Thursday, July 23, 2015

Top 10 Take-Aways from Customer Contact Europe 2015: A Frost & Sullivan Executive MindXchange

For executives working in today’s multi-faceted, multi-channel customer contact space, asking key questions is an important part of getting to the right solutions.

Here are some of the key take-aways and talking points our participants shared at the 9th Annual Customer Contact 2015, Europe: A Frost & Sullivan Executive MindXchange

  1. Use results to connect your customer to the "right" channel. As different customer service channels affect online purchasing decisions, it’s important to analyze the data to create a blueprint for optimal channel success.
  2. Customer experience needs "board" sponsorship. Is your entire organization--from the Board on down—linked together to provide an excellent customer experience at every touchpoint?
  3. How do you choose and monitor the right KPI? Is net revenue or a customer loyalty metric the best key performance metric for your organization?
  4. How do you ease the customer journey? How do you make it simple? The “customer journey” continues to grow more complex… so how do we make it easier for our customers to gather information or to make a purchase?
  5. Monitor employee NPS/EPS It is important to compete for your customers and not against competitors.
  6. Empower your employees to boost customer experience.  Each and every employee should be authorized to create a successful customer experience.
  7. Create a multi-channel customer focus. Don’t forget post-purchase. It may just improve profits!
  8. Forget about B2B & B2C - Online sales models have changed the game forever.
  9. Read Dr. Philip Klaus' book, Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies The award-winning researcher can help you take abstract concepts like customer experience and convert them into tools you can use to improve performance and results.
  10. Only 2 out of 10 Customer Experience (CX) initiatives are profitable. So, there is much room for improvement. Marrying your customers’ needs with analytics can help.

Why not use the key conversation starters noted above to drive those important customer experience discussions at your organization? Leverage these ideas to help your organization provide an optimal and profitable customer experience.


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