What’s the CX buzz this week? (17th Feb, 2014)

We collected an entertaining mix of goodies for this week’s CX Buzz. From infographics, to videos, to fascinating statistics and engaging reads – you’ll surely find a great deal of enjoyment as you read along. Our team had a blast going through the info and exchanging facts/figures. We’re sure you’ll enjoy it just as much. 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.

Journeys, not Touchpoints [cx-journey.com]

We begin this week’s CX buzz with a piece from a very popular blog from CX expert Annette Franz. Throughout the article, she contends that focusing on the entire customer journey (not solely on individual customer touchpoints) will yield greater a customer experience.

Using statistics from a McKinsey report, Ms. Franz maintains that customers value the overall experience more than one-time interactions.

The philosophy of customer service [event.wavecastpro.com]

With 86% of customers saying they are willing to pay up to 25% more for better customer service, the importance of customer service cannot be made any more clear.

Roy Atkinson, a CX expert and this post’s author, suggests that a true customer-focused company treats customer service as a philosophy and incorporates it into the company’s culture. These companies do not compete on price, but rather on the quality of the entire customer experience they provide.

Master the multi-site contact centre: A management model that works[callcentre.co.uk]

For any B2C company, customer experience management is a competitive necessity. Yet did you know that only 49% of contact centers have a CXM plan in place? Only 41% of companies use customer data for journey mapping?

You’ll find these statistics and more in this wonderful Infographic, which illustrates the best practices in the call center industry. It also highlights how these practices give their companies a competitive edge.

Drowning in Data? Set Your Sights on These Key Measures[bradcleveland.com]

CX expert Brad Cleveland is known for using his website to answer questions from his followers.

This past week, he answered questions related to call center data. He also discussed the metrics that are important, and how a company can maintain and use call center data to create a better customer experience.

We hope you enjoy his video.

Through customer colored glasses [pinterest.com]

We end this week’s buzz with an Infographic that tells of the customer experience from a customer’s perspective. Did you know that 93% of customers would refuse to do business with a company aftera maximum of three bad experiences? Did you know that more than 1/3 of customers say they have used the social media to post a bad customer experience?

We hope you enjoy this interesting Infographic.

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