The hold music. The wait time. The menu that always seems to have just changed. Calling customer service is not usually what people want to do in their spare time. But it’s often necessary and represents an important touchpoint for companies that interact with their customers. Understanding why people call customer support is also a
What forms do I need to file my taxes this year? How much is a National Park Pass? How do I renew my passport? Federal government websites are helpful for a wide variety of activities, from mailing a package to booking a camping site to filing taxes. Many federal branches have begun to computerize their
Do you like standing in line at the DMV? How do you register a new business? Who is your state representative in Congress? Over the last decade, many US states have begun to digitize a lot of their services. This results (hopefully) in less standing in line, less time waiting on hold, and fewer people
Where do you get your news? Do you think it’s objective? Do you trust it? Fewer people are relying on print (newspapers and magazines) and even TV for their news. Print subscriptions continue to decline and almost half of Americans report getting their news online, nearly the same as TV news. Despite the evolution of the
There’s a plethora of both big and small data to describe the customer experience. It comes in both qualitative and quantitative forms. In all cases, visualizing data is one of the most effective ways to uncover relationships and patterns, which leads to better insights and improvements in user experiences. Here are five techniques to use
For all products, whether new or existing, there’s a seemingly endless push (and usually strong financial incentive) to innovate. Innovation can mean improving the customer experience or adding new features or functions to address customer needs. Innovation is more than just an epiphany moment from a solo genius. It’s usually the result of much effort
It’s fundamental to creating both a usable customer experience and a better business: you need to know who your customers are. It however can be surprisingly difficult for organizations to connect with their customers to collect information. But just because it isn’t easy doesn’t mean you should skip it. Collecting core demographic information and customer
Surveys are a relatively quick and effective way to measure customers’ attitudes and experiences along their journey. Not all customer experience surveys are created equal. Depending on the goals, the type of questions and length will vary. While customer experience surveys can take on any form, it can be helpful to think of them as
There’s a lot to measure in the customer experience. There’s also many ways to collect the measurements. While the “right” methods and metrics you select depend on the industry and study goals, this list covers most of the online and offline customer experience. It includes a cross section of the four types of analytics data
Shift happens. Customer attitudes shift based on product, website, or any number of experiences. That shift can be for the better or worse: A great experience using a product to solve a problem An infuriating call to customer support An emotionally evocative advertisement A frustrating time locating information on a website One way to understand
