Hi Jacob, tell us about yourself and your background and how you got to the CX space.
As I got ready to start university, he told me I couldn’t; I had to learn to sell first. So I got a job selling ads on yellow pages and haven’t looked back from there. For the next 6 years or so, I worked first as a salesperson before becoming a supervisor and moving into service.
In 2006 I started my own business, and our mission is to create engagement and loyalty by training, provoking, and inspiring people; we do this through coaching, workshops, talks, and 1on1s with leaders and employees.
What are some of the common misunderstandings related to customer experience?
Every single time we have an interaction, we have the possibility to create loyalty and a great experience for the customer. When we focus on “speed,” “being fast,” and “quick,” focus is on our costs and planning and no longer on the customer.
We need to look at efficiency instead. Efficiency means we give the customer a great experience in the time needed and no mas.
Have you seen any interesting new trends in eCommerce this year?
The integration with video is taking off. I visited a small store in Denmark that started doing video auctions every Friday, the owner and her daughter showed off clothes live from inside the store. They had thousands of viewers and managed to generate a week worth of revenue doing those 2 hours every Friday.
This was partly due to covid, and I am sure it’s a trend that will grow. Live interaction with sales and service through video.
eCommerce boomed in 2020, and consumers started leaving more product reviews online. How can we make the most out of this momentum?
– Online reviews.
So CX is more important than ever in creating ambassadors and people who will recommend our business.
What are some CX companies/solutions you’re keeping your eyes on right now?
So many things changed in 2020. While some things are going to return to “normal,” what are new trends and habits you think will stay with us in the long term?
Online shopping has increased dramatically, and according to Zendesk’s report, the increase in customer service contact has increased by 20% globally.
This will continue, and service reps will be more customers’ only point of contact as this happens. So what experience should they get?
Do you believe focus groups are still relevant in the era of eCommerce? Why?
Last but not least, what is your favorite CX metric?
- Net Promoter System (google it and read the books, you will be glad you did)
- First Call resolution (this is easy to start up and get running. “Don’t let great get in the way of good” start today!)