Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. This move is being driven by a change in the relationship between customers and companies – with increased competition, digital disruption and the rise of social media, the balance of power has shifted towards the consumer.....
Forrester has just published its 2016 US Customer Experience Index, providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Looking through the research, I can see four key trends for CX and customer service professionals...
Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. It found that: 80% of Britons are frequently enraged by poor customer service...
We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. We asked guest author and millennial Chloe Hacquard for her perspective.Millennials expect five things as standard from customer service:1. Being on social media and responding as fast as possibleIf there is an issue, the company concerned is already in a bad position. And, if at...
Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and...
Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of...
Delivering a seamless, high quality customer experience is extremely complex. It has to cover multiple channels, involve the whole company and also key partners, for example logistics companies for retailers, in a way that is invisible to the consumer, minimizing the amount of effort that they need to put into their purchase or interaction.Over time it has become even harder as new chann...
The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Digital channels have also driven up the level of competition in the sector, putting downward pressure on prices as transparency increases. At the same time with so many options to choose from online, customers are more discerning about where they take..
Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors.By comparing this data with previous research in the UK, KPMG Nunwood found that not only did US consumers...
In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. How do they choose their priorities and ensure that they meet both customer needs and that they gain buy-in from the board?The Global State of Customer Experience 2016, a new research report from the CX Network, provides some interesting insight into what is...