Customer experience is the next competitive battleground, it’s where businesses are won or lost. Companies are starting to expect a $3 return on investment for every $1 invested in the customer experience. Interestingly, 2 out of 3 companies view customer experience delivered by contact centers as a competitive differentiator. According to Gregory Yankelovich, a CX influencer, “Customers are no longer buying products and services, they are buying experiences delivered via the products and services.”
These are some of the highly popular customer experience articles from the last quarter curated by VOZIQ’s internal team.
To serve end customers better, begin with your employees. Charity, the saying goes, begins at home. So too does a superior customer experience.
Growing numbers of companies are coming to recognize the benefits of customer-centric strategies: higher revenues, lower costs, and stronger employee and customer loyalty. In the effort to transform customer journeys and refine direct interactions with clients, however, many companies overlook the need to engage the whole organization, including its support functions, in a customer-centric transformation.
It takes at least two people to have a conversation, and one of the keys to a successful conversation is listening. Being a good listener can create trust and confidence. It is a helpful skill in both personal and business relationships. Listening doesn’t have to just be between people. It can be between a brand and its customers, or its employees.
Rob Pace, CEO of HundredX, is adamant about creating a listening culture, and he shared six ways that listening can improve business performance.
- Listening gets you Feedback and Data
- Listening gets you Stories to Share
- Listening grows Customer Retention
- Listening will increase Customer Spending
- Listening creates Brand Ambassadors
- Listening Creates Employee Retention
Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like. As a result, CX or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses.
Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or even in person. Immediacy is also in demand, with 64% of consumers expecting companies to interact with them without delay.
All customer interactions matter, but ones that take place via corporate contact centers can be particularly important in determining whether a customer has a positive or negative experience with a brand. Contact centers put company representatives in contact with customers, providing the opportunity to address specific needs and ultimately strengthen relationships.
As businesses increasingly focus on the customer experience (CX) as a competitive advantage, many are rethinking the role these centers play, along with the technologies and teams needed to support more complex interactions.
We hope that you have enjoyed reading these articles. For busy customer retention leaders like yourself, our curators have compiled few more popular articles on various customer related topics from the last quarter.
Click the below image to download the complete list in PDF format.