and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
The Customer Experience Revolution Featuring Claire Sporton
- It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to drive positive change within your organization.
- Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. It is crucial to be able to determine what is important and what is not.
- Customers want and expect a personalized experience. Microdata is specific to an individual person and can help you deliver the personalized experience that customers want.
- Consumers want to do business with organizations they trust. Trust is about setting expectations and delivering on those expectations. The first step in any customer relationship should be about building that trust.
- Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020. This is in spite of the fact that improving CX can lead to more success for businesses overall.
- Instead of thinking about ROI, instead think of ROX—return on experience. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to.
- Improving your NPS rating alone will not necessarily lead to an increase in sales. You must examine the operational side of your business and either eliminate or mitigate problems that get in the way of improvement.
- Technology can be a powerful tool in creating change, but it is not a solution by itself. There must always be a human element to assist, support, and create connection.
“Consumers want to do business with organizations that they trust. Trust is about setting expectations. Tell people what you’re going to do and then deliver exactly as expected. Build trust by meeting expectations day in and day out across all touch points.”
Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit, a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions.
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