Marra CX Hub Top 3 CX Articles for the Week of September 9, 2024
Week of September 9, 2024
Elevate Your Customer Experience Strategy with Marra CX Hub’s Weekly Insights
We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered.
Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
Maximizing Outcomes with Integrated Customer Success and Experience Metrics
(Customerthink, Ricardo Saltz Gulko) In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.
Gary’s Take: Ricardo does a great job of outlining key metrics for both Customer Success and Customer Experience. This is a good reference tool for anyone looking to learn more about either. He then suggests looking at them together to create a holistic viewpoint of the customer relationship. Good stuff!
One Bad AI Experience Could Drive Customers Away
(MarTechCube) As companies increasingly turn to AI-powered customer service to reduce costs and increase efficiency, they risk alienating a large portion of their customer base if the customer experience is compromised, according to a new survey from Acquire BPO, a global leader in customer experience and business process outsourcing.
When asked how likely they’d consider a different brand after a frustrating experience with an AI chatbot, 70% of consumers said they’d take their business elsewhere after just one bad experience. Companies only have one shot at getting it right, underlining the importance of mapping out a strong AI deployment strategy.
https://www.martechcube.com/one-bad-ai-experience-could-drive-customers-away/
Gary’s Take: From my experience, you can’t underestimate the impact that even 1 bad experience can have. But, alas, there are a lot of leaders out there who do. This article takes a closer look at just how impactful it can be.
Why You Need a Subscription Mindset for B2B Content
(CustomerThink, Ardath Albee) Is anyone else tired of being compared to a goldfish? Scrolling moves faster. Attention is shrinking. We must get our point across faster. Speed of consumption is an imperative…in less than 8 seconds.
https://customerthink.com/why-you-need-a-subscription-mindset-for-b2b-content/
Gary’s Take: Quick! Here’s one to catch your attention! But can it keep it? While most argue that we are collectively moving towards “Short Attention Span Theatre”, Ardath provides the evidence that humans still have decent attention spans and that should be considered in your content.
BONUS:
Tip a Robot? We Have Surely Reached a Tipping Point
(Inc.com, Melissa Angell)
https://www.inc.com/melissa-angell/tip-a-robot-we-have-surely-reached-tipping-point.html
Gary’s Take: Here’s a tip. We have reached a tipping point on tipping. Unless tipping a robot is where you want to spend your money. This one is behind a pay wall, but good stuff if you can get access to it.
