Customer Service Statistics to Guide You For 2016


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New research conducted over the last 18 months has reinforced why all organizations need to continue improving their customer experience and customer service skills.  There is also much clearer direction and focus for customer service training and other programs.  Here is a synopsis of what should be guiding your customer experience initiatives for 2016.  We’ve divided it into two parts – what organizations need to focus on, and why they should care in the first place.  Happy reading!

What Organizations Need To Focus On To Create Positive Customer Conversations

What This Means:  While improving our processes and our technology will be important, what customers will really be talking about is the customer service skills of our front-line teams.

What This Means:  Companies need to be proactive in giving their employees the empowerment, tools, skills and mandate to create consistently outstanding customer experiences.

What This Means:  Skills for dealing with difficult situations and difficult people are far more important than first realized.  The impact they have on brand perception is dramatic.

What This Means:  Training is critical.  Performance measurement needs to shift from “effect metrics” – e.g. NPS, CES and CSAT, to include more “cause metrics” – e.g. Mystery Shopping, Knowledge testing, Skills Drill Evaluations, etc.


Why Should A Company Care About Customer Experience


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