OpenArc, LLC.’s Post

We are in the midst of another round of gathering customer feedback. One of a number of feedback loops we use to improve how we deliver for our clients. Rather than simple NPS, we use ideas from David Anderson's (of the blue Kanban book fame) Fit for Purpose approach to receiving feedback. It focuses on actionable feedback and learning what people hoped to get from your product or service, which may surprise you. Check it out: https://lnkd.in/gAH3_k8K

In every call-centre interaction, there’s a wealth of knowledge waiting to be tapped into. What sets high-performing teams apart is how they transform that feedback into meaningful improvements. For me, the key to driving continuous improvement lies in creating structured feedback loops that not only gather insights but also turn them into real-world change. When we really listen to feedback, it often reveals patterns and opportunities that can shape the way we move forward. It’s about interpreting the underlying message customers are sending. Whether it's a tweak to a process or a shift in our product development roadmap, each piece of feedback becomes a step toward delivering a more seamless and engaging experience. In an increasingly digital world, personalization is everything. Customers expect brands to know them, understand their needs, and anticipate their challenges. By actively listening and analysing feedback, we’re not just improving existing services; we’re evolving alongside our customers. Structured feedback also empowers our teams. When agents know their conversations drive change, it fosters a culture of ownership and innovation. It’s not just about solving the immediate issue on the call, but about making an impact on the bigger picture. This sense of purpose translates into a better experience for both the employee and the customer. In the end, customer feedback doesn’t just guide us—it drives us. By listening closely and acting intentionally, we’re shaping the future one interaction at a time. #CustomerFeedback #CXExcellence #ContinuousImprovement #CallCenterEvolution #CustomerInsights #Personalization #TeamEmpowerment #CustomerExperience #ProcessInnovation #QDegrees

Understanding Behavior should never be left out

We often overlook the importance of feedback and its integration into our development, particularly in the realm of customer experience. Amanda Kwasniewicz, VP of Customer Experience at Love Wellness, eloquently states, "I think CX is often viewed as a call center, a revenue driver—and we're missing the core part that it's a feedback machine. It's like a feedback treasure trove. So, if you can think about it as all three of those things, that's what it is. It really is about the experience." We must embrace feedback positively as it facilitates learning, growth, and effective execution. Share your thoughts on this in the comments! 👇 Content credit: Gorgias

We've all been there – that frustrating moment when a #CustomerExperience falls short of expectations. It's not just an inconvenience; it's an opportunity for #growth and #improvement. 🌱 Bad experiences highlight areas that need attention and improvement. As consumers, we deserve transparency, responsiveness, and a genuine effort to make things right. 🚨 Businesses, take note: Every bad experience is a chance to reassess processes, enhance communication, and refine customer service. Acknowledge the missteps, learn from them, and use that knowledge to provide even better experiences in the future. Let's foster a culture where feedback is valued, and mistakes become opportunities for growth. Remember, a single bad experience doesn't define a brand; it's how you respond and evolve that truly matters. 💚 ✨ #ThinkConversation #CX #ImprovementJourney #CustomerFeedback

Embracing continuous improvement isn't just about making big changes; it's about consistently finding ways to do things better, every single day. From streamlining processes to enhancing customer experiences, small steps can lead to big results. Let's commit to a culture of excellence and innovation!#ContinuousImprovement #Teamwork #trussugavi #suppychainadvisory

Discover the transformative power of mindfulness in marketing! From crafting successful strategies to fostering customer satisfaction and well-being in marketing professionals, the key to success lies in staying present. 🧘Embrace mindfulness for a more impactful and harmonious marketing journey. #MindfulMarketing #MarketingSuccess #MindfulnessInBusiness

Do you design sentiment into your customer interactions? If you don't, you should! 🥰 86% of customers with high emotional engagement say they always think first of the brands they are loyal to when they need something 🥰 70% of emotionally engaged customers spend up to 3 times more on brands they are loyal to 🥰 And 80% of emotionally engaged customers will advocate for that brand 👆🏽This doesn't happen by accident. The Harvard Business Review conducted research that spans hundreds of brands in dozens of categories and found that it’s possible to measure and strategically target the feelings that drive customers’ behaviour. They call them “emotional motivators.” These can be used to provide a gauge of customers’ future value to a firm. There are hundreds that can be measured but these 10 can be applied to all industries. 🖊 Confidence in the future 🖊 Aspirational 🖊 Inspires a sense of wellbeing 🖊 Succeed 🖊 Feel secure 🖊 Enjoy a sense of freedom 🖊 Enjoy a sense of thrill 🖊 Protect the environment 🖊 Anticipate need 🖊 Be uniquely you If you can design your experience in a way that on a macro or micro level, invokes some of these feelings, you will develop that sentiment that's essential to emotional engagement, which in turn creates loyalty and will see your customer value increase. Watch out for this week's episode of CX-TV which shares a simple 3 step framework to make sure every customer interaction is great. Happy CX-ing, #sentiment #customerexperience #customerinteraction #servicedesign #consultancy

🔑Exploring the notion of "Is the Customer Always Right?" goes beyond a simple rule. It involves understanding the underlying motivations behind customer desires. In his insightful article, Francesco Fazio highlights the importance of bridging the gap between words and actions to achieve true customer-centricity. Businesses can foster genuine connections and drive engagement by creating an environment where customer interaction holds deep resonance. Discover the key to fostering customer-centric thinking and learn how to cultivate meaningful relationships with your valued customers. https://lnkd.in/dik2umr8 #customercentricity #engagement #customersatisfaction

Why do we also get tangled up in the creative process? We think the end game is perfection. We don’t say it out loud, but we do. Habit. The perfectly defined Customer Experience. Really? This is why the “Yes, and…” performance improv method works so well in business and in the Customer Experience. It always starts with something—maybe an idea from the audience or someone entering a scene with an action—no explanation, just an action. Next, we have the thrill of adding to it. And this is vital: we may do or say something different from what the first person thought should be the next step!  In business, this can be innovation or as important as disruption. As improvisers, we learn very quickly to let go of the “should be” and trust the process. We’re given an offer (anything that moves a scene, project, or idea forward) and build on it, and build on it, and build on it. This is the magic of true collaboration, innovation, trust, and no preconceived notions. It works! Now, isn’t this what we want to have with our customers? Though we use words like Surprise and Delight, if we focus on the first concept, your customers will feel much more than delight. Can we start trusting the process, the present, our unfettered ability to take what has been given us and…? To create? And to make it play? The raw term is “exceeding expectations.” What really happens is magic!  What offer is sitting in front of you today that needs the magical next step? #CX #CustomerExperience #Improv #YesAnd #Creativity #Disruption