An Evolutionary Moment for CX Featuring Steve Peltzman
Building a Reactive and Predictive Customer Experience Shep Hyken interviews Steve Peltzman head of FeedbackNow, Forrester’s AI-powered physical & digital solution. They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: · Wherever customers go, something is different. COVID has caused customers to feel anxiety and a lack of control. Good companies recognize this and have stepped up and are doing something different. · Throughout the pandemic, new expectations have been created. Companies have made things easier for their customers, who expect this same level of service to continue, even after the pandemic. According to Forrester’s 2022 predictions, consumers will lean on brands that offer a sense of relief and immediate comfort. In 2022, consumers will turn to uplifting, pleasing products and experiences that offer a reprieve from the ongoing uncertainty. · Every advancement creates new complexity and awkwardness that every company has to adjust to. For example, in healthcare, practitioners need to master "Zoom-side manner" aside from the traditional bedside manner. · Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. · Use feedback and data to understand the breaking point where a customer becomes upset when the issue is not properly addressed. For example, if, on average, your customers are willing to stand in line for 5 minutes but they start to get upset at the 10-minute mark, open up a new line at 9 minutes. Quote: "COVID has brought consumers' CX expectations up to unprecedented levels. Even as we recover, those expectations will largely remain. They want and seek control and comfort." About: Steve Peltzman is Forrester’s first Chief Business Technology Officer. He now leads FeedbackNow, Forrester’s AI-powered physical & digital solution to measure, analyze, predict, and act on customer feedback in real-time. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices