Category: Customer Experience
3 Secret (Top Team) Reasons why we have to get more scientific about the Customer Experience.
Complexity is an insidious thing. Humans seem unable to keep things simple and will add rules, reporting lines, and complications seemingly for the fun of it. And process people take it to a whole new level.
Don’t get me wrong, it isn’t that people haven’t talked about the customer before, just this time it is very different. The new game is all about customer experience management (CEM).
- According to Gartner, 89% of all businesses will compete on customer experience this year.
- Another 89% believe customer experience will be their main differentiator by 2018.
- Improved experience can grow revenue by five to 10 percent—and cost 15 to 20 percent less—over a span of three years.
- 97% of global consumers cite customer service as important in their brand choice and loyalty.
- Three out of four people have spent more with a company because of a history of positive experiences.
Do you want to know more?
Is CX working for you? If not these resources might help
The CX Lifecycle Template WEBINAR (free) – if you have the template you have got to do this!
https://cemnext.com/auto-webinar-registration
CPP Masters DENVER – a couple of places left in two weeks
https://11thdenvermasters.eventbrite.com
CPP Champions DENVER – a weekend special!
https://denver7thchampions.eventbrite.com
CEM Leaders 3 hour (free) sessions in London – real, in the room, with Steve and James!
http://www.customerexperienceworld.co.uk/cem-leaders.html
New website to celebrate 24 years of being – new look, new accreditations
http://www.bpgroup.org
Of course, if you have anything to add please let us know!
Ciao,
Steve
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program (and ACXP)An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector. Become a qualified CPP-Master or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html
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Customer Gold – Converting any Customer Experience into a Gold mine
Just finished up our webinar Customer Gold – How to convert the Customer Experience into a Gold Mine
Among other things, we revealed how to convert any CX into a source of rapid actionable objectives
Comments coming in from live attendees have been great!
Keep your eyes peeled for the replay tomorrow or the next day!
Some really cool “time-limited” stuff available here if you want Assess to identify massive improvement opportunities, Develop a consensus on where to focus improvement efforts, and Gain the support of the top team and your colleagues for rapid CX improvements.
Check it out ==> https://cemnext.com/auto-webinar-registration
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success Certified Process Professional Masters Champions (CPP-Master) Program (and ACXP)An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector. Become a qualified CPP-Master or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html
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Six CX Facts that will shake you
The Bottom Line
- 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect)
- 60% of consumers have higher expectations for customer service now than they did just one year ago. (Parature)
- 74% of consumers have spent more due to good customer service (Ebiquity)
- 67% of consumers cite bad experiences as reason for churn. (Esteban Kolsky)
- $41 billion is lost by U.S. companies alone each year due to poor customer service. (NewVoiceMedia)
- Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer. (Temkin Group)
Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.
Certified Process Professional Masters Champions (CPP-Master) Program
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Fantastic Customer Experience will tear you up :)
And it is precisely what creates the very personal experience that makes the difference.
Can your business do that? Can you do that? How could you if you needed to?
Join your fellow professionals in getting more scientific about the Customer Experience.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
3 Must know themes that are emerging around the CX
The Future of Customer Experience
- In 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2010. (Gartner)
- By 2017, 50% of consumer product investments will be redirected to customer experience innovations. (Gartner)
- By 2020, customer experience will overtake price and product as the key brand differentiator. (Walker Information)
Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
5 Word of Mouth Impacts on the Customer Experience
Word of Mouth
- 95% of dissatisfied customers tell others about their bad experience (Dimensional Research)
- 74% of consumers identify word-of-mouth as a key influencer in their purchasing decision. (Ogilvy, Google and TNS)
- 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. (Bright Local)
- High satisfaction rates result in 2-12 times higher recommendation ratings. (Market Force)
- One happy customer can equal as many as 9 referrals. (American Express)
Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Six Social Media Impacts on Customer Experience
- Today’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. (Ohio University)
- Failure to respond via social channels can lead to a 15% increase in the churn rate. (Gartner)
- When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. (Bain & Company)
- Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. (NM Incite via HBR)
- Companies with a social care program experience a 7.5% YoY increase in customer retention – those without only see a change of 2.9%. (Aberdeen)
- 60% of organizations still cite marketing (not customer experience) as the main function of social channels. (Genesys Research via the Professional Planning Forum)
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
It is a Classic 1-2-3 with Articles, Certification and Conferences
** New Articles **
4 Secret Keys to Overcoming FUD – http://bit.ly/FUDsecrets (Video and FREE BOOK)
5 Must follow Customer Experience Blogs – http://bit.ly/5CXBlogs
** Professional & Masters for June **
(20 GLOBAL SESSIONS BEFORE YEAR END)
http://bpgroup.org/book-class.html
Two & Four Day formats
> AUSTRALIA Sydney – 30 MAY – 2 JUNE
> INDIA Pune – 11-14 JUNE
> INDIA Bangalore – 20-23 JUNE
> ENGLAND London – 27-30 JUNE
** Upcoming Conferences**
> AUSTRALIA Sydney – July 26-28 http://bit.ly/PEXAus
> USA San Francisco – Sep 26-28 http://bit.ly/PEXSanF
> NETHERLANDS Amsterdam – Sep 27-29 http://bit.ly/PEXEur
> UAE Dubai (yours truly chairing) – October – TBA
See you on the inside! Steve
In June catch me (if you can) in
Australia, UAE, Ireland, London (around GB Independence Day) and the USA.