What causes bad CX? What’s the ROI of bad CX?? How can you improve customer experience? What are the best practices? 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!
It seems that improving customer experience (CX) is talked about a lot these days, but how are companies in the real world facing up to the challenge? The article highlights the best practices as suggested by industry experts for improving CX. Some of these include:
- Share responsibility for CX
- Managing online/offline is key
While the challenges faced are:
- Replicating CX across channels
- CX is expensive and hard to justify
— Bill Quiseng (@billquiseng) April 19, 2016
Poor customer service can be extremely costly for any business. Did you know that 60% of consumers have higher expectations of customer service now than they did just 1 year ago? For every angry customer that complains to a company, 26 others remain silent.
These and many such statistics can be found in this interesting infograph.
— MyCustomer.com (@MyCustomer) April 19, 2016
The author describes that the article is all about why you should invest in customer experience. Here are the reasons:
- In Oracle’s 2011 Customer Experience Impact Report, the company cites research that found that 86% of customers will pay more for a better customer experience.
- The probability of selling to a new prospect is 5-20%. The probability of selling to an existing customer is 60-70%.
- According to RightNow’s 2010 Customer Experience Report, 82% of customers have left a company because of a bad customer experience.
— Annette Franz, CCXP (@annettefranz) April 21, 2016
Customer journey maps (CJM) are one of the most popular CX tools and a frequent topic of discussion. The gist of the article is that the power of CJMs lies in their ability to help companies design interactions and measurements based on an understanding of the customer’s perspective. This insight, however, does not always require the creation of a map or any extensive research. Organizations can get a great deal of the value of CJMs if employees actively consider customers’ journeys in everything they do.
— Bruce Temkin (@btemkin) April 20, 2016