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Innovation and the Art of Recognizing Opportunity

I often speak about customer experience in my blogs. I do so because a company that provides a superior customer experience creates a robust strategic differentiator. However, today I want to focus on product innovation and a success story of one of our clients, AGCO.

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Keeping the Experience Alive and Vital

Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:

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How to Cut Out Customer Feedback Friction

Customer feedback is an essential ingredient for building better customer experiences, which help businesses survive and thrive.

Too often, though, feedback processes contain unnecessary friction, which causes customers to drop out of the process.

This is a lose-lose situation. The company is deprived of customer insights and customers waste their time.

Here’s the good news: By following a few simple steps, you can prevent or solve much of the friction in feedback processes. Before getting to those, though, let me share why I’m writing about this in the first place.

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Customer Experience KPI’s: Unintended Consequences (and How to Avoid Them)

Key Performance Indicators (KPIs) can be invaluable in helping companies manage progress towards their goals. A KPI answers the question “Are we on track?” with a single metric. Put enough KPIs on a dashboard, and you’ve struck management gold: a snapshot of your business, distilled to a single page.

Applied to customer experience improvement efforts, KPIs can help businesses put actionable, “hard” metrics around what can otherwise be a “soft” topic. Just the ticket for aligning your efforts to become more customer centric. So, what’s not to love?

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What Do Customers Really Want from Their Service Experiences?

To improve the service experience your company delivers to customers, it’s important to first define what success looks like.  You must answer the question “what do our customers really want from their service experiences?”

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