Customer Experience Question:
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How would you know that your customer experience needs to be improved?
Answer:
You can not necessarily trust your customers to tell you. Few will take the time to complain or fill out a survey (especially online), they will simply go to a competitor or worse, social media to complain. Better to ask these questions:
★ Is our market share slipping?
★ Is it costing more to acquire new customers?
★ Are we losing existing customers more rapidly (churn)?
★ Are we getting fewer recommendations and favorable reviews online and in social media?
★ How much pain would our customers have to go through to switch to a competitor (switching costs)?
Getting the answers to these questions will not only help determine the current quality of the customer experience but will also form the basis of a business case to do something about it.
★ Is our market share slipping?
★ Is it costing more to acquire new customers?
★ Are we losing existing customers more rapidly (churn)?
★ Are we getting fewer recommendations and favorable reviews online and in social media?
★ How much pain would our customers have to go through to switch to a competitor (switching costs)?
Getting the answers to these questions will not only help determine the current quality of the customer experience but will also form the basis of a business case to do something about it.
Download Customer Experience Interview Questions And Answers
PDF
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