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)

US government shows how not to treat your customers

Uncle Sam offers his citizens a bad experience

Based on a survey of more than 110,000 US online adult consumers, Forrester's CX Index measures and ranks nearly 300 US brands across 19 industries to identify how well a brand's customer experience strengthens the loyalty of its customers. Of the 287 US brands ranked in 2018, 15 federal agencies and programs were analyzed to determine how they stack up against the private sector and how well they perform on key drivers of CX.

Findings include that:

• Federal CX has not improved year-over-year
  The average 2018 CX Index score for government is 59/100, which is unchanged from 2017 - and worse than almost every private sector industry ranked. Only two agencies rose in the rankings; but 80% continue to live in the poor or very poor CX categories.
• Despite government focus on digital, efforts are falling short
  Adding to its low ranking, digital government channels perform poorly compared to physical channels like brick-and-mortar locations or call centers. For example, federal customers using digital-only channels rated their experiences an average five points lower than those only using physical channels.
• Bad CX leads to mission failure
  CX quality - or lack thereof - causes customer behaviors to shift away from the missions federal agencies aim to accomplish. Poor experiences have led to customers being unwilling to comply with federal directives, apply for optional services, and even speak well of, trust or forgive agencies for their mistakes.

"Customer experience is directly linked to mission performance, but government is failing on the most critical elements that provide strong experiences," Forrester Chief Research and Product Officer Cliff Condon said. "For example, only 46% of federal agencies' customers feel respected, and 55% find processes of obtaining benefits, services or information are too difficult. To improve the experiences it provides, government must first understand which key drivers matter most to high quality customer experience, and then focus on fixing those elements first to contribute to the overall mission of serving customers."

The CX Index can be found online at http://forr.com/cxindex

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)