{"id":14157,"date":"2023-09-17T12:44:35","date_gmt":"2023-09-17T12:44:35","guid":{"rendered":"https:\/\/mysourcefunding.com\/leadership\/unveiling-the-ultimate-secret-to-high-csat-and-nps-scores\/"},"modified":"2023-09-17T12:44:37","modified_gmt":"2023-09-17T12:44:37","slug":"unveiling-the-ultimate-secret-to-high-csat-and-nps-scores","status":"publish","type":"post","link":"https:\/\/mysourcefunding.com\/?p=14157","title":{"rendered":"Unveiling The Ultimate Secret To High CSAT And NPS Scores"},"content":{"rendered":"
\n

If there really is a secret to getting higher CSAT and NPS scores, I believe it is this:<\/p>\n

Always do what the customer expects.<\/em><\/p>\n

A typical customer just wants to be happy, and achieving \u201ccustomer happiness\u201d isn\u2019t complicated. It\u2019s actually pretty simple. Just meet the customers\u2019 expectations. Be friendly, easy to do business with (as in no friction), respond quickly, show empathy when needed and make the customer feel like a person, not a transaction.<\/p>\n

We have seen an increase in customer expectations, and it is because rock-star brands like Apple, Amazon, Chick-fil-A, Costco and other companies known for customer service are teaching our customers what to expect\u2014and therefore demand of any company they do business with.<\/p>\n

When I mention this in my customer experience keynote speeches, I\u2019ll get questions and comments about how the \u201cnew way of doing business\u201d makes it harder to meet those expectations. What new way? To me, nothing has changed when it comes to customer service, and this is what it looks like:<\/p>\n

<\/fbs-ad><\/p>\n

    \n
  1. The customer has a question or a problem.<\/li>\n
  2. They contact the company or go to its website or other communication channel to get their question answered or problem resolved.<\/li>\n
  3. At the end of the interaction, they are happy.<\/li>\n<\/ol>\n

    That\u2019s it. It sounds simple, and in theory, it is. Perhaps I should be clearer when I say, \u201cNothing has changed.\u201d What I mean is that the desired result hasn\u2019t changed. It starts the same way and ends the same way. However, the middle part has changed. Today, we have help. Customers no longer must rely on talking to customer support agents. The new age of customer service and CX includes chatbots, AI and more to help manage issues, questions and problems.<\/p>\n

    My point is that the fundamentals haven\u2019t changed. Customers need help, and in the end, they want to be happy.<\/p>\n

    For many years, if customers needed help, they called the company. Then came alternative ways to communicate with the company, which include texting, emailing, etc. Some companies added a \u201cfrequently asked questions\u201d page to their website as an easy alternative to communicating with a live agent. And then there are the aforementioned chatbots, which have come a long way, especially with the new generative AI platforms. However, most would agree that it all starts and ends the same way.<\/p>\n

    Now that may seem simple, basic and not much of a secret at all, but I would disagree because too many companies haven\u2019t yet figured it out. There may be processes\u2014some of them complicated\u2014behind what is driving a better customer service experience, but that doesn\u2019t change the simple goal of the customer being happy upon competition of the interaction.<\/p>\n

    Here\u2019s what customers want, according to our annual customer service research (sponsored by Five9):<\/p>\n

    1. Product Quality:<\/strong> This comes in at No. 1. Whatever the customer buys has to do what it\u2019s supposed to do.<\/p>\n

    2. Price:<\/strong> Of course, price is important, but not necessarily the lowest price. Create the right value and price becomes less relevant. Price becomes more important when there\u2019s an absence of value.<\/p>\n

    3. Customer Service:<\/strong> This is a big part of the value that makes price less relevant.<\/p>\n

    4. Convenience:<\/strong> More than half (53%) of the consumers we surveyed said they would pay more if they knew they would receive a more convenient experience. And 65% of customers say a convenient customer service experience (hassle-free, without friction) is more important than friendly customer service.<\/p>\n

    You don\u2019t have to deliver an over-the-top experience every time you interact with a customer. Once in a while, a problem will fall into your lap that allows you to demonstrate higher service levels, but in most interactions, just do what your customers expect. Do it consistently and predictably, and they will reward you with positive reviews and more business. So maybe it\u2019s not such a secret after all.<\/p>\n<\/div>\n

    Read the full article here<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

    If there really is a secret to getting higher CSAT and NPS scores, I believe it is this: Always do what the customer expects. A typical customer just wants to be happy, and achieving \u201ccustomer happiness\u201d isn\u2019t complicated. It\u2019s actually pretty simple. Just meet the customers\u2019 expectations. Be friendly, easy to do business with (as […]<\/p>\n","protected":false},"author":1,"featured_media":14158,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[76],"tags":[],"class_list":{"0":"post-14157","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-leadership"},"yoast_head":"\nUnveiling The Ultimate Secret To High CSAT And NPS Scores | Brandiary<\/title>\n<meta name=\"description\" content=\"If there really is a secret to getting higher CSAT and NPS scores, I believe it is this: Always do what the customer expects. 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