What’s the CX buzz this week? (30th Jun, 2014)

Our team put a great deal of care into cherry-picking the articles for this week’s edition of CX Buzz. The content will surely come in handy for CX professionals of all levels. Topics covered include contact center frustrations, managing multichannel contact centers, and the value of customer experience innovations.

We recommend you take notes as you breeze through these articles. Knowledge is power – so please share the Buzz with other CX professionals, so they can also make use of the insights.

Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.

Data, Engagement, and Customer Experience Management [ashtonmedia.com.au]

We begin this week’s CX buzz discussing customer experience management. Providing a level of customer experience that ensures your customers ‘feel’ the difference between your business and competitors is crucial to success.

Customer experience can be incredibly complex and very simple at the same time. Taking meaningful steps based on a company-wide strategy that is reinforced through leadership, technology, and action is core when beginning to build a culture where the customer is seen as important.

Customer Experience Innovation Creates Mutual Value [customerthink.com]

Value creation makes the world go-round. It stimulates revenue, engagement, and productivity. Value is the secret to customer experience excellence, and that's why value is the secret to sustainable growth. If you want to top your industry in customer experience differentiation and business results, you must create mutual value, which will benefit both parties, on an ongoing basis. Customer experience innovation can become a way of life and part of your company culture.

Why your customers hate your contact center [mycustomer.com]

Did you know that 82% of respondents in a recent survey reported that they find dealing with call centers to be an “unnecessary stress”, with the biggest frustration being inconsistency across channels, according to 79% of respondents?

Contact centers need to keep up with modern consumers and offer methods of communication that are convenient for them. The only issue is that the more channels you offer, the less consistent your service is likely to become. By modernizing their operations with fully integrated multimedia contact centers, businesses will be in a much stronger position to deliver a level of customer service suited to the demands of today’s consumers.

Best Practices for Managing the Multichannel Contact Center [customerservicezone.com]

Today’s consumers want to engage customer service “whenever” and “wherever,” using their choice of voice, email, SMS, or web chatting from a variety of mobile devices. Consequently, the multichannel contact center has become the norm. Multichannel centers can create a seamless, highly streamlined customer service process by gathering information via all channels and placing it, literally, at the agent’s fingertips.

While the well-managed, multichannel contact center can improve a company’s bottom line, excellent customer service should always be seen as the #1 reason for establishing a multichannel experience.

Ten Guiding Principles of Customer Experience [loyalty360.org]

We end this week’s CX buzz with a set of guiding principles that act as a foundation in customer experience practice. Some of them are listed below:

  • Customer experience is a personal and subjective thing, so it is not something that can be “created” by a company.

  • A “Customer Journey” is the framework of customers’ interactions and experiences when engaging with a brand

  • There is no such thing as an offline customer.

  • Any point in the customer’s journey has the potential to drive the customer away from a company.

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