Customer Experience Perspectives (5th January, 2017)

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 Article

 

Prescriptive Analytics: The Solution to Reduce Churn through Definite Actions

According to Gartner, prescriptive analytics is the next step in the value chain after predictive analytics. In this article, the author has described how by using prescriptive analytics in a churn situation, business leaders can decide which type of remedial actions can be used for different customers likely to churn. Read the article to know more about the benefits of prescriptive analytics in churn reduction.

Design Your Employee Experience as Thoughtfully as You Design Your Customer Experience (hbr.org)

 

Improving customer experience is often a top business priority, but what about employee experience? In this article, the author talks about the Employee Engagement Benchmark Study, 2016. The study showed that companies that excel at customer experience have one-and-a-half times as many engaged employees as customer experience laggards do. Read this article to learn more about the study and its impact on CX.

 

 

How to Drive Customer Experience Strategy: 5 Steps (customerthink.com)

Companies that treat customer experience as a determinant of corporate strategy tend to have stronger business results than companies that treat customer experience as a subset or unrelated to corporate strategy.

In this article the author highlights five strategies to drive customer experience:

  1. Shift gears from neutral to “drive”: sync with strategic planning.
  2. Keep your hand on the steering wheel: sync with the C-team.
  3. Keep your eyes on the road: tie-in to corporate vision, mission or values.
  4. Navigate to your destination: cascade strategies company-wide.
  5. Monitor your dashboard: sync CX management.

Read this article to know more about these tips

 

How The Customer Experience Vision Gap Is Holding Many Organizations Back (forbes.com)

There is a better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Using this approach will allow organizations to develop an increased ability to deliver better and more sustainable growth, higher ROI and better outcome for them and their customers. Read this article for more insightful observations.

 

4 Ways for B2B Businesses to Keep Their Customers (hbr.org)

A large number of companies ignore the voice of the customer, blast cookie-cutter emails to all the names in their marketing spreadsheets, and lack the right survey and interview tools to gauge the health of their customer relationships. Customers expect the companies they do business with to understand them as individuals and connect with them in ways that are valuable. Doing this in the age of Big Data is more complicated and competitive than ever, requiring a thoughtful approach.

Here­­ are four ways to maintain strong and long-lasting customer engagement:

1.     Ask Yourself the Right Questions

2.     Understand Customers as People

3.     Align the Entire Organization Around Client Engagement

4.     Create Customer Advisory Boards

 

Five Trends Shaping The Future Of Customer Experience In 2017 (forbes.com)

Looking back, 2016 wasn’t exactly an easy year for consumers. Brexit, a tumultuous and surprising U.S. presidential election, and the immigration crisis have left many with a bad taste in their mouth. No matter what is going on in the world, practitioners must continue to show up for work every day to bring the best experience possible to their customers, and there is no better time to reflect on the next year than around the holiday season.

Here are Top Five Customer Experience Predictions For 2017:

  1. A Whole Lot Of IoT (No Eye Rolling Allowed)
  2. Machine Learning Can Improve Most Customer Experiences
  3. Data Defines Your Customer Experience
  4. Smart Diagnostics
  5. Mobile Everything

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

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

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