How Can You Improve the Customer Experience?

How Can You Improve the Customer Experience? 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

10 comments on “How Can You Improve the Customer Experience?”

D. on September 19, 2013 at 1:23 pm said:

Daniela, you make a really good point about implementing a larger strategy when it comes to improving customer service initiatives. Too many times have I seen businesses at the corporate, and store level, that do not understand the importance of strategically enhancing the customer experience. The other day I stumbled upon this blog about customer service at Jack Astors, and it definately highlights what upper management needs to consider when it comes to customer service. If you or any other readers are interested, you can check it out here! http://goo.gl/6WbmzA

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.

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Daniela on September 20, 2013 at 11:50 am said:

Thanks for your comments. That's great input!

- Daniela

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Forrest will on September 20, 2013 at 3:44 am said:

Improving the customer experience is really an ongoing process, and in order to do that a company should have an industry-specific solutions that will enable them to acquire deep knowledge in various fields, such as sales, customer service, and a lot more.

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Daniela on September 20, 2013 at 11:50 am said:

Thanks for commenting!

- Daniela

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Kevin Brown on September 20, 2013 at 9:09 pm said:

I certainly agree that a larger strategy for customer experience is the best end goal for all organizations. However, my experience is that these massive exercises are all too often used to halt positive changes, and/or they fail because they attempt to stretch further than the organization can manage.

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.

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Daniela on September 24, 2013 at 10:38 am said:

Well said Kevin. I love your comment that the voice channel is the most important escalation channel that supports digital mediums - that couldn't be more true.

- Daniela

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