What’s the CX buzz this week? (18th Nov, 2013)

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.

Top 5 Reasons Customers Don’t Want to Contact Customer Service (SlideShare)

We begin this week’s CX buzz with an infographic that points out the top 5 reasons why people avoid contacting call centers for customer service. It highlights our multi-channel environment and includes interesting statistics. For example, did you know that almost 58% of customers typically give a shot at a self-service module to find a solution before placing a call to customer service? Key points to avoid are also mentioned, closing with a simple yet complex hint that holds the key to improvement.

The essence of this post outlines the true importance of contact centers as a source of information to address the needs of customers.

Why Online Customers Still Want To Talk To Customer Service (WinTheCustomer)

After reading the previous post, can we assume that the importance of call centers is on a decline? The answer is a resounding NO. In fact, telephone customer service has the highest level of customer service satisfaction at 69%, followed by email at (60%), and FAQs at (56%). With the proliferation of communication options, it is mandatory for any B2C company to adopt multi-channel customer service options.

Find out more about the challenges faced by the online stores and the solutions, while managing the various customer contact channels in this post, by Flavio Martins.

How to Calculate ROI for Customer Experience (iMediaConnection)

This post talks about customer experience (CX) as the product of user experience (UX) design work, which focuses on creating superior customer experience, and it is the measurement of UX that truly determines the ROI (return on investment) for CX initiatives.

Let’s break it down. The ROI of the UX for a website has been relatively easy to figure out in the digital world. You can value and compare the conversion rate before you redesign a website using UX. Improvements in simplicity and relevance deliver better results, which can be easily measured. Calculations get harder, only when a brand has to consider investing in a unified CX strategy and execution.

This post explains why CX is an absolute deal breaker, and how its success lies in taking a serious, systematic, scientific approach to getting there, which requires a great UX.

How measuring the right data can help you retain customers (ICMI)

Management of metrics such as average handle time (AHT), first call resolution (FCR), and call reasons certainly results in cost savings. However, it doesn’t guarantee brand identity, loyalty or cross/up selling. It’s best to analyze the right set of data, then identify CX indicators across channels and measure the customer experience from the customer’s perspective. This will help in narrowing down results to particular processes, and provide actionable outcomes. Some pointers include:

  • Capturing feedback on every channel
  • Investing in the right system and processes
  • Having a customized process that supports your customer journey mapping

Get ready to take notes as you read this piece!

Stop Losing Money and Focus on Customer Service [Infographic] (Business2Community)

We close this week’s round up with this post that offers a ton of interesting statistics that highlight how effective customer service leads to higher profits and loyal customers. The concept is relatively simple: You don’t necessarily need to do more - you only need to do better.

Many important statistics are included in this article, such as the fact that it costs 5 times more to acquire new customers than retain old ones. Also, 80% of businesses believe they are delivering superior customer experience while only 8% customers agree with the sentiments.

The numbers on the infographic point out areas that would help reduce a majority of contact center-related costs. A penny saved truly is a penny earned.

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