News and trends for customer care professionals.
Click here to access the full digital issue of CRM Magazine Spring 2015
News & Trends for Customer Care Professionals
To develop “experience innovations” that turn mundane interactions into engaging encounters:
➤ When it comes to people, you must direct workers to act.
➤ When it comes to process, you must mass customize your offerings.
➤ When it comes to technology, you must fuse the real and the virtual.
Read more at: http://bit.ly/expinnovations
According to a study by Bain & Company, increasing customer retention rates by a mere 5% can increase profits by anywhere from 25% to 95%.
Read more: http://bit.ly/RetentionKing
For the first time, respondents reported using a company’s FAQ pages on its website more often than speaking with an agent over the phone, according to Forrester’s Channel Management report. Use of the help/FAQ pages for customer service increased from 67% in 2012 to 76% in 2014, while phone interactions have remained constant at 73%.
Read more: http://bit.ly/FAQpages
The most common mistake in managing the customer experience is starting with customer data. Using data and analytics as a starting point fails to recognize the importance of coherence between customer experience and brand identity.
Read more: http://bit.ly/7StepsHBR
81% of customers are willing to pay more for a superior customer experience,
according to Oracle Corp.
Read more: http://bit.ly/81PayMore
Independent of the question they had, 56% of respondents aged 18 to 34 prefer live chat to phone, compared with 27% of those aged 35 and older.
Read more: http://bit.ly/PreferLiveChat
6 global brands weigh in on strategies that will drive customer engagement
- Anticipate customer needs, then act on them— and exceed them.
- Give customers real-time benefits that make their experience more fun.
- Use social media to provide value, not simply as means to amplify your message.
- Simple is better when it comes to a customer's experience to increase their satisfaction (and retention).
- Use and analyze data in new ways.
- Embrace customer feedback and use it to improve processes.
Read more: http://bit.ly/6strategiesCX