Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel. Customer service or experience ratings firms, such as the Temkin Group, Forrester, or ACSI consistently rank them low. As a result, last year they were rated “America’s most-hated company.”
http://customerthink.com/comcast-is-trying-but-they-still-dont-understand-what-cx-really-is/
The term ‘customer experience’ has become increasingly popular in 2017, and its popularity comes as no surprise. Companies which implement a sound customer experience strategy achieve better customer satisfaction and, in turn, are able to retain existing customers and entice new ones. According to research done by Podium, 68% of consumers are willing to pay more for a better experience. More companies are taking note of this fact, and are investing heavily into creating an effective customer experience strategy. With this is in mind, we outline a few essentials you need to remember to create an effective customer experience strategy.
http://www.cbn.co.za/news/what-you-should-be-focusing-on-for-an-effective-customer-experience-strategy/
'Steve Jobs himself once said that “you have to start with the customer experience and work backwards towards the technology”. Why is this method so effective when it comes to creating an effective CX strategy? '
https://econsultancy.com/blog/69698-why-the-working-backwards-method-is-key-to-a-superior-customer-experience/
As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? Because the CCO leads customer experience and is tasked with improving the business engine through customer-driven growth – they are always thinking through a customer first lens.
https://customerthink.com/take-action-against-these-4-culprits-that-hinder-customer-experience-growth/
With the help of LEGO bricks, Stefan Thomke helps business executives discover how design principles can serve as building blocks to create a great customer experience.
http://www.forbesindia.com/article/harvard-business-school/how-to-design-a-better-customer-experience/49097/1/
We are amid a customer experience revolution. Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus phone. With today’s customers being much more demanding and much less brand-loyal than they once were, companies across industries are beginning to recognize CX as a key competitive differentiator and are making sweeping changes to keep up.
https://venturebeat.com/2018/01/15/resetting-the-bar-for-customer-experience/
For years, many marketers have focused on adding new customers with methods like social media, content and outbound interruption. Interestingly, the cyclical marketing winds of change are bringing a revitalized focus on existing customers. At HGS ― a business process management leader in optimizing customer experiences (CX) and increasing client competitiveness ― we are predicting tighter marketing and customer service alignment in 2018.
https://www.forbes.com/sites/forbescommunicationscouncil/2017/12/20/the-integration-of-marketing-and-customer-experience/#536d96591b8d/
The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe. A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
https://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
At first glance, the headline may make you want to turn away. You’re already thinking: “I handle and treat customer complaints well and effectively. Why read another post on improving customer experience?”
You’re entitled to your assertion of course, but that doesn’t make it right. In fact, it’s more likely that your customers do not agree with you. According to Bain, 80% of companies say they deliver superior customer service, but only 8% of people think these companies deliver superior customer service. Consider some simple reasons why your customers may feel your your brand’s customer experience should improve.
https://customerthink.com/3-reasons-why-customer-experience-in-your-ecommerce-business-is-terrible/
What runs through your mind when you read a positive review of one of your competitors? Is it anger, jealousy, or a drive to surpass the customer experience that they provide? I’m sure you would welcome their customers with open arms! However, for them to even think about giving you their business you need to be able to learn your competitor’s customer experience and take it to the next level in every aspect for your customers. After all why would a customer demote the experience that they get for the sake of a lower price or a slightly differentiated product?
http://customerthink.com/8-things-your-competitor-can-teach-you-about-customer-experience/
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