Customer Experience | CPI's Blog

How Does the Agent Experience Affect the Customer Experience?

Does AX=CX?

In a recent conversation with a customer, I was asked this question, "Is there any way to add some pizzazz to the agent workspace?” The short answer to the question is of course, “Yes."  

Does your Contact Center Technology Irritate your Customers?

Christy Green

Embracing new technology can be a great strategy for your business. It can help you attract and retain customers and increase revenue. There are many excellent solutions that can dramatically improve customer experience. But a note of caution, those same solutions, if deployed improperly, can provide the exact opposite results.

What Happens to Your Customer Surveys - Management Metric or Transformational?

Chris Dellen

Recently, I led a CX journey mapping session for a client. I was helping them map their customer survey process. For many organizations, this is a giant black hole.

5 Tips to Boost Customer Experience

Carla Kraus

It only takes one poor customer experience to tarnish a company’s brand. Typically, it’s your front line employees (a receptionist, cashier or customer service agent) who will make or break a customer’s experience.

 

Do You Have a Digital Customer Experience Strategy?

Christy Green

I just read an interesting article in Computerworld about the disruptive force of the digital business model. According to Michael Porter, a leading authority on competitive strategy, “In any industry, whether it is domestic or international or produces a product or a service, the rules of competition are embodied in five competitive forces: the entry of new competitors, the threat of substitutes, the bargaining power of buyers, the bargaining power of suppliers, and the rivalry among the existing competitors.”

Customer Service is the New Marketing

Steve McKinney

“Treat your customers as if they were newspaper reporters; this is the new mantra for savvy companies of all sizes.” - Forbes.com

Think about that statement. What makes you gravitate towards a particular brand, product or service? With access to more affordable technology and companies investing heavily in data analytics and insights, that differentiator is going to become a norm and companies attracting customers to their brand, product or service are ones who can provide the best customer experience both in a digital and non-digital context.

Avoid Customer Servitude - Part 2

Christy Green

Last time, I cautioned about turning your customers into indentured servants by making them have to work too hard to get the information they need when contacting your company.

One of the most important things an organization can do for their customers is help them save time. People want to get what they need quickly, in the manner in which they want to get it, then move on with their life. More than likely, browsing your website for 15 minutes to find the information they need, or waiting on hold to speak with a customer service representative is not considered one of their favorite hobbies!

Avoid Customer Servitude

Christy Green A few months ago, I switched to the cable company that everyone loves to hate. Recently as I was paying bills, I realized I’d never gotten a bill from them. So I searched their website until I found the number for customer service (which is quite well hidden). I called at 7:02 pm, only to find out that they close at 7:00. A couple nights later, I called again, only to find out there were “longer than average hold times”. I waited a few minutes then gave up. On my third attempt, I searched for a way to find my account online (bear in mind, I had received nothing from them. No bills, no email, nothing). Somehow from the website they were able to identify me by my location, which was pretty cool, and after a bit more effort on my part, I found they had assigned me an email address and were sending my bills to that account! Which would’ve been OK, if only I’d known about it! To make matters worse, three months of bills had been sent to that unknown account, which also included installation charges, late fees and a disconnect notice! Adding insult to injury, it took a whole bunch of time and effort on my part to even find this out. Why do I have to work to get my cable bill?

How to Avoid Pitfalls in your CX Contact Center Overhaul

Christy Green

Improving customer experience is top of mind for most companies these days, but how do you do it? Where do you start?

Considering that consumers are adopting new technology at a faster rate than businesses, and that leveraging new technology will likely be the cornerstone of many CX improvements, the challenge is how to maximize your investment, while also making sure you deploy solutions that are seamless. The book Eight to Great offers some sound advice, based on the experience of thousands of companies around the world.

5 Hot Trends to Accelerate CX in Your Contact Center in 2015

Steve McKinney

Last month I attended an event in Las Vegas with close to 300 Customer Service Professionals to learn and exchange information about “The Modern Customer Experience”. As I listened to the guest speakers from some very large companies with household names share their service strategy for the next two or three years, it became clear that the landscape has changed.