Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
According to the Forrester report: Predictions 2018, A Year of Reckoning, customers’ expectations will outpace the ability of companies to evolve or invest in experiences this year
https://www.technative.io/five-ways-technology-will-improve-customer-experience-in-2018/
Most senior business leaders understand the strategic importance of customer experience (CX). They recognize that providing great experiences has become a key means of differentiation and a primary driver of competitive advantage.
To provide great customer experiences, marketers and CX leaders must understand what specific aspects of experience their customers value most. The results of a recent study by PwC provide several valuable insights on this critical issue.
http://customerthink.com/decoding-the-vital-attributes-of-great-customer-experiences/
If you’ve been within earshot of me in the last few months, you’ll know that I’ve been moving to a new house. And you’ll probably also know that it’s been an endless stream of pretty awful customer experiences.
https://www.managementtoday.co.uk/customer-experience-good-bad-ugly/reputation-matters/article/1485737/
No matter how hard you try to improve your company’s customer experience, the reality is that your customers won’t remember much of it.
That’s because our brains aren’t wired like a video camera, recording every second of every experience. Rather, what we remember are a series of snapshots.
http://customerthink.com/most-of-your-companys-customer-experience-is-forgettable-heres-why/
When a company sets out to revamp its customer experience, it tends to focus right away on the extreme events, the big, rare customer service catastrophes: mass blow-ups online and so forth. But I actually tend to discourage them, as their customer experience consultant, from going there first. That’s because I subscribe to what could be called “the broken windows theory” of customer service and customer experience improvement.
https://www.forbes.com/sites/micahsolomon/2018/07/05/the-broken-windows-theory-of-customer-service-and-the-customer-experience/#3c68290f4b73/
Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends occurring over a period of time.
http://customerthink.com/4-service-desk-agent-performance-metrics-that-influence-the-customer-experience/
'Customer experience' (CX), as a discipline, is starting to mature. What was once a fashionable buzzword which drove organisational change has now become a routine category of management reports.
https://www.econsultancy.com/blog/70149-the-future-of-customer-experience-trends-and-challenges-in-2018/
Customer experience is a key driver of business success. From social media analytics to specialized software, there are hundreds of tools devoted to measuring it. But which of these tools are actually important to understanding customer experience? And how does customer experience ultimately affect your bottom line?
https://www.businessnewsdaily.com/10643-understand-customer-experience.html/
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.
http://www.customerexperienceupdate.com/?open-article-id=10519687&article-title=fundamentals-of-a-customer-first-strategy-for-every-industry&blog-domain=c3centricity.com&blog-title=c3centricity/
