Our team collected some fascinating articles this past week. Each of our picks offers a wealth of insight for all professionals in CRM to learn from. Let us know your thoughts by commenting below, or reach out to us on Twitter @NICE_Enterprise.
A Ton of Scary #CustExp Quotes and Stats(CX Journey)
This post highlights a series of interesting (yet scary) facts and figures related to the customer experience.
For example, after experiencing poor customer service, 26% of consumers post negative feedback across various social networks and forums. Upon asking questions, 50% of consumers give a brand only one week to respond, before they stop doing business with them. For every customer who makes an effort to complain, 26 others remain silent. Scariest of all, 73% of people surveyed wouldn't care if the brands they used disappeared from their lives.
Annette Franz, a frequent customer experience speaker from CX Journey shared these numbers to highlight the importance of customer experience which was appropriately released for Halloween.
Ground zero for Christmas customer service is the contact center(CallCentre)
November is the time when retailers start prepping their contact centers to cope with the upcoming surge in demand for customer service around Thanksgiving, Christmas and the New Year. It’s easy to claim that customers can buy whatever they want, wherever they desire, whenever they choose. However it requires quite a bit of multi-channel customer service enablement and thoughtful management to get it right.
Find out why the contact center serves as ground zero for customer service during the holiday season in this post by Joe Doyle – a true veteran of the marketing profession.
Creating Value from Analytics: The Nine Levers of Business Success(Customer Think)
Did you get a chance to check out the latest IBM global study on how businesses can get the most value from Big Data and Analytics?
You can download the entire study here and read the post above for a quick summary of the nine levers that help organizations create value from data. Best of all, it’s nicely organized into three levels: Enabling, Driving, and Amplifying the Impact.
Is Technology Killing the Contact Center?(Avaya)
Technology can be a huge enabler for delivering improved customer experience with growing data and predictive analytics. But did you know - just 8% of organizations surveyed by Forrester have implemented multi-channel customer service technologies?
This post reviews the perceived risks of not adopting new technology in contact centers and highlights the implications of living with outdated or siloed technology systems. The implications include inconsistent customer service, operational inefficiencies, and competitive disadvantages according to Forrester. Read all about it!
Eight Reasons to Master Customer Experience Ecosystem Mapping(Forrester)
Getting ready for a customer experience project? You might want to take a look at the post above by Paul Hagen from Forrester.
This post mentions the importance of customer experience ecosystem maps and how these tools outcropped as an evolution of the traditional service blueprints. This article also discusses how to start with Customer Journey Maps, which serves as a popular tool for customer experience management professionals. You will also find eight extremely important reasons to map out customer experience ecosystem. Have a look, and determine how you can put them to good use in your projects!