Week of November 18, 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.

71% of Customers Find Customer Service More Stressful Than Their Original Problem

 71% of Customers Find Customer Service More Stressful Than Their Original Problem 

(Customer Experience Magazine) According to a Zingly.ai survey, 71% of consumers report that customer service interactions are as stressful or even more stressful than the issues they were trying to resolve. Younger generations feel pressure the most, with 38% of Millennials and 31% of Gen Z respondents stating that customer service adds to their stress.

Gary’s Take: Yup, I am going to use “FORO” — the Fear Of Reaching Out. I had a couple of such instances this week, one with the registry of motor vehicles and one regarding health insurance. This article points out something we have hit on repeatedly…the majority of people still want to talk to people when dealing with a problem. Still ease up on that AI throttle a bit will ya?

Collision Repair Shops Should Leverage AI to Improve Customer Experience Capture Jobs

Collision Repair Shops Should Leverage AI to Improve Customer Experience Capture Jobs

(Autobody News, Abby Andrews) Artificial intelligence (AI) is transforming the way many industries do business – including collision repair — and Ryan Taylor, founder and CEO of BodyShop Booster, knows how body shop operators can use it to gain an advantage.

 Gary’s Take: Because next on your AI Bingo Card was of course—Collision Repair! Not what you were expecting either, huh? Of note in this article is the stunning (or maybe not so stunning) statistics that on average only 57 of 100 customers who make contact with a shop after a crash get an estimate. That means the 43 “drop off”…why? The front line workers are essential here and while I don’t agree that putting AI in front of customers as a first touch is a good idea, it seems to be more effective in preventing drop off. That’s not saying much for the people who answer the calls! But, the article does go on to point out various efficiencies that can be obtained by the shop itself but implementing technology as a tool to make estimates faster, help with insurance logistics and reduce the administrative burden on the staff. Great, but the OMG statistic here is that a study found only 1.56% of customers who have had a car repaired have referred someone else to their provider! This is quite a lesson in the importance in providing experiences that are appropriate and as frictionless as possible, even in tough situations like collision repair.

How to Transform Sales Anxiety into Business Growth

(Inc.com, Robin Camarote) Sales isn’t just selling—it’s where true professional growth and satisfaction begin.

How to Transform Sales Anxiety into Business Growth

Gary’s Take: While this title is not quite accurate, it does a good job of outlining a problem. Unfortunately, the article does not go into depth about exact steps to take to actually transform sales anxiety into growth, it does do a good job of outlining and defining a really big problem—most people are NOT comfortable “selling”. And the first step is acknowledging and discussing the difficulty. It could use a bit more depth as an article, but it is worth pointing out as a discussion topic. Customer Success comes from reminding clients why they hired you in the first place. And continued customer loyalty and retention is about service and experiences for sure, but for many companies, especially SaaS companies with renewals coming do, a strong focus on consultative sales practices can enhance experiences and results for your team. Something to think about for sure!