What’s the CX buzz this week? (7th Apr, 2014)

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.

The three Cs of customer satisfaction: Consistency, consistency, consistency [mckinsey.com] 

We begin this week’s CX buzz with an insightful article from the global consulting firm McKinsey & Company. The idea of consistency in customer service is discussed in great detail, in order to achieve excellent customer satisfaction.

The authors emphasize the following three areas for maintaining consistency:

  • Customer-journey consistency
  • Emotional consistency
  • Communication consistency


When Your Service Providers Change, Do You Provide Experience Continuity? [chiefcustomerofficer.customerbliss.com]

In this short video, CX expert Jeanne Bliss further discusses the topic of consistency in the form of experience continuity, when a customer changes his or her service provider.

Jeanne discusses the importance of continuity and stresses the point that the continuity of service builds and grows customer relationships.


Customer Service Journey Map Can Lead To Instant Gratification [hyken.com]

CX expert Shep Hyken discusses a very interesting customer service strategy in his blog in which he talks about the customer’s experience of instant gratification. Having a clear customer service journey map is not enough in this process.

The author suggests looking for opportunities along the touch points in the customer journey that can create these moments of instant gratification. At the same time, look for places where your customer might find instant misery. Then work towards getting rid of the misery and replacing it with instant gratification.


Customer Experience Demands Simplicity And Cultural Change [blogs.forrester.com]

In this article, Forrester’s author and analyst Clement Teo discusses the three major customer-centric needs that will go a long way in building the reputation of brands as CX leaders.

Following are the action points he suggests that meet customer centric needs:

  • Simplify systems and processes
  • Let lines of business drive the IT agenda together
  • Drive cultural changes to reflect a customer-centric agenda


10 Tactics For Increasing Your Customer Lifetime Value and Loyalty [kissmetrics.com]

We end this week’s CX buzz with some interesting numbers and tactics to increase your customer lifetime value and loyalty. Did you know that businesses with 40% repeat customers generated nearly 50% more revenue than similar businesses with only 10% repeat customers?

We are sure you will enjoy this article.

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