article thumbnail

What You Need to Know to Reduce Customer Effort in 2019

360Connext

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Customer Contact Week’s report is filled with great tips and facts to help you create better experiences.

article thumbnail

What You Need to Know to Reduce Customer Effort in 2019

360Connext

We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. Customer Contact Week’s report is filled with great tips and facts to help you create better experiences.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. 68% of consumers experience a long wait time to reach an agent while 64% say they experience difficulty when trying to navigate a company’s website.

article thumbnail

Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

ShepHyken

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. However, I do recall ending 2019 with a very positive outlook on the year ahead. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals.

article thumbnail

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes.

article thumbnail

Utility Customer Experience: Why Suppliers Need to Make it Effortless

TechSee

When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.

article thumbnail

Guest Post: The Importance of Surveys For Improving the Customer Experience

ShepHyken

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?

Surveys 183