5 things that cause bad CX

5 things that cause bad CX

Let’s start by understanding what a Сustomer Experience is. In simple terms, Сustomer Experience or CX is the way customers think and feel about a company throughout the duration of their relationship.  Just don’t confuse customer experience with customer service (Сustomer Service is only part of customer experience). Our company is engaged in customer experience research and we will be constantly talking about it here. Here are 5 things that cause bad customer experiences (maybe you can add something? Waiting in comments)
  1. Lack of empathy
  2. Deceptive designs
  3. Service that is not personalized and do not meet customer needs
  4. Too much automation/poor automation/not enough of a human touch
  5. Waiting  in queues
 
Let’s start by understanding what a Сustomer Experience is. In simple terms, Сustomer Experience or CX is the way customers think and feel about a company throughout the duration of their relationship.  Just don’t confuse customer experience with customer service (Сustomer Service is only part of customer experience). Our company is engaged in customer experience research and we will be constantly talking about it here. Here are 5 things that cause bad customer experiences (maybe you can add something? Waiting in comments)
  1. Lack of empathy
  2. Deceptive designs
  3. Service that is not personalized and do not meet customer needs
  4. Too much automation/poor automation/not enough of a human touch
  5. Waiting  in queues
 

1. Lack of empathy

There is no chance for companies like this. No business can avoid complaints completely. 

Instead of dismissing complaints, train your team to deal with them.

Your support team members, your managers need to understand and care about your customers and demonstrate empathy: customers expect companies to stand for something and deliver outstanding experiences

How can you solve this issue?

    • Emotional intelligence, empathy – as key factors in hiring. High-performing teams have people who are driven by helping people and interacting with customers.
    • Create service standards based on issue resolution. To keep customers happy your team needs to be able to spend as much time and keep doing as many actions as it takes to solve an issue.
    • Use technology that promotes proactive support, like chatbots or feedback services that help identify common customer complaints. When your staff receives complaints instantly – they have a chance to respond quickly. 

Even a client’s biggest problem or a slip-up can be resolved if you show understanding and meet your client’s needs.

1. Lack of empathy

There is no chance for companies like this. No business can avoid complaints completely. 

Instead of dismissing complaints, train your team to deal with them.

Your support team members, your managers need to understand and care about your customers and demonstrate empathy: customers expect companies to stand for something and deliver outstanding experiences

How can you solve this issue?

  • Emotional intelligence, empathy – as key factors in hiring. High-performing teams have people who are driven by helping people and interacting with customers.
  • Create service standards based on issue resolution. To keep customers happy your team needs to be able to spend as much time and keep doing as many actions as it takes to solve an issue.
  • Use technology that promotes proactive support, like chatbots or feedback services that help identify common customer complaints. When your staff receives complaints instantly – they have a chance to respond quickly. 

Even a client’s biggest problem or a slip-up can be resolved if you show understanding and meet your client’s needs.