Changes Customer Experience Teams Need to Make to Meet the Demands of the "Now" Customer

Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr, a company that is redefining the way brands deliver CX. They discuss what CX teams need to let go of in order to succeed in the new era of CX.

Top Takeaways:

The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX.

Some metrics may even lead to customer neglect. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company's resources.

In order to meet the demands of the always-on, demanding, "NOW" customers, Eng Tan recommends that CX teams make the following changes or risk getting left behind by their competitors:

·      “Let go” of old CX metrics - Let go of some of the old customer service metrics that is not doing anything for your business. When specific metrics, such as NPS or AHT, are used in isolation, they don't tell the full story.

·      “Let go” of the omnichannel arms race - Brands tend to stretch themselves too thin across multiple modalities and increase the effort level for customers. But, at the end of the day, customers will choose ease of resolution over channel choice. Train your customers on the best way to get support.

·      “Let go” of old ways of measuring internal influence. - We often hear this question in the customer service world: How many agents do you have? CX leaders should stop measuring their influence by their headcount and instead focus on insights provision, brand, loyalty and revenue impact, and operational resiliency.

In this episode, Eng Tan also talks about his new book Experience is Everything, customer neglect, and organizational changes that CX teams need to make to stay competitive in the market. Tune in!

Quote:

"Conversion rates, repeat purchase rates, and customer lifetime value are influenced by not only by the quality of products and services but by how well customer service executes."

About: 

Eng Tan is CEO of Simplr, a company that is redefining the way brands deliver CX. He is the author of Experience Is Everything: Winning Customers’ Hearts, Minds, and Wallets in the Era of NOW CX.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 

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