D. Jeremy DeMar, M.A., CPE, ENP’s Post

Let's be clear - one customer survey is not a Customer Experience! If I had a dollar for every business that used surveys as their "customer experience", my name would be listed next to Elon Musk on Forbes Richest! Sure, Surveys are really helpful for understanding your customer's experience, but remember, they're not the experience itself; they are just one of the many ways we can gain insights into the experience. At its core, customer experience is a feeling. That feeling is created through a series of interactions with your brand, business, staff, products, services, etc. If you really want to design a customer experience, you have to take the time to get to know your customers—understand what problem you solve for them and how your organisational purpose fits into their lives (not how they fit into your purpose/revenue goals...). When you build your business around your customer - you build a sustainable business that makes the world a better place - because you are solving a problem for people, that solution enables you to create employment, thereby solving an income problem for your staff and your purpose is a higher call that everyone gets to buy into. If you have a survey, great—review it to gain insights so you can better serve your customers, solve their problems, and make the world a better place. #customerexperience #sureveyfatigue #businessgrowthstrategist Photo by Madison Oren on Unsplash

Think You Know Your Customer Experience? Think Again. Traditional surveys and crowdsourced reviews often come with hidden biases. People who participate usually have a reason – whether it's to share an exceptional experience or vent about a negative one. The reality? Most of your everyday customers aren’t speaking up. That’s where Helion shines. We provide unbiased, real-world insights from mystery shoppers who represent your typical customer base – no motivations, no skewed results, just an accurate reflection of your business. Here’s how Helion helps: Clear, Unbiased Feedback: Go beyond surveys and see how your business truly operates. Hidden Growth Opportunities: Find out what’s working and what’s holding you back. Performance Insights: Get a clear picture of how your team performs when no one’s watching. Curious about how to unlock the truth about your customer experience? Let’s connect for a no-obligation consultation and discover how our mystery shopping services can transform your business. https://lnkd.in/esqKAReJ Don’t rely on biased surveys. Discover the full picture with Helion. #CustomerExperience #HelionResearch #MysteryShopping #BusinessGrowth #ServiceExcellence #UnbiasedFeedback

When it comes to customer experience, nearly half of all companies are stabbing in the dark. That’s right: recent data suggest that around 42% of companies develop their customer experience strategies without actually listening to their customers. Instead, they rely on “experience” and “institutional knowledge” to guide their strategy. “We know what our customers want,” they say. “We’re the experts. We’ve been serving them for years.” But the truth is: You can’t develop an effective customer experience without listening to your customers. It’s just not possible. Customer wants and needs are based on a variety of constantly evolving economic and cultural factors. Which means not only do you have to listen to your customers at the moment of strategy development, you have to be in a constant posture of listening throughout the implementation and beyond to make sure you’re staying ahead of their needs. In other words, customer listening isn’t just an activity. It’s a lifestyle. Now maybe it makes sense why nearly half of all companies would rather rely on internal expertise. Changing your organizational culture to be truly customer-centric requires more than just a few surveys. In our 40+ years in business, we’ve learned a lot about what it takes to help an organization build a growth-driving #customerexperience. From deeply understanding your customers, to designing an implementable #CXstrategy, to creating the kind of internal buy-in that incentivizes your employees to drive it forward with enthusiasm. And it all starts by opening the lines of communication with your customers. What do you think is the biggest benefit (or headache) of #customerlistening?

The Customer Experience Delusion: Are You Part of the 72%? 😱 Launching a Customer Voice Program from Scratch: The Grand Finale (6/5) 🎭🏆 As we wrap up our journey into building a stellar Customer Voice program, let's address the elephant in the room: 80% of companies believe they deliver a great customer experience, but only 8% of customers agree. That's a 72% delusion gap! 🕳️ Why does this matter? Because if you're not listening to your customers, you're essentially flying blind. And in today's competitive landscape, that's a recipe for disaster. 💥 Let's recap our key learnings to ensure you're not part of the 72%: 1. Align or Decline 🎯 Your Customer Voice program must align with your overall strategy. It's not just about collecting data; it's about driving your business forward. 2. Envision Your Endgame 🏁 Design your dream dashboard first. Your end goal should shape your entire data collection strategy. 3. Simplicity is King 👑 Keep surveys short and sweet. Focus on 3-4 key questions that truly matter. Quality over quantity, always. 4. Make Surveys an Experience 🎭 Your survey is a touchpoint too! Design it to reflect your brand and create a positive interaction. 5. Action Speaks Louder Than Words 🚀 Collecting feedback is useless unless you act on it. Close the loop with customers and drive real change in your organization. Remember, the goal isn't to be part of the 80% who think they're doing great. The goal is to be in that coveted 8% that customers actually appreciate. And the only way to get there? Listen, learn, and act. As we conclude this series, I challenge you: Take a hard look at your customer experience. Are you really as good as you think you are? And more importantly, what are you going to do about it? Dominik, Chris, Julien - any interesting thoughts from your vast experience? Share your biggest takeaway from this series below. Let's close that perception gap together! 👇🔥 #CustomerExperience #VoiceOfCustomer #CXStrategy #PerceptionGap

How can you elevate your customer experience? 🤔 The answer lies in Qualitative Research to Enhance Customer Experience! 🌟 Go beyond the numbers and explore the ‘why’ behind customer behaviors. 🧩 This approach helps businesses design impactful solutions that resonate with their audience. Read the full article here: https://buff.ly/4e1aqtf … And follow us for more expert tips. 📈 . . . #CXExcellence #QualitativeResearch #CustomerInsight #InsightfulDecisions #ResearchDriven #UserResearch #CustomerVoice #CXStrategy #ClientSuccess #CustomerFirst #CustomerLoyalty #InnovativeResearch #InsightfulAnalytics #CustomerEngagement #ExperienceMatters #ClientSatisfaction #MarketResearchTips #CustomerDriven #BusinessSuccess #DesignThinking

Customer experience isn't just a buzzword; it's the cornerstone of successful business growth in today's dynamic market landscape. By focusing on customer experience, your brand can transform, elevate, and thrive. But what does it really mean to excel in customer experience? Here are a few key insights: - **Empathy**: Understand and anticipate your customers' needs. It’s not just about fulfilling requests but genuinely connecting on a human level. - **Consistency**: Every touchpoint matters. From initial contact to after-sales support, ensure a seamless and consistent experience. - **Feedback Loop**: Create channels to capture, analyze, and act on customer feedback. This not only boosts satisfaction but drives innovation. A positive customer experience translates to: - **Loyalty**: Satisfied customers become repeat customers and brand advocates. - **Referrals**: They share their good experiences, bringing you new business organically. - **Competitive Advantage**: In a crowded market, excellent customer experience sets you apart. Moreover, investing in customer experience is an investment in your brand’s future. When customers feel heard and valued, their trust in your brand deepens. This trust is the foundation upon which lasting business relationships are built. Organizations that prioritize customer experience will find that their efforts lead to unique growth opportunities. They’ll see increased customer lifetime value, reduced churn rates, and a stronger market presence. Remember, it’s not just about meeting expectations; it’s about exceeding them. Stay committed to delivering exceptional experiences. Your customers deserve nothing less. #CustomerExperience #BusinessGrowth #BrandLoyalty #CustomerFeedback

Is your business ready to excel in customer experience? 📈 Annual Surveys are becoming a thing of the past and it is recognised by those that really understand CX that this type of survey is more transactional than transformational. Don't get me wrong, there is still a place for them but additionally, customers expect businesses to listen, respond, and adapt instantly in the fast-paced digital age. This is the challenge or rather, the opportunity. With insight6, you’ll gain actionable insights that put you ahead of the curve and enhance your customer interactions. Curious how? Check out our latest blog for all the details: [link in comments] 💡 #CustomerExperience #RealTimeFeedback #BusinessGrowth #insight6 #Norfolk

Data Drives Decisions: How to Leverage Data for Powerful CX Assessments Data isn't just numbers - it's the fuel that powers powerful CX assessments. Learn how we analyze your data to gain actionable insights, uncovering hidden customer needs and preferences. Leverage the power of data to create an exceptional customer experience that sets you apart. https://lnkd.in/gq-UvZfp #DataDrivenCX #CustomerInsights #ActionableResults

To truly understand customer experience, businesses must take a multifaceted approach. This involves listening to customers, mapping their journeys, analyzing data, and incorporating empathy and emotional intelligence. By actively gathering feedback, analyzing touchpoints, and tracking behavior, companies can create more personalized and empathetic interactions. Continuous improvement through regular reviews and refinements ensures that CX strategies stay aligned with customer needs and expectations. Remember, understanding your customers is the key to a successful business.

Customer Experience Management is the systematic approach companies employ to oversee and record every customer interaction throughout their journey. This data, sourced from internal systems or social media platforms, enables comprehensive management of cross-channel engagement, interactions, and transactions with a company, brand, product, or service. . For more details on our services, log on to ess.net.in . #ESS #CustomerExperienceManagement #CXManagement #CustomerJourney #DataAnalytics #CustomerInteraction #CrossChannelEngagement #CustomerService #BrandManagement #SocialMediaMonitoring #BusinessInsights #ESSServices