Week of November 11, 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.

Case Study: Customer Support Impact on Customer Success

(The Customer Success Association) “We’re too reactive!” was the complaint the new VP Customer Success heard over and over again from Sr. Mgmt. The Customer Success team had been tasked to retain customers and grow the installed base to capitalize on new multi-product solutions the company was now bringing to market.

Case Study: Customer Support Impact on Customer Success

Gary’s Take: Effectively targeting a root cause of a problem and taking action to correct it produces results. I have lived the dilemma described in this article. When support or service declines in certain areas, clients come to their Customer Success Manager/Client Relationship Manager (in whatever form that might take) for triage. When things are going poorly, that can put a strain on the CSMs and direct their focus to reacting to unexpected daily issues or as I used to call them, “Disasters du Jour”.  Effective leadership finds the root cause of the issues at hand and addresses them, which is the topic of this article. Ineffective leadership does not do this, leading to frustrated customers and employees impacting both CX and EX effectiveness.

The Sound of Silence: How Companies Lose Trust by Ignoring Customer Feedback

(Forbes, Shep Hyken) For all those companies that don’t acknowledge customers when they share feedback—good or bad—this article is for you.

The Sound of Silence: How Companies Lose Trust by Ignoring Customer Feedback

Gary’s Take: Renown CX Expert Shep Hyken takes us through a recent experience he had giving his feedback to a business he has been loyal to for some time. The result? “Hello darkness my old friend…” he got the “sound of silence”. Or as I call it, the Phil Collins “No Reply at All”. Shep’s research shows 72% of Customers never hear back after filling out a survey and not surprisingly, 71% of customers believe their feedback will not be acted upon. Not exactly a ringing endorsement of surveys.

Will AI-Powered Search Engines Ultimately End Traditional Search?

(CMS Wire, Frank Palermo) Search has had a good run. It’s been the ultimate cash cow for decades. But will AI kill traditional search as we know it?

Will AI-Powered Search Engines Ultimately End Traditional Search?

Gary’s Take: While it’s got a long way to go to break through Google’s 85% market share, it’s certainly got promise. In fact, search has been the function of AI I have used the most by far. I now “perplexity” things rather than “google them”. It provides a decent summary but also lists the referenceable articles as well which are easily clickable. This article provide a neat breakdown of the history of “search” while keeping an eye on the future.