customer experience dysfunction index

//customer experience dysfunction index

The Customer Experience Dysfunction Index refers to how much customer effort is exerted to resolve a complaint or issue with a product or service. If the product or service issue is not easily resolved because of the company’s internal disorganization then the Customer Experience Dysfunction Index is high.

Time to Stop Customer Feedback

Customer feedback is a waste of time for many. It’s a waste of time for the customers to provide it, a waste for managers to review it, and waste of time for agents to receive it. Oh, and a waste of money to collect it and to summarize it. How can that be? The underlying [...]

Customer Experience BIG DATA Dysfunction

Includes a Customer Experience BIG DATA Dysfunction Self-Assessment Can you identify the root causes of your customer experience big data dysfunction? Everybody has it and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future. Get an insiders look into the [...]

25 Common CX Voice of the Customer Mistakes to Avoid

25 Common CX Voice of the Customer Mistakes to Avoid with Self-assessment Can you easily identify CX Voice of the Customer mistakes in your program? In this free ebook, you learn about common mistakes with your voice of the customer program and what you need to do differently. Get an insiders look into the important [...]

How many different types of customers do you serve?

Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle. In the article, he summarized a recent study [...]

Quality investments are like Granite Countertops

Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had! There is a seemingly infinite number of decisions to be made. It’s not at all like taking [...]

Gallery – 25 causes of customer experience big data dysfunction self-assessment

Below are the question pages in image format for 25 causes of Customer Experience Big Data Dysfunction eBook with Self- assessment. You can download the entire ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime. [...]

What is the first step to customer centric?

Dr. Jodie, we are ready to transform our customer experiences in the New Year. What is the first step to customer centric?  – Jane B. Thank you for your question, Jane. When you undertake what we call the Quality Assurance Transformation Process, the first step to customer centric you must take is to change your [...]

Customer Relationship Metrics’ Most Comical Contact Center Stories

Sometimes it’s good to take a break from the serious, so let’s look back at some of our funniest stories.  Wild, 10+ hour customer experience calls, dissatisfied customers completely destroying brick-and-mortar stores, customer service terrorists going on multi-social channel rants --- these are just some of our most shockingly true and amusing stories, and we [...]

Are your siloed call center processes increasing customer effort?

When people find out what I do for a living they inevitably tell me about some awful customer experience they’ve had and ask if I can ‘fix that company’.  From my perspective as a consumer, I can certainly empathize with their bad customer experience, but as a call center professional I understand the common missteps [...]

You can’t always get the customer experience you want

But if you try sometimes, you just might find you get ------ a high amount customer effort and a lot of headaches.  I continue to be shocked about the customer experience dysfunction I witness in my everyday life.  I have no doubt that you know what I’m talking about.  We see the repetitive communication and [...]

Are unneccessary calls hiking up customer experience dysfunction?

What are your callers thinking about when they spend minute after minute on hold to speak to an agent?  Probably among the thoughts would be ‘what’s taking so long’?  Studies show that up to half of all customer service calls are unnecessarily placed due to high organizational dysfunction. A communication misstep within the customer service [...]

Don’t lose brand control in social media

Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace.  You can see that in part two you as a person responsible for the brand message or customer [...]

Just how much customer experience dysfunction am I paying for here?

Last week I told you about my alarm vs. phone company customer experience drama and raised the question of what part of each dollar spent on your products and services is needed to fund your company’s dysfunction.  I bet it’s more than you thought. To last week’s point, I just received my phone bill.  I [...]