Trust is paramount to a quality customer experience. To stay loyal and build a relationship, customers have to know they can trust a company to do what it says. This week we saw three stories of companies that have lost their customers’ trust and what they are—or aren’t—doing to recover it.
A quality customer experience includes every customer, not just certain groups or demographics. The growth of technology and personalization allows brands to create niche experiences and reach out to often-overlooked groups. This week, we saw three stories of the changing customer landscape and how companies are offering new services to all customers.
Modern customers and employees want information on their own terms. In order to best educate employees and provide answers and tools to customers, many customer-focused brands create knowledge-rich cultures. These cultures pride themselves on offering learning and growth opportunities for employees while empowering them to solve customer issues. However, Dave Hare, principal consultant at ServiceXRG, says too many companies have knowledge-rich cultures in silos, which creates chaos and lost opportunities
To secure new customers, many companies often resort to going for the biggest or best product or service. These moves tend to get lots of public attention but can be risky for actually staying afloat long term. This week saw three stories of bigger and better moves companies are making and the customer experience risks that come with the territory.
I have spent twelve years studying and championing customer experience, which only now seems to have reached a level where it is reverberating throughout the business world. Research shows that a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues.
The growing amount of pollution from air travel has led many passengers to adjust their travel plans and highlighted a need to change how planes operate.
As customers and technology change, customer experience also needs to change. In order to stay relevant, companies often have to adjust their products and services or expand to new areas. This week saw three stories of how companies and industries are evolving and how those changes could bring better service to customers.
For years, Australia has had with a well-established culture of customer experience. In general, companies seem to connect with customers better and offer more personalized solutions than they do in other parts of the world, including the U.S. However, many Australians have hit experience roadblocks with big companies lately, especially when it comes to the contact center. Having trouble waiting on hold or not being able to talk to a human isn’t new, but it can have a serious impact on the overall experience.
Every choice that a business or consumer makes come with some degree of risk. Business ideas can fail or be a huge success, and a consumer can make a poor purchase decision or a great one. Risk is inevitable, but customer experience should work to highlight the great outcomes and overcome the bad decisions. This week brought three stories about the risks that brands and customers face every day.
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The telecom world faces constant change and evolution. A decade ago, smart phones didn’t exist, and now they’re the core of every company. Through the change, one company has seen incredible growth of 20-30% year over year to become a $1 billion-dollar company. Its secret? Focusing on customer service.