Peter Lavers
MARCH 17, 2015
Too many initiatives focus on the physical “what we will do for you” rather than the emotional “how we will make you feel about it” The body of independent research confirms that more than 50% of the customer experience is emotional – customers remember how they felt, not how well they were processed!
Mindtouch
JUNE 7, 2018
Regardless of what motivates the call for reducing customer effort —be it survival, a genuine interest in customer well-being, or some mixture of both—getting to know customers better requires more than empathy. Indicators of a high customer effort experience. Customers say so. Silos abound.
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HGS
FEBRUARY 1, 2017
Melissa: Today’s customer service trends are being driven by customer expectations for really simple and straightforward communication. In many cases, this means self-service tools, although customers also sometimes need to pick up the phone and speak with a person.
DMG Consulting
FEBRUARY 7, 2018
As seen in Figure 1, the top 10 enterprise servicing goals for 2018 are: Delivering an outstanding CX. Increasing use of self-service. Delivering a personalized customer experience. Reducing customer effort. Improving customer journey mapping and analytics. Enhancing customer engagement.
Global Response
MARCH 27, 2023
The easier it is for customers to find you and contact you, the faster they can get their questions answered. Two key ways to make yourself more accessible to consumers is through omnichannel support and self-service solutions. Self-service solutions. Omnichannel support.
Comm100
DECEMBER 1, 2017
This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Customer Journey Mapping Is Gaining Importance.
Callminer
APRIL 20, 2018
As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.
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