What’s the CX buzz this week? (10th Mar, 2014)

For this week’s edition of CX buzz, our team collected a great variety of articles on workforce, and customer experience management. Included, you’ll find some great quick reads, in addition to infographics, and interesting stats. Don’t forget to share the knowledge with other CX professionals!

Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.

Evaluating & Improving the Customer Experience in Call Centers [business2community.com] 

We begin this week’s CX buzz with a very simple and meaningful post on improving customer experience in call centers. The author begins the article with the idea that all departments and branches of a company are involved with the customer experience, and hence responsible for the customer’s perception of how he has been treated.

The author talks about various touch points in the customer journey, and then about the use of technology to capture and evaluate customer experience. The author ends with the idea that small improvements in the customer experience can have an enormous financial impact on a business.

Only The Best Will Do When It Comes to Customer Loyalty [forbes.com]

Did you know that, compared to 2009, customer experience performance has decreased by 5–10%? Customer experience is now determined by customer satisfaction and loyalty, which in turn are associated with customer experience journeys.

The recent trend among customers is the rise in customer expectations and empowerment. Among companies, the recent trend is the increased concentration on evaluating the ROI on CX investments.

It's Easier than Ever for Your Customers to Ignore You [cmswire.com]

We are in the age of unprecedented consumer power. Respecting customers’ time and interests is the only way for businesses to succeed. The best way to achieve this is moving away from a product-centric model to a customer-centric model.

The author suggests some quick but useful pointers on the above-discussed theme. Hope you enjoy this post.

Infographic: What is the business case for employee engagement? [torbenrick.eu]

Happy employees = happy customers. We have been saying this for some time now. For those interested in numbers, here is a group of statistics that will open your eyes. You will definitely enjoy this infographic.

How customer experience is different to customer satisfaction [brw.com.au]

We end this week’s CX buzz with an article from CX expert, Dr. Catriona Wallace, in which she uses numbers to prove that customer experience and customer satisfaction, although related, are really totally different.

Did you know that 55% of the customer’s loyalty depended on the emotional response provided by the business? 35% depended on customer effort. The author discusses many such statistics and scoring patterns to determine the best way to evaluate customer satisfaction scores. You will surely enjoy this article.

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