Customer Experience Perspectives (1st December, 2016)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.

customer-experience-perspectives-1st-december-2016

Great Customer Experience: Listen, Surprise, Delight (forbes.com)

In this article, the author outlines her real experiences with how organizations listen to customer concerns and what measures they take to surprise and delight their customers. Read this article to learn more about customer experience.

The Art and Science of Customer Experience Management (forbes.com)

What do Zappos, Apple, Starbucks, and Mercedes all have in common? Each has mastered the art/science of customer experience management. That probably doesn’t come as a surprise. We’ve all become highly adept at recognizing and rewarding brands that exceed our expectations at every turn and punishing brands that don’t. For more interesting insights, read this article.

 

The Heart of the Customer Experience: Do Banks Care? (thefinancialbrand.com)

Before writing this article, the author surveyed more than 2,000 consumers in the United States, across a broad spectrum of age and income groups, about a range of customer experience issues. Following the survey, he found that financial institutions have plenty of room for improvement when it comes to customer expectations, managing overall customer experience, and, perhaps more importantly, convincing consumers that they care about their complaints. Read this article to learn more about the survey and its results.

 

The Data Digest: What Millennials Need from Your Loyalty Program (forrester.com)

In this article, the writer discusses various customer loyalty programs and explains their importance and effectiveness at increasing customer experience. For more details, take a look at the link above.

 

How Transparency Can Slash Your Churn Rate by 89% (entrepreneur.com)

If you run a software-as-a-service (SaaS) business, you probably know how difficult it can be to achieve a low and stable churn rate. Simply put, a business’ churn rate determines its average customer lifespan. SaaS businesses are constantly trying to improve their customer acquisition percentages and decrease their churn rates. Check out the article for more interesting details.

 

6 Gestures That Wow Customers and Earn Their Loyalty (entrepreneur.com)

In this article, the author explains six tips which will help you wow your customers, guarantee their loyalty, and keep them coming back for more!

His six tips are as follows:

  1. Surprise them occasionally.
  2. Make use of gift cards.
  3. Automate work that adds no value.
  4. Keep your customers abreast of new developments.
  5. When you do something wrong, make it right.
  6. Reward loyal customers.

We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us VOZIQ, or follow us on LinkedIn.

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