Its always a good idea to catch up on the news from around the CX industry. Luckily i have collected the top news, and shared it here with you. Check them out!
If you are looking for advice about how to provide world class customer experience it makes sense to ask the world’s , most experienced business people. Here business leaders such as Carlos Slim, Bill Gates and Steve Jobs share their wisdom on how to great outstanding customer service. One of the biggest lessons is the importance of developing a customer experience strategy for your organization.
Discover some of the most important findings from 2013 MarketLives online annual survey about how to keep customers happy this Christmas season. The survey reveals that customers have come to expect free shipping when they buy online and so are showing a preference for ecommerce sites that provide outstanding customer service. This includes factors such as 24/7 customer support and online ratings.
This article shows how Chief Marketing Officers (CMO) and Chief Experience Officers (CXO) can work together to create synergies when providing customer experience. One important lesson is that everyone in an organization that is a touch point for the customer is responsible for providing great customer service.
If you need even more evidence of the importance of customer service you will find it here. Included in the statistics is that every year $83 billion in sales is estimated to be lost because of poor customer service. Also businesses estimate that it is 6 to 7 times more expensive to acquire a new customer than it is to keep an existing one.
Learn what a mystery shopper will tell you about your customer service and what you won’t it won’t tell you. Mystery shoppers are trained to approach their job in a linear and systematized way. This means that employee’s will respond differently to them than they may ordinary customers.
Have a great weekend and please feel free to share!