Customer Experience in Crisis! How do you revive it?
Posted: Fri Mar 08, 2019 12:42 am
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
What this means is pretty straightforward – companies aren’t able to keep up. Or, let’s say they don’t have the necessary tools to keep up. Employees aren’t empowered with the right training and means to proactively engage with customers.
According to the report, over 30% businesses are subjected to witness a decline in their overall CX performance. The downside is that this effects growth and profitability. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience.
Based on CX performance, the Forrester CX index classifies brands as:
1. Languishers – Brands that reached the summit and stalled. Over 13% of brands in the US index fit into this category.
2. Lapsers – Brands that rose to the summit but then fel. According to this report, over 17% of brands in the US are Lapsers.
3. Locksteppers – Brands that aren’t able to differentiate themselves based on their CX programs. 43% of brands fall into this category.
4. Laggards – Brands that failed to impress and remained at a low CX index. Overall, about 27% of the brands in US have shown zero or very insignificant growth with respect to this CX index.
So, how can companies revive their CX programs? Here are a few strategies to align your organization’s working with rapidly changing customer expectations.
https://cloudcherry.com/blog/customer-e ... is-revive/
What this means is pretty straightforward – companies aren’t able to keep up. Or, let’s say they don’t have the necessary tools to keep up. Employees aren’t empowered with the right training and means to proactively engage with customers.
According to the report, over 30% businesses are subjected to witness a decline in their overall CX performance. The downside is that this effects growth and profitability. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience.
Based on CX performance, the Forrester CX index classifies brands as:
1. Languishers – Brands that reached the summit and stalled. Over 13% of brands in the US index fit into this category.
2. Lapsers – Brands that rose to the summit but then fel. According to this report, over 17% of brands in the US are Lapsers.
3. Locksteppers – Brands that aren’t able to differentiate themselves based on their CX programs. 43% of brands fall into this category.
4. Laggards – Brands that failed to impress and remained at a low CX index. Overall, about 27% of the brands in US have shown zero or very insignificant growth with respect to this CX index.
So, how can companies revive their CX programs? Here are a few strategies to align your organization’s working with rapidly changing customer expectations.
https://cloudcherry.com/blog/customer-e ... is-revive/