The “Now” CX Movement

Top Takeaways:

  • “Let go” of old CX metrics — Let go of some of the old customer service metrics that are not doing anything for your business. When specific metrics, such as NPS or AHT, are used in isolation, they don’t tell the full story.
  • “Let go” of the omnichannel arms race — Brands tend to stretch themselves too thin across multiple modalities and increase the effort level for customers. But, at the end of the day, customers will choose ease of resolution over channel choice. Train your customers on the best way to get support.
  • “Let go” of old ways of measuring internal influence — We often hear this question in the customer service world: How many agents do you have? CX leaders should stop measuring their influence by their headcount and instead focus on insights provision, brand, loyalty and revenue impact, and operational resiliency.

Quotes:

About:

  1. What us a NOW customer?
  2. Are customer service metrics still relevant?
  3. What is customer neglect?
  4. Is an omnichannel approach good for customer experience?
  5. How should CX leaders measure their team’s impact?

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Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

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Shep Hyken

Shep Hyken

Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

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