Is the Net Promoter Score Really So Bad?

So, Gartner predicted that, by 2025, 75% of companies will stop using NPS to measure their customer support program.

I’m calling BS.

Now, I am a bit jealous, because it’s great click bait. I can just picture the folks at Gartner sitting around, thinking, “Wow – Forrester got a lot of interest when they predicted that one out of four CX people will lose their job. What can we do that will create similar buzz? I know! Let’s make a dramatic prediction that’s close enough to feel imminent, but far enough away that nobody will remember it when it’s time to see if we were right!” Read more

Don’t “Go the Extra Mile” in the Wrong Direction!

“What does ‘good’ look like?”

That’s a question CX leaders spend a lot of time pondering. For example, I’m often asked questions like, “How fast does our response rate need to be?”

The easy answer? “As quick as you can make it.” That’s the lazy answer, too.

It should come as no surprise that easy, lazy answers – even when they seem logical – might not be the best. But they can also seriously harm your brand.

Because nothing comes without tradeoffs.

For example, one Heart of the Customer client focused on same-day shipping for every service request. You ask for it today, they get it out to you today. That sounds better than “good,” right? It seems downright greatRead more

Revealing Change Makers’ Secrets

As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings.

Today I want to take you behind the curtain and describe the impetus for the project, explain some of the methodology, and tell you about my motivation and goals. To do that, I need to start at the beginning.

Once upon a time, I was a customer experience failure.

Back in the olden days (olden in CX terms, anyway, as it was more than a decade ago), I led a customer experience program in a division of a large health insurance organization.

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Are Your “Averages” Obscuring Your CX Opportunities?

If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.”

Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What do you mean?” Or they only mentioned survey data.

But not the Change Makers.

They understand that business data is what the organization runs on. And they have a thorough understanding of the metrics that make up their customer journeys, particularly their organizations’ key performance indicators (KPIs). Read more

Journey Mapping Mistakes to Avoid

The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed.

So why do almost two-thirds of journey mapping initiatives fail to drive change?

Because journey mapping is an art and a science, and doing it right is hard. Which makes it tempting to cut corners and rush the process.

But you’re not going to gain anything with those shortcuts if your journey mapping project turns out to be a huge waste of time and resources as a result. And there’s even more on the line than that.

One failed journey mapping project makes it that much less likely that you’ll be able to muster the internal support needed to try again. Read more

Lessons From a Change Maker

It’s hard to overstate how much building an emotional connection with customers matters.

According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. When it’s rated low, only 6% are. More importantly, when the emotional experience is rated highly, 63% will forgive you when problems arise.

But if you haven’t created that strong emotional experience? Only 11% will. Read more

Follow the Chain of CX Value to Drive Impact

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced.

The challenge there is knowing where to invest.

Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick around longer, and/or engage with you in less-costly ways.

So how do you find that sweet spot?

By working the issue backward and managing it working forward, through the Chain of CX Value.

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Backorder Issues: The High Cost of Reduced Inventory

Heart of the Customer maps customer journeys for a wide range of B2B organizations, from healthcare to manufacturing to distribution and more. We’ve found one area of friction common across industries: backorder issues.

Whether mom and pop retail storefronts or global manufacturers, customers with products on backorder face similar situations. Here’s how it generally plays out:

  • They take an order from their customer and promise a delivery. Then they find out that the product is on backorder. That puts them in an difficult position. Do they scramble to find a new supplier? Look for an alternate product? Disappoint their customer?

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Six Ways to Show B2B CX Value

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest:

The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business.

Some companies start with their survey scores, then try to validate that the scores matter. Others never do that, and just hope improving survey scores will lead to higher loyalty.

The best – those we call “Change Makers” – start by understanding how the business generates value from an improved customer experience, then ensure that every activity is focused on achieving that outcome. Read more

Interview: Kate Nightingale of Style Psychology

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. (But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation. You can watch the complete video here.

Jim:
So we were on a panel together [The Art and Science of Creating Exceptional Customer Experiences, now available on demand] and we were talking about emotions in the experience. And one of the other panelists brought up the “effortless experience.” Both you and I had a visceral reaction to that book. I have my thoughts, but let’s start with you. Tell me more why you reacted to that. Read more