In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.
Text of Top 10 Customer Experience Trends of 2014
VOC DATA ANALYSIS TREND 1:
AMPLIFIED TO NEW HEIGHTS THANKS TO THE VOICE OF THE CUSTOMER HAS SMARTPHONES & SOCIAL
SPEECH, & PREDICTIVE ANALYTICS TO DECODE REAL-TIME EXPERIENCES IN 2014, MORE COMPANIES WILL USE TEXT
CREATING A TREND 2: CUSTOMER CENTRIC CULTURE
12 SIMPLE THINGS 1. Get to know the people!!! 2. Lunch & Learns 3. Mentoring Program 4. LOTS & LOTS of Events 5. Leadership Training 6. Promotion Dinners 7. A library of great books 8. Toast Master Lunches 9. Exit Interviews 10. Innovation Team 11. Contests 12. Respect The emotional commitment an employee has to the organization and its goals, resulting in the use of discretionary effort. EMPLOYEE ENGAGEMENT - Kevin Kruse
A SHIFT AWAY FROM THE TREND 3: NET PROMOTER SCORE
CUSTOMER EXPERIENCE 3 WAYS TO MEASURE CSAT NPS CES One simple question: On a 1 to 5 scale, how much effort did you personally put forth to handle your request? Many mildly satisfied or mildly dissatisfied customers don't tend to complete surveys Industry is struggling with how best to make decisions off of a single metric. For example, what does a score of 7 mean and feel like for to the customer? Why is it a 7?
FIRST TOUCH RESOLUTION TREND 4: VIA SELF SERVICE
CONNECTED TO PHYSICAL THINGS. DEVICES WILL BE WIRELESSLY BY 2020, MORE THAN 30 BILLION -ABI Research
CAPITALIZE ON THE TREND 5: MOMENTS OF TRUTH
LOOK AT THE CUSTOMER JOURNEY FROM AN EMOTIONAL PERSPECTIVE Create memorable customer experiences by focusing on the moments that matter most
LEVERAGE CUSTOMER TREND 6: INSIGHTS TO PERSONALIZE E-XPERIENCES
WITH CULTURE OF MULTI-TASKERS WEVE BECOME IMPATIENT WE WANT SMART INTERACTIONS
WHAT WOW MEANS TO US You created an off-the-charts, remarkable, amazing experience that directly affected someones day. You went above what was expected. You turned a first- time customer into a lifelong customer. When the customer hung up the phone with you, they said WOW, that was the best customer experience I have ever had and that customer now continues to re-tell that story to their friends because you did something extraordinary for them.
TEXT MESSAGE & TREND 9: MOBILE ANALYTICS
THE RISE OF TREND 10: VISUAL IVRS
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