This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like you.
Let us know your suggestions and the articles we may have missed.
This article wonderfully summarizes the interesting customer experience lessons from the healthcare industry. Every customer experience mentioned here in these lessons relates to real world health problems. According to the writer, the industries that serve the customers that are in the most need have the opportunity to create the most memorable customer experiences. Read this article to know more about the interesting CX lessons.
— Paulina Rendón A. (@PaulinaRendonA) September 20, 2016
Customer experience (CX) has emerged as a major differentiator for large companies, including financial services providers. In a McKinsey survey of senior executives, 90 percent of respondents confirmed that CX is one of the CEO’s top three priorities.
To understand what constitutes distinctive CX in financial services, the research focussed on five key customer journeys—the series of interactions a customer has with a brand to complete a task—in banking and insurance. The survey findings in this article relate specifically to retail customer onboarding but generally apply to the other journeys as well. Check out the survey findings in this article.
Today, customer loyalty is always being scrutinized. Customers do not remember the product or the marketing that attracted them towards a website. They mainly remember experiences.
When an organization offers an experience that makes its prospects and customers go “wow,” then customers will keep coming back. It’s a major challenge for a business to create a value proposition that will meet their needs at every stage of the buying cycle.
In this article, the author has explained three key steps to improve customer experience. Take a look what are they!
— Entrepreneur (@Entrepreneur) September 21, 2016
Most of us at some point of time have heard the expression – “a customer is always right,” which is not necessarily true. More importantly, we need to understand that not every customer is the right customer for us.
In this interesting article, the author has explained what should be the five main reasons that would prompt a business owner to consider ditching customers who are potentially bad for our business.
— Kneko Burney (@kneko) September 1, 2016
Customer-focused businesses want to stay competitive; they must stay relevant to consumers’ changing needs and create memorable, valuable experiences. As a business owner, you must also quickly adapt your thinking about that customer journey to changes in the market, customer behavior, and new trends. There are several ways to do it successfully, and each one contributes to relevance attachment. Read this article to know what these unique ways are!
— Shep Hyken (@Hyken) September 7, 2016
We hope you have enjoyed this edition of Customer Experience Perspectives!