What’s the CX buzz this week? (24th Feb, 2014)

We featured a great collection of videos and insightful articles in this week’s edition of CX Buzz.

CX professionals will find enjoyment in learning how to add zest to both customer relations and employee relations.  The stats we included are particularly noteworthy, and quite helpful for anyone who will soon lead a presentation on the customer experience. Be sure to share this fantastic collection with anyone who could benefit from it.

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

Exploit the Unique Talents of Your Employees [youtube.com]

We begin this week’s CX buzz with a video from CX expert, Shep Hyken. He shares a pleasant anecdote of his experience with the staff at a hotel where he was staying. He noted that, although the several employees with whom he had contact had been with the hotel for varying lengths of time, all were super-efficient and consistent with their service.

He included a story of one of the team members who has been given a free hand to pursue his hobby in building the brand image of the hotel, which demonstrates the importance of employee engagement.

Don’t Miss the Customer Journey by Just Focusing on Individual Touchpoints. (But Focus on Your Touchpoints, Too). [customerthink.com]

Recently, we have come across several posts which have suggested that measuring customer experience is not all that important. Although the author agrees, he warns us not to be misled.

The author points out that, although a good customer experience is dependent on the entire customer journey and not on individual touchpoints, a bad experience on any of the touchpoints could potentially taint the entire experience. Bottom-line: touchpoints and journeys are tightly interrelated in evaluating the customer experience.

Are You a Part of the Story in Your Customers’ Lives?[chiefcustomerofficer.customerbliss.com]

In this short video, Jeanne Bliss, a CX expert and the author of “Chief Customer Officer: Getting Past Lip Service to Passionate Action,” tells a cute anecdote about a shoe store owner who goes to great lengths to deliver an outstanding customer experience.

We hope you enjoy this video and enjoy learning more about this interesting owner.

14 Must-Read Stats that Emphasize the 2014 Customer Experience Imperative [customerthink.com]

This article compiles facts and figures from reports by various consulting firms. Did you know that by 2020, customer experience is expected to overtake price and product as the key brand differentiator? Did you know that, according to one of the Forrester reports, 63% of customer experience decision-makers say that the importance of the customer experience has risen in recent years?

We hope you enjoy this article.

Customer Service Matters: Research Shows How Support Impacts Sales [business2community.com]

And we end this week’s buzz with a set of interesting statistics that correlate the impact of customer service on business. Did you know that 62% of B2B and 42% of B2C customers made additional purchases after a good customer service experience? Did you know that your best customers spend 30 times more than your average ones?

Read this insightful article to learn more.

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