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CX Hype or Real?

Is it just me or do you experience more poor customer experience and service? From airlines, to restaurants, to business suppliers, to financial services the experience appears to be lacking or declining.


A recent customer experience study highlights the urgent need for companies to prioritize customer-centricity. According to CCW Digital, the survey revealed concerning trends:




- Only 4% of consumers felt that their experiences improved in the past year, while 57% believed they worsened.


- Companies struggle to provide highly personalized experiences, with pain points including personalization, speed, convenience, empathy, and channel accommodation.


- Extended wait or hold times continue to frustrate consumers, with 66% reporting such delays.


- Despite efforts to improve agent excellence, only 11% of consumers feel that agents effectively detect and respond to customer challenges.


- Companies are becoming more restrictive, as 58% of consumers faced difficulties obtaining refunds or make-good offers, despite claims from over 60% of agents.

So my thoughts on some key strategies and actions that companies can take to improve the customer experience pains highlighted above: 1. Enhance Personalization: Invest in data-driven technologies and customer insights to deliver tailored experiences that meet individual needs and preferences. 2. Streamline Processes: Identify and eliminate bottlenecks to improve speed and convenience for customers, such as simplifying purchase processes or reducing response times. 3. Foster Empathy: Train customer-facing employees to actively listen, empathize, and address customer concerns with genuine care and understanding. 4. Improve Channel Integration: Create a seamless omni-channel experience, enabling customers to switch between channels without losing context or experiencing disjointed interactions. 5. Optimize Wait Times: Implement technologies like intelligent routing, self-service options, and efficient queuing systems to minimize customer wait or hold times. 6. Enhance Agent Training: Provide comprehensive training programs that empower agents to better identify and respond to customer challenges, leading to more effective problem resolution. 7. Empower Customer Self-Service: Develop robust self-service options, such as knowledge bases, FAQs, and chatbots, to enable customers to find quick solutions on their own. 8. Proactive Communication: Keep customers informed about order updates, service disruptions, or potential issues to manage expectations and reduce frustration. 9. Implement Feedback Mechanisms: Collect and analyze customer feedback regularly to identify pain points, uncover areas for improvement, and make data-driven decisions. 10. Ensure Fair Policies: Review refund and make-good policies to ensure they are customer-friendly, transparent, and aligned with customer expectations, balancing business needs with customer satisfaction. By working through these strategies and actions, companies can refocus on customer-centricity and address the pain points identified in the study, ultimately improving the overall customer experience.


Let's continue to push forward and work towards better experience for our customers!


Matt Slonaker Founder & CEO of M. Allen (M) 972.740.4300 (E)mslonaker@mattallendevelopment.com (W) www.mattallendevelopment.com

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