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.
These 50 statistics prove the value of customer experience and show why all companies need to get on board.
It may seem glamorous to fly around the world, deliver speeches to adoring fans, and bring in a big paycheck. In reality, the life of a professional speaker is much less glamorous and much more demanding. But even with the long flights and rejection, it can still be incredibly rewarding.
Customer experience keeps pushing forward. Agile brands that are willing to try new things and find creative solutions for their customers will not only survive but thrive. Here are three stories from the week that show how companies are evolving and preparing for the future.
It’s a basic principle that customer experience initiatives and business strategies don’t always go as planned. Failures can come from a number of factors, ranging from outside disruption to poor internal choices. What sets resilient companies apart is how they prepare for the inevitable hiccups. Staying agile and preparing for the future can help withstand the ups and downs of customer experience. This week brought two stories that can serve as cautionary tales of how not to prepare for challenges and one story highlighting the importance of adaptability.