This week’s edition of CX Buzz is a little different from the others. In addition to insightful articles and visual graphics, we’ve also included two engaging podcasts! We hope you enjoy the variety this week. 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.
The 6 Pieces of the Customer Experience Puzzle [cmswire.com]
Everyone is quick to jump on the customer experience bandwagon, but very few know the real definition of customer experience or what it takes to create the best customer experience model.
We begin this week’s CX buzz with an article that tries to shed some light on understanding the true meaning of what customer experience is. The author divides the customer experience into six dimensions that can help in understanding and comprehensively improving the entire process. The author explains his points using a striking pictograph, making it very easy to follow.
The Importance of Providing a Great Customer Experience [Infographic] [invesp.com]
Did you know that 83% of online shoppers need support to complete a purchase? Surprisingly, 89% of them stopped purchasing items online after having a bad experience! When it is clear that it costs seven times more to acquire a new customer than to keep an existing one, it makes all the more sense to retain existing customers by providing them an excellent ongoing customer experience.
Spend a few minutes studying this interesting Infographic, which displays figures and statistics that could surprise you, especially if you have yet to start thinking seriously about the customer experience.
Enterprise Servicing Goals for 2014 [dmgconsult.com]
Donna Fluss, President of DMG Consulting LLC, has listed eight contact center trends for 2014. She describes most of the aspects that are a part of the customer lifecycle and predicts a trend in 2014 for each of them. Her predictions are similar to those in the previous years, which only goes to show that the role of the call center will become more prominent in years to come.
Enjoy this great article. We hope you and your company have already aligned yourselves to some of the expected trends.
The link between employee engagement and customer experience [searchcrm.techtarget.com]
In this two-minute podcast, Sarah Stealey Reed, Content Director at the International Customer Management Institute, echoes the sentiments of NICE Systems, that 2014 will be the year of the employee.
Studies continue to show that there is a positive correlation between customer engagement and employee engagement. Call center employees have to be considered one of the most important factors in any customer experience plan.
Align the Organization to Deliver the Best Possible Customer Experience [bradcleveland.com]
And we end this week’s buzz with another podcast. This one is from Brad Cleveland, a customer experience expert. In his podcast, Brad answers a question regarding organizational alignment.
He responds with a list of four specific requirements that apply to any company wanting to excel in customer experience. He says companies with vision, strong leadership, a detailed plan (i.e., a customer journey map), and step-by-step implementation capabilities have the right ingredients to excel. Organizational alignment is an absolute must for consistently delivering an excellent customer experience.