Marra CX Hub Top 3 CX Articles for the Week of September 16, 2024
Week of September 16, 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.
How Customer Service in Financial Services Drives Loyalty
(CMS Wire, Sean Albertson) In a fiercely competitive financial landscape, financial services institutions (FSIs) are increasingly recognizing that customer experience (CX) is their most critical differentiator. As Deloitte reports, both product innovation and impactful customer experiences are key drivers of growth within the sector.
Gary’s Take: n a topic near and dear to my heart, Sean tackles the challenges of driving customer success and loyalty in large Financial Services institutions. He takes us through a recent study that demonstrates how dramatically the level of service impacts a customer’s loyalty. Interesting note, while 2/3 of respondents recently used the mobile app for support, only 5% said they prefer it. Hmmm…. 🙂
Why Tech Savvy Restaurants Shouldn’t Forget the Importance of Human Touch
(Restaurant Technology News, Gregg Majewski) Restaurants are embracing a wave of new technologies—QR codes for ordering, online platforms for pickup and delivery, self-service kiosks and even robot servers. These technologies are transforming operations and customer interactions. Despite these advancements, 81 percent of guests believe that the essence of a great dining experience still lies in human interaction.
Gary’s Take: I love analyzing restaurants and customer experience! Maybe it was all those Episodes of Restaurant Impossible I watched over the years…While embracing and utilizing technology to enhance and support your business is good for any business, including restaurants, Gregg astutely points out technology should enhance, not replace the human touch.
Are you ready for a robot server? How much do you tip? (See last’s weeks Top 3 for more lol!)
Best Simple CRM
(USA Today, Dennis O’Reilly, Sierra Campbell) “Simple CRM” may seem like a contradiction, given the inherent complexity of managing a company’s relations with its customers. But this type of product allows small businesses to benefit from the advanced work management tools used by their larger counterparts while integrating seamlessly with the productivity and communication tools your staff relies on every day.
https://www.usatoday.com/money/blueprint/business/crm/best-simple-crm/
Gary’s Take: I found this concise and well-organized summary of CRM tools very helpful. While I am usually featuring commentary and analysis in this space, I thought this would be quite a useful resource to reference. There are multiple tools available, and they all have some pros and cons, and bells and whistles. This summary can save you hours of research, check it out!
