Whether you’re part of an enterprise organization or running a growing business, time is something nobody has enough of. It’s impossible to add more hours into our day, but it is possible to make the hours we have work harder for us, especially when it comes to executing customer experience (CX) strategies.
https://smartercx.com/4-cx-automations-that-give-you-time-back-in-your-day/
At Modern Customer Experience 2018, I was up to my eyeballs with fantastic CX insights and exciting innovations. Here are three of my top takeaways.
https://smartercx.com/top-3-modern-customer-experience-takeaways/
The more a business knows about you, the more effectively it can create quality customer experiences. In today’s world, CX boils down to avoiding a tradeoff between usability and data security.
https://smartercx.com/data-security-and-customer-experience-should-we-be-scared/
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/
I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement.
In the spirit of sharing best practices, we at Heart of the Customer put together our Top 10 Reasons that Journey Mapping Projects Fail, a la David Letterman.
Without further ado, let’s proceed!
http://customerthink.com/the-top-10-reasons-customer-journey-mapping-fails/
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.
http://customerthink.com/3-big-themes-from-the-most-dedicated-cx-experts-in-the-world/
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing Real CX.
https://www.mycustomer.com/experience/engagement/why-cx-must-not-be-the-responsibility-of-customer-service-or-marketing/
When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise. If the Wi-Fi is out when you want to stream Netflix, that’s frustrating. If systems management software shuts down, that could bring an entire business to a grinding halt.
http://www.customerexperienceupdate.com/?open-article-id=8268637&article-title=3-winning-factors-for-b2b-customer-experiences&blog-domain=incontact.com&blog-title=incontact/
We’ve all had that customer-service moment where we’re stuck in an automated loop of chaos, and all we want is to connect with a real (and if it’s not asking too much, empathetic) human being to answer our question. The problem with engaging a digital brand or startup is that, oftentimes, customers don’t know who—or what—they are talking to.
http://www.adweek.com/digital/maintaining-human-contact-throughout-a-digital-customer-experience/
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