{"id":118219,"date":"2017-03-20T00:00:00","date_gmt":"2017-03-20T07:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=118219"},"modified":"2021-03-03T22:54:48","modified_gmt":"2021-03-04T06:54:48","slug":"customer-experience-trolls","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/customer-experience-trolls","title":{"rendered":"Are You Battling the Trolls of Customer Experience?"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Trolls are often depicted as happy, magical little creatures. In the DreamWorks Animation film Trolls, they stay happy by creating positive experiences as part of their everyday lives.\u00a0You\u2019ll find trolls in every business. Some are happy, some are not! How many types of trolls do you recognise from our list below, and what can you learn from them about customer experience<\/a>?<\/p>\n

JOY<\/strong> is so attuned to the needs of customers that she automates every possible repetitive task<\/a>. This frees up Joy to have more relationship-building, one-on-one connections with customers. Joy\u2019s customers feel the love because they\u2019re getting a consistent and seamless CX.
\n
\nDELIGHT<\/strong> constantly analyses\u00a0what customers really want and looks for ways to deliver on that. He appreciates customers, understands their journeys<\/a>, and knows how to directly impact those journeys. Delight\u2019s reward is a deep sense of satisfaction that comes from exceeding expectations.
\nTwitter<\/p>\n

EFFORTLESS<\/strong> knows that it\u2019s not that difficult to please customers, but without doing so, the community risks losing what attracts customers in the first place. If you ask Effortless what matters most to the business, his answer is always the same: Make your customer experience easy for them<\/a>.<\/p>\n

HAPPY<\/strong> sees\u00a0happiness as a state of mind that develops from a positive, hopeful outlook. Whether you have a staff of five trolls, or 5,000, or more \u2013 happy employees are engaged employees<\/a>. It\u2019s because they have opportunities for training, advancement, and assignments that make good use of skills. Fully utilise Happy\u2019s knowledge, and every aspect of customer experience improves.<\/p>\n

ANNOYED<\/strong> feels\u00a0overlooked and questions her loyalty to you. Repeating the same information again and again will do that to a troll. When you link interactions for a 360-view of each customer\u2019s journey, you\u2019re in a much better position to offer optimal CX<\/a>. Otherwise, you\u2019re wasting time and annoying customers.<\/p>\n

GRUMPY<\/strong> thinks that all that \u201chappiness\u201d work to improve customer experience<\/a> is a waste of time. It\u2019s not. Putting the focus on making your customers happy versus focusing only on productivity means you\u2019re on track with industry trends. You\u2019re also ready to drive more revenue.<\/p>\n

IRATE<\/strong> is an unhappy troll who\u2019s about to eat you alive for poor customer experience. Can you blame him? He gets good customer experience from his interactions with more innovative companies\u2014maybe even your competitors. With that raised bar, he won\u2019t settle for less. It\u2019s your job to keep CX positive<\/a>\u2014or risk being eaten alive across social media.<\/p>\n

Customer Experience and Troll Takeaways<\/strong><\/p>\n

Trolls work hard at building and improving their happy community. It\u2019s one of their core values. In our industry, or community, engaged employees attract engaged customers, and happy customers come back again and again.<\/p>\n

Take a look at the trolls in your organisation: Which ones are supporting your goals, and which ones are getting in your way? Put great customer experience at the top of your priorities and see what kind of magic you can create.<\/p>\n

Read The Economist Report \u2018The Value of CX\u2019<\/a> for greater insight into the importance of customer experience.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Trolls are often depicted as happy, magical little creatures. In the DreamWorks Animation film Trolls, they stay happy by creating positive experiences as part of their everyday lives.\u00a0You\u2019ll find trolls in every business. Some are happy, some are not! How many types of trolls do you recognise from our list below, and what can […]<\/p>\n","protected":false},"author":185,"featured_media":121826,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-118219","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118219","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118219\/revisions"}],"predecessor-version":[{"id":367155,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118219\/revisions\/367155"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/121826"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=118219"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=118219"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=118219"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=118219"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=118219"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=118219"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=118219"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=118219"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=118219"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=118219"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=118219"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=118219"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=118219"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}