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.
https://www.business2community.com/customer-experience/4-service-desk-agent-performance-metrics-that-influence-the-customer-experience-02088402/
I'm struck by how little actual experience most businesses allow into their customer experiences–how ho-hum and transactional they’re willing to let life be for their customers. That this is true even now, in spite of the recent upswing of interest in our discipline (I'm a customer experience consultant) continues to surprise me.
https://www.forbes.com/sites/micahsolomon/2018/07/01/turning-customer-experience-into-a-journey-not-a-transaction-a-visit-to-the-lab-at-rockwell-group/#617ca689134d/
If you’ve ever taken an Uber, you know that the startup identified practically every consumer pain point involved with hailing a taxi – not being able to find one, standing in a long taxi line, rude drivers, the credit card machine always being broken – and addressed each one with a simple, easy-to-navigate mobile app.
https://www.forbes.com/sites/dangingiss/2018/07/02/how-ubers-user-experience-creates-a-seamless-customer-experience/#506060a3ff7a/
The customer experience (CX) movement has always declared that businesses will benefit by designing experiences around their customers. Now, more than ever before, organizations are understanding the importance of CX on the bottom line and are implementing experience management programs. These companies are willing to invest because they have faith that doing so will pay dividends.
http://customerthink.com/three-essential-strategies-for-providing-financial-return-on-customer-experience/
Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience.
https://www.forbes.com/sites/adrianswinscoe/2018/05/30/how-the-emerging-workforce-ecosystem-will-impact-customer-experience/#21e318e6116d/
Companies are increasingly turning to automated solutions to navigate the demands of quality customer experience transactions. However, this new communication era is also leading to stricter compliance requirements associated with customer information.
https://www.theceomagazine.com/business/innovation-technology/why-compliance-and-customer-experience-are-vital/
To stay relevant today, brands must look beyond the 4Ps of marketing (place, price, promotion and product) and consider how they can better satisfy customers’ needs and expectations.
In addition to generating positive word-of-mouth and improving brand image, customer experience (CX) now plays a vital role in attracting and retaining customers. According to an Accenture report, almost half of Singaporeans (48 percent) are frustrated with companies that fail to deliver relevant, personalised shopping experiences. Among these consumers, 45 percent will choose to switch companies. This highlights an urgency for brands to improve CX. How, then, can brands ensure that they are truly differentiated from their competitors?
https://www.enterpriseinnovation.net/article/7-ways-retailers-could-boost-customer-experience-tech-59147065/
Good customer service is the most highly valued attribute at both direct banks and multi-channel banks, according to a survey by Forrester Research of more than 110,000 consumers.
“A lot of the research Forrester does actually shows that customer experience leaders are growing revenue at a much faster rate than their peers,” said Alyson Clarke, principal analyst and a co-author of the report "The US Banking Customer Experience Index, 2018 -- How US Banks Earn Loyalty With The Quality Of Their Experience."
https://www.forbes.com/sites/tomgroenfeldt/2018/06/22/great-customer-experience-in-banking-can-be-worth-millions-forrester/#3690231d5283/
A new report released today finds that technology is becoming an increasingly integral part of shopping and dining experiences for Americans, and in turn, technology successes and failures are seriously impacting whether consumers return to a store or restaurant.
https://www.businesswire.com/news/home/20180627005326/en/Tech-Savvy-Retail-Restaurants-Raising-Bar-Customer/
Liberty Global is working with Cisco on a project that is designed to transform the pay TV operator’s customer service experience across Europe, the Middle East and Africa.
https://www.digitaltveurope.com/2018/06/26/liberty-global-taps-cisco-for-customer-experience-transformation/
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