CX I
What does CX stand for?
Customer experience.
Why is great customer experience important?
Because it is important to sustain the growth of our business. It helps to promote loyalty, retains customers, and encourages brand advocacy.
What are the 3 key changes that we have implemented to improve our customer's experience?
Set expectations, Keep Commitments, Have a sense of urgency (when warranted).
What value does “Set expectations” belong to?
Be direct and respectful. Be clear with our customers and partners on what is possible and what is not. Set expectations to them, keep your promises and be respectful.
What Agoda value does “Keep Commitments” belong to?
Do things the right way & be direct and respectful. Be reliable, deliver with quality and fulfill commitments.
What value does “Have a sense of urgency (when warranted)” belong to?
Move fast and be efficient. Take action without delay and keep the agreed timeline. Have a sense of urgency when supporting customers/partners, especially when the need any urgent resolution, but remember to focus on quality and insist on the highest standards and the same time.
Provide an example of when you had to set expectations for the customer.
For team to evaluate.
What is CEG’s mission?
To provide peace of mind for customers and partners by supporting them when they need us.
Which is the fastest way to reach a customer and bring a higher chance of delivering better customer experience for urgent cases?
Outbound call.
Agoji's closure achievement is in the top range. His DSAT never exceeded 2%. But he also got escalated quite often for not following up cases when needed and other case handling opportunities that caused DSAT or getting the cases escalated. Do you think Agoji achieved his performance result the right way?
No. Agoji failed on the “deliver with quality and fulfill commitments” part of Do Things The Right Way.