Imagine life in the year 2039—how different will things be 20 years from now? Every step of our mornings will be made even easier and better by technology, assuming that we continue to allow technology into our private lives
In our technology-driven world, all companies should aim to create frictionless experiences at work and for their customers. Technology is a powerful tool that should drive every interaction anyone has with the brand.
Have you or a customer experience officer ever called a meeting to talk about customer experience, only to have no one show up? It’s a common problem in organizations that don’t understand the importance of customer experience and what it means to every person inside the company.
When patients are sick or in pain, the last thing they want is to feel like a number instead of an actual person. But too many times a patient’s experience feels routine and impersonal. A recent survey found that what both patients and doctors want is a better doctor-patient relationship.
Think of the last time you called a customer service line and talked to a human—did it feel like you were talking to an actual person, or was the conversation robotic and simply followed a script? Instead of enjoying a real conversation, too many brand interactions end up feeling impersonal and disinterested. Customers leave the conversation feeling frustrated or belittled instead of satisfied and accomplished.
One of the most important aspects of customer experience is trust. Customers simply don’t want to do business with a company they can’t trust. Insurance is an industry rooted in building trusting relationships. It started 5,000 years ago when Chinese merchants split their goods across multiple shared ships.
How many companies are guilty of only talking to their customers once a year—if that? It happens more often than we think.
What happens when things don’t go according to plan? For companies, variation can have a huge impact of how customers are treated, especially if those brands aren’t prepared to handle the changes.
It used to be that customer experience technology meant only CRM, or customer relationship management. The terms were almost interchangeable because the only technology used to connect with customers was basic data like names, emails, phone numbers, and addresses. However, there has been an explosion of customer technology that is changing the customer experience.
Let’s face the truth: today’s B2B customers just don’t trust you. In fact, a recent study found that 59% of buyers would rather do research online to avoid interacting with a human sales rep who pushes their own agenda and doesn’t listen.