CX 101: Do your Customers Hate Working with you?

Most client-facing employees are aware there’s room for improvement in their customer experience, but it’s typically one of those priorities that gets pushed back as different fires need to be put out. Their Directors and VPs may be aware of a problem, but since it’s difficult to quantify “customer experience,” it’s often de-prioritized in terms of company initiatives.

A recent conversation I had with an After-Sales Service Manager highlighted the importance of soliciting feedback from customers proactively, instead of being reactionary and simply waiting for it to come.

To give you some context, they’re in a competitive, service-heavy space with very high contract values that span many years. Each customer signs contracts from the low six-figures to multi-million dollars.

I was asking her about how their customer experience was doing, and she shared with me an embarrassing conversation she’d had with one of their large customers. They had told her flat out…

“Working with your company is painful.”

Apparently, their contract process is very manual, still based on the old method of emailing over a PDF, having the customer print it out, fill in the information and sign it, then scan it and email over the completed PDF.

This large customer also has some contracts in place with competitors, and shared with this After-Sales Service Manager how smooth the experience is with other companies, as they have all adopted electronic signature solutions and slick customer portals to enable updating their account information online.

Now put this in perspective – the experience was bad enough that one customer actually took the time to alert them of it. Think about how many of them didn’t enjoy the experience, but just didn’t say anything? What does it mean to their business if 10% of their customers resent working with them? What if it’s even just 5%?

With the stakes so high and competition so fierce, the loss of 5% of their customers could represent tens of millions of dollars in lost business. How many jobs could be lost at their company if this happened?

The message is clear and simple. Customers today, at all levels, are demanding higher quality, lower-friction experiences. It’s time to get proactive and contact your customers. Ask them how you can be better. Ask them the hard questions, like “What do you hate about working with us?” Do it now, so you don’t have to wait until they tell you, or worse, until they switch to your competition. Then, once you find out what’s frustrating, start putting a plan together on how to improve each touchpoint with them.

Improvements in customer experience directly affect the bottom line, as satisfied customers will buy more, refer friends more, and cost less to service than acquiring new customers.

49% of B2B buyers relied primarily on peer reviews and referrals to buy solutions – what will your customers say about you?

To stay on top of leading customer engagement expertise, follow Xpertdoc and Jon Caldwell on Twitter: @xpertdoc@jmcaldwell275

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

Travel
We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.

Regards,

The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Voyages
Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.

Merci,

L’équipe Xpertdoc