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Frequently Asked CX Questions

To give you an idea on how we can help, here’s some of the questions we get asked by our clients who face various CX challenges. If these are the type of questions you would like answered please get in touch with us.

Where do we start?

What is your position in the market/ How do your customers see you?

Which touchpoints are more important that others? Which areas should we be looking at? Spotting the gaps between that you think the customer wants and what they actually want and identifying areas for improvement.

Everyone can make a difference, how do we get our employees fully engaged with CX? (This is key to understanding the link between customers and employees - Engaging and recognising Employees)

Which Feedback/Listening programmes should we be using?

Getting the basics right and then meeting and exceeding customer expectations. Is there a gap between the customer’s expectation and what you’re actually delivering? (Discovering those extra bits that demonstrates genuine interest to your customers.)

What are the Key drivers for customer behaviour?

What are the key principles behind great customer experiences?  Wow!

What are the values needed to provide exceptional customer experiences?

What little bits can we add to current customer satisfaction so we can get customers beyond satisfied to delighting them?

What is the real value of a customer to my business?

How do we keep the lines of communication with customers open (e.g. to capture complaints, identify other areas we’re not aware of), because most unsatisfied customers won’t tell you on their own , instead they go somewhere else and will tell others?

How do we handle customers who complain?

How do we handle difficult customers?

What’s our customer recovery processes?

How can we respond to changing customer expectations?

Are we really dealing with our customers or have we directed them away out of sight (and out of mind)?

Where does social media fit into our CX plans?

How do we deliver a consistent CX?

We’re measuring NPS but how do we find the improvements to make?

ow do we understand and promote real customer loyalty?

CX FAQ

Frequently Asked CX Questions

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