
Establishing a genuine relationship with customers is pivotal for brands as it nurtures loyalty, trust and creates a lasting emotional connection.
How do you amaze a customer?
It’s not about going over the top and blowing them away with the most incredible service they've ever had. It’s impossible to do that every time a customer reaches out.
Instead, just do what's expected. When you do what the customer expects, consistently and predictably, they’ll be amazed by your service. This doesn’t mean you need to overhaul your CX approach. Making small improvements is enough. Being better than average is enough.
Why do companies struggle to invest in CX initiatives?
It is because CX professionals find it difficult to demonstrate the impact of those programs on ROI.
By having an empathy-driven CX culture, you could understand customers' needs and emotions to provide better experiences. But empathy is hard to measure in financial terms. So, companies focus on tangible metrics like revenue and customer acquisition instead.
To change that, CX professionals should link empathy initiatives with outcomes that matter, like customer loyalty and positive word-of-mouth. By showing clear connections between initiatives and measurable results, companies can justify investing in CX programs.
What makes customers fall in love with a brand?
It’s about consistently meeting their needs by understanding and fulfilling their expectations. Build trust through reliability and expertise in your field.
Surprise and delight the customer by paying attention to small details, personalizing their experience, and genuine appreciation.
Beyond all, stand for something meaningful that aligns with their values. Embody a mission or a cause that goes beyond just a product or service.
Why should you not make customers wait?
In a world where every second counts, speed isn't just a luxury; it's a necessity. So, if you give your customers time, they will give you money. Customers equate rapid responses with respect and care. But it's not just about being quick; it's about valuing the customer's time as much as they do.
Utilize technology like chatbots for quick responses while maintaining personalization. Establish feedback loops and celebrate the moments where speed positively impacted customer experience to continually refine processes in your organization.
Can empathy be taught in customer service?
Many argue that it is indeed possible, though it requires a significant duration of time and a highly sophisticated training program. This raises another important question: is it worth investing in teaching empathy when some people already have this gift naturally?
And customer service agents are the "knowledge curators,” who are not the stars but the essential assistants for any thriving business. They guide customers towards their versions of success, which requires a caring attitude akin to a friend who anticipates your needs.
So if someone is not motivated to do these things for the customer, they are not going to enjoy this work and they're not going to be good at it — then does it make sense to teach them empathy?
CX Diaries
"Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."
Meet Rita (name changed), a customer service agent at a tech company. Amid daily challenges, she encountered a customer with a printer issue. Despite procedural delays, Rita learned the customer, facing chemotherapy, needed a swift resolution for her team to work smoothly in her absence. Rita, deeply moved by the customer’s dedication, even amid serious illness, bypassed protocol, escalating the issue to the management.
In spite of a concerted effort, they resolved it by day's end. Rita followed up, sensing joy in the customer's voice. Although she couldn't see the customer's face, she could feel the smile in her voice. This story, etched in her memory, inspires Rita to go above and beyond for customers.
"The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake."
Meet Jay (name changed), a first-tier technical specialist at Accenture, dedicated to assisting Best Buy customers. Four years ago, in the routine of support, he faced a unique and critical situation.
A customer, an advocate, relying on a newly purchased Best Buy router for her WFH mandate during COVID, called in the night before a court case stating she had lost network connectivity.
Despite SOP guidelines, Jay, sensing urgency, bypassed protocol, initiating a video call to guide the customer through troubleshooting. Successfully resolving the problem by risking his performance metrics, his extra effort ensured the customer's wireless connection was restored just in time for her court hearing.
"I just broke the rules, but also ended up saving a life, and it became my fav story to tell."
Two years ago, a customer phoned Jackie out of the blue with an urgent plea.
At the time, Jackie was handling customer support at a financial services company. Emily, the customer, had a loved one in need of medical treatment in Kenya, and was waiting for a crucial payment from the U.S. to come through. Her loved one’s life depended on it.
She reached out to Jackie for help because the payment hadn’t arrived on time. Jackie, familiar with Emily’s situation, knew she had to act fast. She processed the payment without hesitation — despite breaking protocol. “Sometimes you have such issues because of the time zone difference. It's not every customer you can do that for, but there are customers you've dealt with over and over…” Jackie recalled.
Thanks to Jackie's quick thinking and compassionate action, Emily's loved one received the treatment they needed — and another chance at life. When thanking Jackie, Emily told her that she felt more like family than a customer.
"When my team dropped the script, they gained connection."
Stacy led a team of contact centre agents that conducted phone surveys and provided customer support.
During the pandemic, however, the script the team used was no longer helpful. Under Stacy’s guidance, the team shifted their focus from their standard script. Instead, they called customers to check in and offer support. “We actually stopped what we were doing and used that time to contact customers to ask, ‘Are you okay?’” Sherman said.
Customers appreciated this genuine approach; it made them feel heard, which in turn made the agents feel fulfilled. “When you do things like that, then people remember. Even when prices go up, you don't lose them. Because they know you're the brand that cares,” she said.
"I owe it only to quick thinking that saved my customer’s big day."
In 2018, Susan was working in customer care for a telecom giant. One day, she received a customer call from a “very stressed” father on his way to his daughter's wedding. The internet on his phone wasn't working, and as a result, he was about to miss the most important event of his daughter's life because he couldn’t get the maps to work and figure out the directions to get to the wedding venue.
Susan could sense the urgency in his voice and knew that she had to act fast. She abandoned her usual troubleshooting protocol and guided him to the wedding venue over the phone with clear, concise directions. They both agreed the internet issue could wait, and she assured him that she’d give him a call in a couple of days to resolve it — he had more important things to do in the meantime.
True to her word, Susan called the customer back two days later and resolved the internet issue. He thanked Susan for her quick thinking and kind actions and later confided that his relationship with his daughter was strained; if he had missed the wedding, he may have lost his chance to mend the relationship as well.
"This experience left Emily with a radiant smile, reinforcing her love for the job and highlighting that meaningful support often transcends technical troubleshooting in the realm of customer service."
In a bustling customer service center at Kyndryl, Emily (name changed), a dedicated support agent, faced a call that reshaped her view of the job. A distressed customer sought assistance, his voice revealing a deeper struggle.
Emily, attuned to human connection, sensed more than a technical issue. Patiently addressing his concern, she discovered he needed someone to talk to during a tough time. Going beyond her role, Emily offered a comforting ear, fostering a genuine connection through shared laughter and tears. The customer, expressing heartfelt gratitude, revealed the profound impact of their exchange.
"Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."
Meet Rita (name changed), a customer service agent at a tech company. Amid daily challenges, she encountered a customer with a printer issue. Despite procedural delays, Rita learned the customer, facing chemotherapy, needed a swift resolution for her team to work smoothly in her absence. Rita, deeply moved by the customer’s dedication, even amid serious illness, bypassed protocol, escalating the issue to the management.
In spite of a concerted effort, they resolved it by day's end. Rita followed up, sensing joy in the customer's voice. Although she couldn't see the customer's face, she could feel the smile in her voice. This story, etched in her memory, inspires Rita to go above and beyond for customers.
"The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake."
Meet Jay (name changed), a first-tier technical specialist at Accenture, dedicated to assisting Best Buy customers. Four years ago, in the routine of support, he faced a unique and critical situation.
A customer, an advocate, relying on a newly purchased Best Buy router for her WFH mandate during COVID, called in the night before a court case stating she had lost network connectivity.
Despite SOP guidelines, Jay, sensing urgency, bypassed protocol, initiating a video call to guide the customer through troubleshooting. Successfully resolving the problem by risking his performance metrics, his extra effort ensured the customer's wireless connection was restored just in time for her court hearing.
"I just broke the rules, but also ended up saving a life, and it became my fav story to tell."
Two years ago, a customer phoned Jackie out of the blue with an urgent plea.
At the time, Jackie was handling customer support at a financial services company. Emily, the customer, had a loved one in need of medical treatment in Kenya, and was waiting for a crucial payment from the U.S. to come through. Her loved one’s life depended on it.
She reached out to Jackie for help because the payment hadn’t arrived on time. Jackie, familiar with Emily’s situation, knew she had to act fast. She processed the payment without hesitation — despite breaking protocol. “Sometimes you have such issues because of the time zone difference. It's not every customer you can do that for, but there are customers you've dealt with over and over…” Jackie recalled.
Thanks to Jackie's quick thinking and compassionate action, Emily's loved one received the treatment they needed — and another chance at life. When thanking Jackie, Emily told her that she felt more like family than a customer.
"When my team dropped the script, they gained connection."
Stacy led a team of contact centre agents that conducted phone surveys and provided customer support.
During the pandemic, however, the script the team used was no longer helpful. Under Stacy’s guidance, the team shifted their focus from their standard script. Instead, they called customers to check in and offer support. “We actually stopped what we were doing and used that time to contact customers to ask, ‘Are you okay?’” Sherman said.
Customers appreciated this genuine approach; it made them feel heard, which in turn made the agents feel fulfilled. “When you do things like that, then people remember. Even when prices go up, you don't lose them. Because they know you're the brand that cares,” she said.
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