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Bettering the Customer Experience . . .
Focus On Customer Experience To Navigate Digital Disruption
Executives don't decide how customer-centric their companies are—their customers are the ultimate arbiters. Digital disruptors—a term coined by Forrester describing companies that leverage digital platforms to take advantage of customers' heightened expectations and deliver a more compelling product and service experience at a lower cost—are threatening traditional business models. Forrester estimates that the revenue impact from a 10-percentage-point improvement in a larger service company's performance, as measured by Forrester's Customer Experience Index score, could exceed $1 billion. . . . read more >>
Seven Reasons Why Customer Experience is in Danger of Dying
Colin Shaw is becoming increasingly concerned that the focus on improving the customer experience is heading the same way as CRM, into failure. Here are some indications causing concern: 'If I buy this IT system it will solve all my problems' No it won't! IT systems are part of the reason why many customer experiences are poor but only part of the reason. We all know organizations made huge investments in CRM systems and expected the world to change overnight. It didn't and this sullied the name of CRM. . . . read more >>
Proactive Customer Care Solutions Deliver Enhanced CX
Cross-channel customer communications is now a reality, with mobile growth significantly scaling the number of customer touch-points. As a result, companies are increasingly grappling with evolving best practices across their customer interactions while striving to respond to consumer demand for cross-channel care, recognizing that perceptions at every touch point are critical to protecting brand value. Companies that leverage the mobile device to communicate more proactively across multiple channels will be rewarded with loyalty, revenue growth, and long-term customer satisfaction. . . . read more >>
Super Customer Experience: What Do We Want Them to Feel?
How do you stay positive when you know the customer is taking advantage of your company? In one case, a customer service rep was referring to hotel guests. He was not suggesting that he knew of customers stealing from the hotel — just taking advantage. Certainly when customer service reps (CSRs) or agents have data showing the customer is doing something illegal or harming the company financially, it is important for them to bring it to the attention of management. . . . read more >>