Most customer experience leaders say they have active voice of the customer (VOC) programs in place. They track NPS, ask customers to complete post-interaction surveys, and employ speech analytics. But too often they are not really listening.
Customer loyalty programs are at their core tactical mechanisms for altering the behaviours of specific customers. The behaviours you most want, however, might be quite different, depending on your business model and competitive situation. If you can’t now identify your customers across channels or stores or business units, a loyalty program can help you do that.
The at-home environment has put digital, convenience and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets.
Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the economy now registered moot, experts are now weighing on what it means to deliver relevant customer experiences.
The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with customers, especially through digital channels. As a result, many companies have re-prioritized digital initiatives and are taking a hard look at their customer-related operations. In fact, Grandview Research predicts a 250% increase in CX spending by 2027.