According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
https://smartercx.com/can-on-premise-cloud-improve-cx/
As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:
Expectations: What a person anticipates will happen during an experience.
Experiences: What actually happens to a person during an interaction.
Perceptions: How a person views an experience based on their expectations.
Attitudes: How someone feels about the organization.
Behaviors: How a person choses to interact with an organization.
https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
It is more sensible to take a macro-level view by the peak-end rule. The peak-end rule says that customers remember their peak-experience with a brand, rather than specific interactions. So, to ensure customer loyalty, you need to create positive emotional peak experiences for customers.
http://www.bizcommunity.com/Article/196/33/181462.html/
How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality assurance purposes,” another five minutes drag by before you’re finally talking to a human being.
By this time, you’re frustrated and exhausted, and you wonder how any company concerned with “quality assurance” could put you through such an obnoxious ordeal.
This is an example of an awful user experience (UX) – from its clunkiness and inefficiency to its total lack of regard for the customer’s time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) – how customers engage with a company over the entire duration of their time using its products and services.
http://customerthink.com/why-you-should-be-thinking-about-ux-and-cx-differently/
Modern businesses that want to flourish in today's tremendously
competitive marketplace are taking the old phrase ‘caveat venditor'
(meaning let the seller beware) seriously. Customer care and
satisfaction have now become the keystone for evaluating success in
businesses. Typically, customer care services, which include call
centers as well as self-service and online channels, play an essential
role in a company. As the natural owner of a large part of the customer
journey, customer care can offer priceless insights by helping
businesses find pain points, describe journeys, and spur collaboration
across functions.
https://www.benzinga.com/pressreleases/18/08/b12136994/role-of-customer-care-in-improving-customer-experience-infiniti-resear/
The majority (90%) of UK customers say that customer centres are "ineffective at dealing with issues," says a new study.
A third (33%) of the surveyed UK shoppers say that they’ll give up on a retailer if customer service is poor as more than 50% of the same cohort have been frustrated with their shopping treatment, reports a study by Whistl.
https://internetretailing.net/customer/90-of-uk-shoppers-find-customer-centres-ineffective-18202/
Customer Effort Score (CES) is a customer satisfaction metric that is widely used in the feedback world. In essence, CES measures the ease of an online experience. This is done by asking the customer directly how much effort it took to achieve their goal on your website. It serves as a great way of discovering bottlenecks in the digital customer experience and helping you recognise your weaknesses. So how can you collect this feedback effectively?
In this article we will evaluate CES (as a customer satisfaction metric) as well as outline several feedback form templates you can use for collecting CES. Note: CES measures effort both on- and offline, however, this article focuses purely on digital CES.
https://mopinion.com/online-feedback-form-templates-customer-effort-score-ces/
Among the improvements that Bombardier has brought to its aftermarket support is recently adding a second mobile response team (MRT) jet, a Challenger 300, based in Frankfurt, Germany.
https://www.ainonline.com/aviation-news/business-aviation/2018-05-29/bombardier-ramps-customer-experience/
We now live in an outcome-based economy. Customers want solutions, and if you don’t provide a solution and provide it well and fast enough with flexibility in price and offering, they can easily opt for one of your many competitors. To this flexible mindset add tons of data and an endless array of influences, and you’ve got a customer journey that is much more volatile than in years past.
http://customerthink.com/are-your-customers-engaged-how-to-tell-and-what-to-do-about-it/
For the sixth year in a row, job satisfaction has improved in the US, surpassing a 50 percent satisfaction rate since 2005. Despite overall satisfaction, there are areas that increasingly prove problematic for employers, such as promotion policies, performance review processes, and internal recognition. Unsatisfied employees aren’t typically pushing out the best qualities of their employer, leading to problematic external situations.
http://customerthink.com/why-employee-happiness-customer-happiness/
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