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March 2017

Customer Experience – what can you expect in 2017 and beyond?

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Read why an increasing % of CEO’s are now putting Customer Experience at the top of their strategic priorities.

Every year new data demonstrates that CX is becoming more important than ever. Forrester reports that 72% of businesses say that improving the CX is their top priority. No one can afford to ignore CX anymore. So what can you do to ensure you stay competitive and relevant?

Here are 7 trends to consider in 2017:

  1. Customer service is getting better

The best brands are setting the bar higher and creating new levels of customer expectation. There is a new benchmark emerging and other brands will find it difficult to keep up with their customers’ newfound expectations.

  1. Value and experience are becoming more important than price

Unless you want to be recognised as a low-cost provider, the value proposition of good customer service can make price less relevant. That’s how smaller independent retailers are competing against big box stores. This concept is not limited to retail. It crosses into all types of businesses and industries.

  1. Personalisation creates a better CX

Technology has made it easier than ever to track customer preferences and history. Big data gives us trends and insights with uncanny accuracy. There is no reason to not create a more personal experience to cater for individual needs and anticipate future ones.

  1. There is more focus on customer success

It’s not new, but the concept of “customer success” is gaining momentum. Some brand experiences have naturally higher levels of frustration or need for customer support. The goal of our customer success programmes is to ensure that the customer has success without the frustration. For example, I recently bought a new software system, the brand provided me with coaching sessions to eliminate the frustration I would have experienced as I learned the new software.

  1. Proactive customer service is gaining in popularity

Brands are getting better and spotting problems and fixing them before the customer notices and complains. We help our customers to measure and manage every stage of their customer journey so they can be proactive in mitigating or eliminating problems before they arise for most customers.

Talk to us about how CGA can support your CX challenges for 2017

C: +44 (0)1483 209 586
E: info@cgaexperience.com