Even though the end of the year is approaching, there’s still tons of time to discuss the 2013 tends in customer experience. The truth is that consumer expectations are continuously changing and organizations need to stay up to par.
Most companies will use the customer experience as a way of keeping up with their peers, but smart companies will use it as a form of differentiation. According to Gartner, organizations that prioritize the customer experience generate 60% higher profits than their competitors. However, a major pitfall for companies that fall behind is their lack of strategy, specifically keeping up with the trends that ultimately make or break the experience.
How important is the customer experience to your organization?
Improving the customer experience is an ongoing process, constantly changing and transforming how companies do business. Get thinking about which CX trends can benefit your organization by attending this interactive webinar.
Here’s a sneak peak at the slides:
On-Demand Webinar: Top 5 Customer Experience Trends for 2013
We talk about:
- The Impact of Self-Service
- Multi-Channel Trends
- Social Customer Experience
- Plus so much more!
Who should watch:
- VP’s & Directors of Customer Service
- VP’s & Directors of Contact Centers
- VP’s & Directors of Web/Social Media
Most importantly, good customer service must recognize problems before they occur, and strive to provide the appropriate service for those who need it!
Cheers!
D.
- Daniela
- Daniela
The voice channel is almost always in the top three channels, and as the most important escalation channel that supports digital channels, needs to be given top priority for attention.
There is nothing wrong with addressing the voice channel first, using the benefits to convince executive management about the ROI of improving customer experience.
Too many organizations are losing massive amounts of brand equity by delaying improvement of their voice channel.
- Daniela
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