How do you measure emotions in CX? What is the difference between CX and experience? How are customer expectations changing? Do you know what it takes to make your customer happy? Customer experience suffers from silos. But how can you prevent them? Answers to all these questions and more in this week’s CX Perspectives. We are sure you will have a great time going through them!
Measure Emotions In Customer Experiences To Improve Loyalty(forrester.com)
Customers’ emotions matter a lot when it comes to improving their perception about the brand and their overall experience. Emotions will help you to understand whether they will buy more or less from you and whether they will talk positively or negatively about your company.
In this article, the author has explained these points that you can learn from organizations that measure emotions in customer experience:
- Define metrics that help measure critical emotions in influential experiences.
- Rethink how you collect and analyze emotion data.
- Use emotion metrics to drive CX improvements and win over skeptics.
— Forrester (@forrester) June 12, 2016
There is a huge difference between customer experience and experience. But what is CX exactly? There are different types of definitions attached to it.
The definition of CX and experience according to many is mentioned below:
Experience: What someone senses and how they react in a moment, and how it endures and is recalled over time.
Customer Experience: The sum of all engagements a customer has with your brand in each touch point throughout the customer lifecycle.
Read this interesting article to learn more about the difference between CX and experience.
— Brian Solis (@briansolis) June 6, 2016
Do you have any idea of what customer experience management will be like in 2020? Well, will largely depend on how customers and their expectations evolve in the years to come. To underline how different things could be, by 2020 Millennials will account for 50% of the workforce.
In this infographic, the creator has drawn a picture of the customer landscape at the beginning of the next decade. Customers will manage 85% of their relationship with businesses in the coming decade without actually interacting with a human. Discover more such interesting statistics in the infographic.
— MyCustomer.com (@MyCustomer) June 9, 2016
Have you ever given a thought to how easy it is for your customer to do business with your company? If you want to deliver great customer service to your customer, make everything easy for them.
According to American Express research, the average happy customer tells nine people about their experience. Not only that, but 86% are willing to pay more for great customer service. Check out the presentation to find out more about how you can make it easy for your customers to do business with your company.
— ICMI (@CallCenterICMI) June 10, 2016
Customer experience suffers from silos, and the role of customer experience managers is to prevent process silos. Here in this article that author has described how an organization can prevent them. Find out in this article the steps you can implement in order to avoid process silos:
- Undo Management’s Inside-Out Thinking
- Undo Myopia (a lack of imagination or foresight)
- Undo Manageability Limits
- Undo Silo-ization Tendency
— Bob Thompson (@Bob_Thompson) June 9, 2016