What’s the CX buzz this week? (21st September, 2015)

"Millennials don't like to talk on the phone," says Rachel Burger [customerthink.com], while "1/3 European companies don't have an overarching CX strategy," says Michael Nutley [cmo.com]. All fascinating and true, but put them all together and you get this: "25 Statistics on the Power of Positive Customer Service" [onereach.com], all featured in today's CX Buzz put together just for you. Enjoy!


Shocking is the only adjective that comes to mind when you read this report on the sorry state of European firms regarding their CX strategy. According to this piece by Michael Nutley [cmo.com], and based on research presented by Dmexco 2015, over two-thirds of medium to large-sized companies across the UK, France and Germany feel that customer experience is a strategic issue for them, and that it's being addressed by the top management of their company. But half of those companies have no over-arching customer experience strategy that goes beyond marketing to involve other departments in the organisation. And two-thirds have not assigned a central responsibility for overseeing customer experience across all touchpoints. The mind boggles.


We know you can read some of Shep Hyken's most inspiring words on leading content websites, but nothing beats getting the word direct from the horse's mouth. We suggest you start with this great piece on "How to Create Customer Trust." Hyken says, "Just creating a good image and having a good reputation makes it easy for customers to want to like you. Be nice and respectful and they start to feel like they are getting to know you. But, the trusting is more difficult. You have to earn your customers' trust by following through and creating a predictable experience." Follow for other great tips and insights, we do!


Although tried and true, there is still a lot of debate on the effectiveness of focus groups when collecting data and insights on your users. Jodi Beuder [icmi.com] makes a good argument for how they can still help you with your CX strategy in this concise piece, even going as far as to tell you where and how to effectively use focus groups. Do you use focus groups? How have they helped you?


Lately there are very few blog posts or articles about customer service being bandied about that fail to quote Gartner's, "By 2016, 89% of companies plan to compete primarily on the basis of the customer experience." And why wouldn't they? But here are 25 other GREAT statistical quotes, put together by Gigi Peccolo and the Onereach blog team to inspire you to create better customer experiences.


What with What's App, FB Chat, SMS, Skype, Google Hangout to name just a few, it is not surprising that Millennials are proving to be a phone-averse generation. While they might love their smartphones for tweeting, snapping pictures, and chatting with their friends online, they would rather engage with a machine than talk with a live person–even if it's to reach out for help. In fact, Millennials would rather get their teeth cleaned than call a customer service line. Rachel Burger outlines four ways customer service innovators are addressing this problem–and why they're working.

We hope you enjoyed this week's CX Buzz, be sure to respond in the comments or tweet us @NICE_CX
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