For any knuckle-draggers out there, CX isn’t just some Millennial, hipster, spiced chai latte, altruistic, fluffy nonsense. McKinsey research found that companies who provide a superior, low effort experience realised a 10-15 per cent increase in revenue and a 20 per cent increase in customer satisfaction. More satisfied customers are easier to rebook and upsell. Greater numbers of advocates provide powerful, free promotion. Businesses become more competitive and staff become more engaged in a positive working environment.
The upsides are obvious – and yet the evidence suggests that the experience of the exhibitor is far from positive. There could be many reasons – here are just six.
http://www.exhibitionworld.co.uk/2018/01/08/rising-challenge-cx/
Automation may help improve efficiency of service, but it cannot take over the creation of the experience which is what consumers in this sector are looking for. However, along with the great prospects, there will also be greater competition for positions, which means that prospective entrants into the field should ensure they can stand apart from their peers with a solid qualification, focused both on theory and practical experience, under their belt.
“All studies and forecasts also underscore the continued creation of jobs in this sector, which is good news for those who are considering this exciting field,” says Erika Theron, academic dean at The Private Hotel School, an Advtech tertiary institution based in Stellenbosch.
http://www.bizcommunity.com/Article/196/371/171575.html/
Among the many measures of U.S. corporate performance is topple rate, or the rate at which groups of leading companies in industries or market indexes changes over time. Multiple studies have found that the topple rate has never been higher and, as a result, increasing numbers of top companies face obsolescence. This reality is commonly caused by a company’s product or service losing relevance, but it can also be a consequence of customer experience offerings failing to match the changing times. Consequently, the digital component of the customer experience has never been more critical to success.
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Mapping-the-Customer-Journey-From-Effort-to-Emotion-121880.aspx/
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