We all know factors such as price hikes, competition, the economy and poor service can act as a trigger for losing customers, but what about the customer who seemingly churns out-of-the-blue? The simple truth is there was a cause behind this; you just don’t know what it was.
In a previous post we discussed the importance of listening and establishing transparent goals within the first two weeks on the job as a back office manager. But, as an experienced manager, you know that attempting to set goals before equipping your team with the right resources is futile. Today, let’s talk about gaining insight by implementing the right systems and motivating your people.
Welcome to the Age of the Customer. Customers have changed the way they interact with companies in many ways, from expecting seamless service across channels to using multiple touch points. Why? Because they want to be treated as individuals. They want to know that the companies they are interacting with are there for them, and attentive to their personal needs. This puts companies in a position where they must be able to create and sustain a scalable, exceptional customer experience.
The word ‘gamification’ might sound intimidating…but the concept has been around for generations. At the heart of gamification there are ten mechanics AND it turns out that you and your employees are already experts on all of them.
We know the drill. We call our (somewhat) favorite service provider to make a change in the account details, service package, or just get a simple answer to that strange billing record. And then, the interrogation ensues - “what are the last 6 digits of your credit card… And your mother’s maiden name… And the street you grew up on? Of course, it is only for authentication purposes...”
We put a lot of care into selecting the articles for this week’s edition of CX Buzz. From customer satisfaction, to the customer journey, to increasing the loyalty of customers – we’ve got you covered. Many of these articles are definitely worth bookmarking for future reference. Don’t forget to share the buzz with other CX professionals!
Let us know your thoughts on these reads by commenting below, or reach out to us on Twitter: @NICE_Enterprise.
Customer experience is the new black - especially if you are a CMO. There are tons of articles and some key events around managing CX, but beyond the buzz, there are real life challenges. Believe me – I’ve seen it first hand during my previous tenure at Vodafone, and the challenges range from organizational ones to business ones.
Many service organizations face an employee engagement challenge. According to Gallup’s Employee Engagement Index, service workers are the only category of employees that are less engaged today than two years ago.
Our team collected a fantastic mix of articles this week that you’re bound to enjoy. From CX management, to loyalty programs, to customer engagement – we’ve got you covered! Have a look and feel free to share the buzz with other CX professionals.
Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.