Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can businesses address this?  I don’t mean to channel the sage advice “Deep Throat” dished out to Woodward and Bernstein—Follow the Money—but it is a logical approach to solving the problem. In fact, we have already done it for you. We (Forrester on our behalf) started by asking 5000 consumers what…

Elevate customer engagement to the cloud – Part 1

Why cloud? Cloud-based technologies are experiencing rapid adoption in businesses of all sizes. Although within the last few years the term has changed – from “hosted” to “on-demand” to “SaaS” and now “cloud” – one thing that has not changed is the need; businesses want to deploy technologies quickly and easily whilst continuing to innovate rapidly, all the while reducing the need for hyperextended IT resources and upfront infrastructure investments. Cloud-based technologies address this need. In fact, enterprise adoption of…

Uncle Sam, you can go from cellar to stellar in citizen services

Unfortunately for citizens, the government did not fare well in the Forrester’s 2015 US Customer Experience Index, to say the least. Moreover, in a survey of 5000 consumers by Forrester Consulting on the biggest pain point in citizen service, respondents said that inconsistency of answers among contact center agents was their biggest issue (56.2%), followed by lack of knowledge among agents (35.6%) and findability of answers on government websites (26.9%) . So the solution is pretty straight forward – an omnichannel…

No Pain, All Gain (When it is Customer Pain)

Research studies by the likes of Accenture have repeatedly shown that over 50% of consumers have switched brands due to customer service pain. It’s obvious that no (customer) pain is all (business) gain. So what are the biggest pain points and what can you do about them? Here are findings from a Forrester survey, where 5000 consumers were asked to check the biggest pain points when they get customer service (they could pick upto two options) across a wide variety…

Measure to manage customer experience

In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature. In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only one part of the consumer’s overall experience with a company. There are many variables that can affect how people perceive customer service and no single…

It’s the Easy, stupid!

No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of 125,000+ consumers and 5000+ customer service representatives, conducted by CEB (Corporate Executive Board). You can learn more about this in a presentation delivered by CEB at eGain World 2014 in San Jose. Given that today’s consumer interactions with the business are comprised of omnichannel journeys, how can you then reduce…

When it comes to customer experience, take a “whole-chain” approach for success

Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is the experience chain, or how the experience of in-house or partner sales and service agents (including outsourcers) affects the end-customer experience. Instead of taking a “whole-chain” approach to improving experiences, they fixate on and fix parts of the chain, only to fail or realize limited success from their experience initiatives….