Ciprian

  • Ciprian and Profile picture of AlexeyAlexey are now friends 6 years, 10 months ago

  • Ciprian and Profile picture of AlexeyAlexey are now friends 6 years, 10 months ago

  • Ciprian posted a new activity comment 6 years, 10 months ago

    And I think it is another important element which comes as a big plus, besides discipline : all the employees, no matter department they belong to, should be “on the same boat” when it comes to customer delight ( above the customer expectations )

  • Ciprian posted a new activity comment 6 years, 10 months ago

    Hi,
    Appart of all the surveys and reports which I agree with you that are some measurement tools , I really focus on my personal initiative “In touch with customer”- where I try to understand their negatives and to build appropriate solutions in order to turn them into positives. And so far, it is really succesfull 🙂

  • Ciprian posted a new activity comment 6 years, 10 months ago

    Agree with you 100% :). At the moment, we are colecting the customer feedback exactly how you say. For the business clients ( where I am responsable for their experience ), we are looking on type of interaction – proactive and reactive – and channels – internal and outsourced – Apart of that, I personaly follow my own program ” In touch with…[Read more]

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  • Hi all,
    In terms of Customer Experience Culture, I totally agree with our motto “Turn the customers into fans”.
    How we do that ? Quite simple : all the non facing customers employees need to get thru a customer direct contact program either phone calls , online feedback, or stores visits.
    The main goal is to deeply understand the real needs,…[Read more]

    • The important thing here is obtaining customer feedback on constant basis in a structured way (different channels, different types of contact etc.) to make sure your culture starts working properly. How do you handle this so far?

    • Agree with you 100% :). At the moment, we are colecting the customer feedback exactly how you say. For the business clients ( where I am responsable for their experience ), we are looking on type of interaction – proactive and reactive – and channels – internal and outsourced – Apart of that, I personaly follow my own program ” In touch with…[Read more]

    • hi there
      One thing that would be nice, is for companies to be brave enough to look at the negatives in their customer relations and interactions – what are we doing that isnt actually 100% right, and trying to fix them, even if it is slowly. Too many surveys out there only deal with the positives, with many businesses falsly believing that…[Read more]

    • I think that the technique itself is not so important, all methods are well-known and there is nothing revolutionary.
      Usually, the main challenge with customer feedback and quality of experience is in strong discipline, being structured and pragmatic. Collect feedback in all channels, on constant basis, from different segment, be able to track…[Read more]

    • Speaking about techniques, the most undeveloped area – is measuring customer loyalty and relationship strength. NPS doesn’t work here because it describes the past, but doesn’t answer the question, whether customer will be loyal tomorrow if he will be offered the same product for lower price and more functional channels for free. We apply or own…[Read more]

    • Hi,
      Appart of all the surveys and reports which I agree with you that are some measurement tools , I really focus on my personal initiative “In touch with customer”- where I try to understand their negatives and to build appropriate solutions in order to turn them into positives. And so far, it is really succesfull 🙂

    • And I think it is another important element which comes as a big plus, besides discipline : all the employees, no matter department they belong to, should be “on the same boat” when it comes to customer delight ( above the customer expectations )

    • Wouldn’t customers be annoyed and stop answering all the surveys and questions? How would you get your employees to be customer focused? And even if you could, wouldn’t all of this be pretty expensive for a company to go through?

  • Hey Michael, it’s been a great experience. Congrats for insights and presentation overall. Thanks !