Marra CX Hub Top 3 CX Articles for the Week of August 19, 2024
Week of August 19, 2024
Stay ahead in the ever-changing Customer Experience (CX) landscape with Marra CX Hub! In a world where fresh CX insights emerge daily, it’s crucial not to get left behind. Every week, we bring you the Top 3 CX Articles, handpicked to help you stay on top of the latest trends, insights, and innovations. Dive into the hottest CX game-changers and keep your brand blazing with Marra CX Hub!
Customers Not Able to Resolve Their Simple Self Service Issues
(Customer Experience Magazine) Only 14% of customer service and support issues are fully resolved in self-service. Even “very simple” issues are only resolved 36% of the time in self-service. The new research comes from a Gartner survey.
https://cxm.co.uk/cxm-news/customers-not-able-to-resolve-their-simple-self-service-issues/
Gary’s Take: While most continue to push for self-service and AI driven solutions, the hard cold truth is that it isn’t working. These numbers are startling. If your self-service journeys are frustrating, you might want to take a look at this one!
I Was a Highly-Paid Executive In Customer Experience. Then I Started Working Minimum Wage Jobs, And Realized Everything I’d Gotten Wrong.
(Entrepreneur, Scott Gilbey and Frances Dodds ) It wasn’t until I started working frontline jobs that I realized the massive disconnect between how CEOs see customer service, and how customers experience it. That showed me how to fix the problem.
Gary’s Take: Interesting take on how changing your point of view gives you a new perspective. I have personally witnessed this effect: How management/leadership view their business is not often the reality on the ground. And worse, said leaders are not listening to their team on the ground. Big mistake. Read on for more.
How Will Real Time Tracking Affect Retail Delivery
(Retail Wire, Dennis Limmer) Best Buy has launched a new live tracking feature for large deliveries like TVs and appliances, using AI to provide real-time updates. Customers receive a four-hour delivery window on the day of their delivery with a link to track the driver’s location and estimated arrival time on a map.
https://retailwire.com/discussion/how-will-real-time-tracking-affect-retail-delivery/
Gary’s Take: I love this idea and recently saw some updates to a delivery. My favorite example is an Omaha Steaks order last summer that was stuck on a truck in 100F heat until about 7:30 p.m. The original delivery window was mid-day. Most items were half thawed on arrival and had to be discarded. (Omaha Steaks did replace the order.)
