A Homage To The Internet’s Most Famous Customer Experience Research Study. If you’re in the customer experience space, you’ve probably heard a handful of these customer experience statistics: And lastly, the finding that may be responsible for more corporate buy-in on customer service and CX improvement over the last 4 years.
I’ve never flown with Frontier Airlines, but I know people who have. Imagine this. You’re at the gate waiting to board as the scheduled flight departure time is here. Agents on the ground are trying to check passengers in and deal with last-minute changes and requests. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone.
To improve the customer experience, business leaders should lean on proven best practices. While there are many proven ways to give customers a better impression of a business, we recommend doing the following three first: ITIL best practices haven’t historically been utilized in CSM operations or improvements. Still, frameworks like ITIL and COBIT (Control Objectives for Information Technology) have a lot of innovation and efficiency to offer within the customer experience.
Customer support demand is always growing larger and larger. As your customers expect more and more from your business, it’s likely that your business will be hard-pressed to deliver speed and quality service that meets their expectations. When a business runs into sinking quality issues, they naturally look to expand their support team, however this isn’t always a viable solution.
It’s no surprise that eCommerce is booming worldwide, and the pandemic has only fueled its surge. How are eCommerce brands performing from a customer service standpoint? Are they delivering the speedy resolutions that consumers have grown to desire and expect? As eCommerce and CX go hand in hand, Netomi’s research team set out to investigate. This time around, we opted to narrow our scope of focus.
When someone makes an insurance claim, they’re under a lot of stress. Maybe their son just totalled the car or their house caught fire. It’s already a very bad day. Filing a claim might be the last thing on their mind when the unexpected happens. And if the claims process isn’t simple, it can add frustration to an already stressful time. Enduring that kind of bad experience can mean the end of a customer relationship.
B2B Customer Service can make or break a company; at the center of that service lies the customer experience (CX). But while 87% of companies believe they provide a strong customer experience, only 11% of their customer base agrees. For B2B companies, that disparity can be particularly damaging. Business customers tend to have a higher standard when it comes to service. They’re typically spending more and coming to the table with more clout than the average consumer.
Nobody likes losing customers. And for many businesses that made the shift to operating online during the pandemic, it’s been a challenge to connect with customers on a personal level. We’ve learned that the tools we use to connect can either hinder or help us. Fortunately, there’s a wide range of digital platforms that can help you understand your customers in a deeper and more meaningful way.
