Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

A great Customer Experience is key to business success

Customers are even more demanding now

In fact, among tech decision makers, 75% say COVID-19 sped up technology adoption at their companies. At the same time, half of customers say that experience is more important to them now compared to a year ago and 63% of companies say their organization prioritizes CX more than a year ago.

Further highlighting the acceleration of technology, a Gartner survey conducted in 2020 found that 91% of organizations said that CX was one of, or the primary goal of, their digital business transformation efforts.

"Against the 2020 backdrop of dizzying change, companies adapted in ways they never thought possible. With the customer experience more important than ever before, having the right strategies to meet customers where they are can make or break a business' success," said Shawna Wolverton, Executive Vice President, Product, Zendesk. "The fundamentals of business remain the same, but the need for relationship-driven, conversational customer service accelerated at an unprecedented rate."

From navigating changing behaviors to adopting new channels to reimagining the workforce, the Zendesk CX Trends Report 2021 gives companies a roadmap to navigate this new CX landscape so they can champion good customer service at every turn. Top findings include:

1. Stay ahead of the digital curve
   Companies are adopting technology at light speed, and it's adapt or get left behind. Of the 75% of companies that say the pandemic sped up technology adoption, 50% say it has accelerated by 1-3 years, while 25% say it's accelerated by 4-7 years. As organizations invest in the customer, they are prioritising seamless omnichannel service, better IT security, agile technology, collaboration tools and the digital workplace.
2. Be part of a more conversational world
   As customers adopt new behaviors, the soaring popularity of messaging apps opens the door for more streamlined, conversational experiences. Sixty-four percent of customers have tried a new way to get in touch with customer service in the last year. For many, that includes using messaging for support requests over apps like WhatsApp and Facebook Messenger, which spiked significantly during the pandemic with social messaging up 110% year over year.
3. Realize the power of employee experience
   In an increasingly distributed world, companies must rethink how they work smarter across teams. Many employees still don't feel like they have the right tools to succeed in this new and often distributed environment, whether it's keeping track of their performance indicators, staying connected with their colleagues, or feeling supported by their companies. Forty percent of managers say they don't have the right analytics tools to measure success for remote teams, and 46% of agents don't have the right tools to work successfully from home.
4. Set teams up for success by emphasizing agility
   Facing continued volatility, service and support organizations must find ways to keep up with their customers. Customer experience leaders cited the ability to quickly adapt to the evolving needs of customers as their biggest challenge in 2020 and the highest priority going forward.
5. Make it easier for customers with a focus on CX
   Unprecedented in speed and scale, the recent surge in online channels puts pressure on companies to meet rising expectations as customer experience takes center stage. The vast majority (75%) of customers say they base their purchasing decisions on whether or not a company offers a good customer experience, while 80% will still take their business elsewhere following bad experiences - a figure that remains consistent year over year.

The full report has been made available to read online, at https://www.zendesk.com/customer-experience-trends/

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)