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blended learning
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"The focus of customer experience design will transition from customer delight to simplicity" - Do you agree?
Amrita shares 5 key insight:
1. Customer Strategy Is The Business Strategy
2. Effort And Responsiveness Emerge As Key Customer Metrics
3. Shift To Proactive And Pre-emptive Engagement
4. Contact Centre Is The Customer Retention Centre
5. Virtual And Augmented Realty Come Of Age
While companies have traditionally focused on NPS scores, I absolutely agree with Amrita that CES and CSAT are key additional drivers to long term success.
By removing pain points, making it easier for your customers to find you, engage, and purchase, delivering satisfaction across all channels/touchpoints, you earn their loyalty and make it easier to gain their advocacy.
What other customer experience trends are you anticipating for next year?
A good list of trends to watch for in 2016 #custserv #custexp #cctr
#CX advances into 2016