Customer Experience:Innovation

In my Customer Experience group we have an Innovation hour where we get together to talk about anything that might improve our group, company, product offerings, etc. Sometimes in meetings you have a great idea that is off topic but you want to followup with it. the Innovation hour lets us follow those ideas. during the week we write down items that we what to talk about for the Innovation hour. we might talk about all or some or none of those ideas depending on where the conversation leads. if the group decides something is worth pursuing then we can build a user story for our scrum backlog and take it on a future sprint. I highly recommend an Innovation hour for your team.

Customer Experience: The Recession

The economy is down so it is time to cut costs. When do you cut people and when do you cut the tools people use. When a customer calls and says they need financial relief it tells us the value they see in the software we provide is not what it once was. Its important in the customer experience process that the software they are using becomes critical to their success and is not thrown out at the first sign of financial distress. To get to the level where the customer considers our software critical involves building a relationship with the individual people who must use it within each organization we serve. During a recession is not the time to let those relationships fade.

Customer Experience: The Promoter

Thanks to some online tools we can create one question surveys and using social networks get those surveys out to our customers instantly. we are focusing on one question surveys that we send out to our customer base to gauge their experience with our product. the first one we did utilizes the net promoter model of one question "How likely are you to recommend [product] to another [potential customer]? and rate that on a scale from 0 to 10. the power of the net promoter model is scores 0 to 6 are detractors (negative promotion) 7 and 8 are passives (no promotion) and only 9 and 10 are called (positive) promoters. The net promoter percentage is how many positives did you get from the total number of people who responded.

The next survey we did asked our customers to rank 4 areas that our company should focus on from most important to least important. the idea is see what our customers think is important and then compare that to what we think is important. aligning our priorities with our customers helps promote a good customer experience.