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You’re a Customer Experience professional. What do you do when faced with these common challenges?

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As a Customer Experience (CX) professional, you know how important it is to deliver positive and memorable experiences to your customers. But you also face some common challenges that can affect your performance and satisfaction. How do you overcome them and keep improving your skills and career? Here are some tips and best practices for dealing with four typical scenarios.

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Frederic Lempereur ??

Expérience et Relation Client ! Directeur et Chef de Projet I CXO I Scrum Master I Product Owner I [Passionné et…
Amadou BAH

Responsable Expérience Client || Recouvrement || Gestion des Risques || Business Développement || énergie Solaire ||…

1 Angry Customers

No matter how good your products or services are, you will inevitably encounter angry customers. It is important to handle them with empathy, patience, and professionalism. To do this, begin by acknowledging their feelings and apologizing sincerely. Listen actively and ask open-ended questions to understand their problem and needs. Then offer a solution that meets their expectations and aligns with your policies. Confirm their satisfaction and thank them for their feedback. Finally, follow up with them to ensure their issue is resolved and they are happy.

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Frederic Lempereur ??

Expérience et Relation Client ! Directeur et Chef de Projet I CXO I Scrum Master I Product Owner I [Passionné et Expert] CXO I CRM I XP +20 ans d'expérience
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Un client en colère c’est précieux. Il détient des informations capitales sur le cycle de vie de votre service / produit Une fois entendu, s’assurer que ce n’est pas de mauvaise foi. L’identification du canal et du point de contact est une étape obligatoire, notification détaillée de l’irritant. Tout ne se traite pas ! Si c’est en phase avec votre vision il se traite. Un exemple : un irritant fort est l’impossibilité de joindre un service web par téléphone Si la stratégie et la valeur ne permette pas de financer un service par téléphone, cet irritant ne se traite pas

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Amadou BAH

Responsable Expérience Client || Recouvrement || Gestion des Risques || Business Développement || énergie Solaire || Entrepreneur en croissance
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Les clients en colère ?? Il faut être très prudent dans leurs traitements. Il est possible que le client soit en colère sur du faux. Et les informations peuvent être de nature calamiteuses. Mais sinon : Il faut créer un cadre d’échange pour comprendre la raison de leurs colère et surtout savoir les écouter. Recenser les informations et ensuite faire une confrontation des données. Par la suite apporter des réponses adaptées et cohérente. S’il y’a droit de réparation aussi, faudra le faire. Revoir en interne les défaillances et apporter des corrections. NB : des clients en colère peuvent être une opportunité pour avoir des informations, conna?tre les mauvaises pratiques et être au courant des malversations ou fraudes.

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Chad Littin

Data Storyteller | Goal Enabler | Friction Eliminator | Product Refiner
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Angry customers often times will drag their feet and be reluctant to assist with their required side of working towards a resolution. After the initial acknowledge-empathize-reassure stage it is good to emphasize that you are working WITH the customer to get to a resolution and that you appreciate their efforts/patience/understanding. You need to come to a mutual understanding that to get to resolution it will require both parties. Otherwise, the counter productive approach will only lead to more anger. I like to bridge this gap by talking about working together to make the process move forward towards a resolution. Ultimately, letting them know that you are marching towards a solution side by side.

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Sarah Osthues

Tresore sind langweilig? Von wegen! ?? Mit der richtigen Strategie unvergessliche Markenerlebnisse schaffen ???? Brand Experience Managerin ??????
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Der Kunde steht im Zentrum unserer Arbeit, deshalb ist es besonders wichtig, dass er am Ende des Tages zufrieden ist. Der Kunde m?chte sich einfach nur geh?rt und verstanden fühlen. Problem analysieren und L?sung finden ist hier der Schlüssel.

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2 Low Feedback Rates

Feedback is essential for CX improvement, however, it can be difficult to get customers to share their opinions and suggestions. To increase the quality and quantity of your feedback, design short, simple, and relevant surveys that focus on the most important aspects of the customer journey. Utilize multiple channels and formats such as email, SMS, web, phone, or video to reach your customers. Segment your customers based on their behavior, preferences, or demographics in order to personalize your feedback requests. You can also incentivize your customers to participate by offering rewards, discounts, or recognition. Demonstrate how you use their feedback to improve their experience and value their input.

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3 Siloed Teams

CX is not the responsibility of one department, but rather a cross-functional effort that requires collaboration and alignment. Breaking down barriers and fostering cooperation can be difficult when teams are siloed, have conflicting goals, or lack communication. To achieve this, it's important to establish a clear and shared vision for CX across the organization and communicate it regularly. Cross-functional teams and projects should be created to involve representatives from all departments and levels. Utilizing tools and platforms that allow for easy information sharing and feedback among teams is also essential. Additionally, celebrating team achievements, providing training and coaching to develop CX skills, and rewarding successes while encouraging learning from failures are all key components of creating a culture of cooperation.

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Sarah Osthues

Tresore sind langweilig? Von wegen! ?? Mit der richtigen Strategie unvergessliche Markenerlebnisse schaffen ???? Brand Experience Managerin ??????
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Es ist wichtig, die Unternehmenswerte und -ziele intern so zu kommunizieren, dass sie gelebt werden. Interne Kommunikation ist der Schlüssel, damit sich Mitarbeiterinnen und Mitarbeiter zum Unternehmen verbunden fühlen.

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4 Changing Customer Needs

Customer needs and expectations are constantly changing, driven by technology, competition, trends, or crises. To stay ahead of the curve and anticipate customer needs, you need to conduct regular market research and competitive analysis to identify gaps, opportunities, and threats in your industry. Additionally, monitoring customer behavior and feedback across all touchpoints and channels can help you uncover patterns, trends, and insights. Moreover, testing and experimenting with new ideas can help address customer pain points or delight them in unexpected ways. Involving customers in the innovation process can provide valuable input and feedback. Lastly, being agile and flexible is essential for embracing change as an opportunity to learn and grow.

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Jo?o Fernandes

Scale smarter with human-centric and AI-powered CX
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To enhance our approach to changing customer needs, it's crucial to leverage the power of advanced analytics and AI. By integrating AI-driven insights, we can significantly improve the precision with which we predict and understand evolving customer trends and behaviours. This strategic application not only enables us to address current challenges but also to anticipate areas for innovation and enhancement proactively. Leveraging data analytics and AI allows for the development of a dynamic, responsive customer experience strategy to predict market changes in real time. This commitment to exceeding customer expectations demonstrates a forward-thinking mindset, fostering deeper loyalty and connection.

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Sarah Osthues

Tresore sind langweilig? Von wegen! ?? Mit der richtigen Strategie unvergessliche Markenerlebnisse schaffen ???? Brand Experience Managerin ??????
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In manchen Branchen spielen Gesetze eine besonders gro?e Rolle. Auch diese k?nnen einen gro?en Impact auf das Kaufverhalten der Kunden haben. Deshalb ist es wichtig, über aktuelle Themen und Gesetzes?nderungen informiert zu sein.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re a Customer Experience professional. What do you do when faced with these common challenges?

1

2

3

4

5

1 Angry Customers

2 Low Feedback Rates

3 Siloed Teams

4 Changing Customer Needs

5 Here’s what else to consider

Customer Experience

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You’re a Customer Experience professional. What do you do when faced with these common challenges?

1

2

3

4

5

1 Angry Customers

2 Low Feedback Rates

3 Siloed Teams

4 Changing Customer Needs

5 Here’s what else to consider

Customer Experience

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