Week of October 28, 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.

Making Customers Happy Isn’t Just Part of a Transaction, It’s a Never Ending Responsibility

(Retail Customer Experience, Brian Higgins, CXO Verizon)

As business practices go, we can often get trapped in a “close the deal” sales mindset. The problem with that approach is that it doesn’t always equate to loyalty. Winning a customer is one thing, but keeping a customer often means offering a premium brand experience — and that requires a whole different culture.

Making Customers Happy Isn’t Just Part of a Transaction, It’s a Never Ending Responsibility

Gary’s Take: Are you a loyalty based company or transaction based? Brian provides a nice outline and tips take make your interactions with customers more personal, as well as how to implement AI to make your agents jobs easier so they can focus on what really matters…the customer. He wraps up with leadership’s role in the process, not relying on the “CX team” to wave a magic wand.

How Superstition Affects What Customers Buy and What to Do About It

(Beyond Philosophy, Colin Shaw) Most of us have superstitions that we equate to common sense despite all the evidence to the contrary.  For example, some airlines don’t have a row 13 because people don’t fancy sitting in it—including me if I’m honest. So, I thought we could discuss how these superstitions influence our decisions as customers today.

How Superstition Affects What Customers Buy and What to Do About It

Gary’s Take: Abraham Lincoln carried a lucky penny and supposedly would not sign documents on Fridays, and multiple presidents are reported to have a fear of the number 13.  Wade Boggs had his chicken, Joe DiMaggio always touched 2^nd Base on his way out to CF…What is your superstition? I always listen to The Fried Egg Podcast before a round of golf or I feel I won’t have a good round! But I have never pondered how this impacts businesses. Colin makes some great points about this and the “this is the way we always have done it!” phenomenom. Take a look!

Creating Great Customer Experiences Starts With Employees

(CMS Wire, Matthew McGuire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes.

Creating Great Customer Experiences Starts With Employees

Gary’s Take: Oh how I dreaded a day when our technology was down. Having clients who are large investors that need their data and can’t get at it does not make for a “seamless” day for sure! With a strong focus on technology within the company, Matthew outlines how boosting your employee experience improves customer outcomes.