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VOC x CX = Success: 12 Success Models Guided by Customer Touchpoints

VOC x CX = Success: 12 Success Models Guided by Customer Touchpoints

April 4, 2024
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Author: Big Y

CX Snow Production Model: A Comprehensive Guide to Enhancing Customer Experience

In today's fast-paced business world, customer experience (CX) is a critical factor that can make or break a company's success. CX is the sum of all interactions a customer has with a company, from browsing their website to purchasing their products or services. To ensure a positive CX, companies need to focus on their points of contact with customers and continuously improve them. This is where the CX snow production model comes in.

What is the CX Snow Production Model?

The CX snow production model is a success model that combines three strengths: customer power in contact center management, voc's design ability selected from a large amount of communication, technical ability to utilize IT that takes advantage of SCSK Group's comprehensive strength, and steady operation. This model captures conversations with customers and selects the necessary information from among a large number of conversations. Extracting and classifying conversations voc, creating visibility based on the customer system, and formulating improvement measures CX. And repeating actions to implement these and increase effectiveness. Simply introducing a new system or technology will not be effective, and even if you analyze it, you will not be able to achieve your goals unless you repeat the improvement actions.

The CX Snow Production Model in Action

At our company, we use a model that involves repeating a series of these steps. The series of models is not based on an impressive concept, but on three strengths: customer power in contact center management, voc's design ability selected from a large amount of communication, technical ability to utilize IT that takes advantage of SCSK Group's comprehensive strength, and steady operation. We have created a model based on actual results.

The Best Sales Assessment Model

The best sales assessment model is a model that aims to increase the closing rate of non-face-to-face sales. The example is BeeTV sales, which changed from Daimon sales to non-face-to-face sales. It started with a 2-point improvement model number 7 focuses on two points, such as customer dissatisfaction and disappointing expectations, and aims to maintain and improve customer loyalty by eliminating these two points. This is a model aimed at increasing the number of repeat purchases by 30%.

Two-Point Improvement Model

The case study was that the company was not connected to the following trends, and the number of active customers was decreasing. Two points of improvement were made to achieve the goal of increasing repeat purchasers by 30% from the previous year. We are making progress in improving customer settings using the model. We are using an EC inquiry classification dictionary and voice finder to draw out two points that correspond to the business processes of the mail order industry. We classify conversations and combine external data such as purchase history and online browsing history to analyze customer experience emails. Normal text mining tends to produce customer feedback, rankings, etc., but with these two points, the improvement model is a process. The assessment is focused on improving the process, and it has reached the point where it is possible to determine specifically which processes the company wants to improve and how much they need to improve.

Applying VOC and CX for Success

Applying VOC and CX will lead to success. This model can be executed using SCSK Serviceware. The operation center is equipped with 12 success models, mechanisms to maximize customer experience, systems such as voice recognition and voice finder, methods learned from operational experience, and human resources who can take action to further improve points of contact with customers.

Pros and Cons

Pros:

- The CX snow production model is a comprehensive approach to enhancing customer experience.

- The model is based on actual results and can be executed using SCSK Serviceware.

- The model focuses on improving points of contact with customers and continuously improving them.

Cons:

- The model may require significant resources to implement.

- The model may not be suitable for all types of businesses.

Highlights

- The CX snow production model is a success model that combines three strengths: customer power in contact center management, voc's design ability selected from a large amount of communication, technical ability to utilize IT that takes advantage of SCSK Group's comprehensive strength, and steady operation.

- The best sales assessment model is a model that aims to increase the closing rate of non-face-to-face sales.

- Two points of improvement were made to achieve the goal of increasing repeat purchasers by 30% from the previous year.

FAQ

Q: What is the CX snow production model?

A: The CX snow production model is a success model that combines three strengths: customer power in contact center management, voc's design ability selected from a large amount of communication, technical ability to utilize IT that takes advantage of SCSK Group's comprehensive strength, and steady operation.

Q: How can I apply the CX snow production model?

A: The CX snow production model can be executed using SCSK Serviceware. The operation center is equipped with 12 success models, mechanisms to maximize customer experience, systems such as voice recognition and voice finder, methods learned from operational experience, and human resources who can take action to further improve points of contact with customers.

Q: What are the pros and cons of the CX snow production model?

A: Pros of the CX snow production model include its comprehensive approach to enhancing customer experience and its focus on continuously improving points of contact with customers. Cons may include the significant resources required to implement the model and its potential unsuitability for all types of businesses.

Resources:

- https://www.voc.ai/product/ai-chatbot

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