THE QUICKBITE Customer Experience News CX Strategy

Customer Experience News 213: Big Aussie Brands Choose Customer Centricity, Don’t Be Dazzled by the Dashboards and Is CX Worth It?

Alex Allwood ALEX ALLWOOD, Customer Empathy, Customer Experience, Customer Experience News, Customer Journey Mapping, CX Management, EMPATHY, QUICKBITE

Big Aussie Brands Choose Customer Centricity (1+ min)
We couldn’t resist sharing this as our lead story this week. A new report shows that Qantas, Telstra and Westpac led with customer centricity in response to the C-19 Crisis. “Qantas made do with a smaller but more empathetic service team; Telstra bet on better employee experience to enhance service; and Westpac welcomed complaints as a way to improve its CX.” You’ll find a link to the full  report in the article.

Dazzled by the Dashboards (4-5min)
This article, written by conversation scientist Andrew Moorhouse for MyCustomer, takes a deep dive into call centre conversations and drivers of customer satisfaction. “Actually, what we have here, is a failure to correlate what is being measured with customer satisfaction, let alone the conversations that prevent repeat contact, (remember that 20% of all customers get back in touch within the hour). An eye opener for even the aficionados!

Is Customer Experience Worth the Investment? (4-5min)
CX stalwart Jeannie Walters discusses customer experience ROI. A great reminder of the value of CX and the perils of a lack of investment. Taking a whole-of-organisation perspective, Walters steps the reader through the process of what is required to deliver a program of change, In her view, “There is no part of the organization that is not impacted positively by a proactive, positive customer experience.”