How to increase your CX maturity with 4 expert tips
Posted: Thu Dec 05, 2024 7:26 am
Offering a quality product at a good price is still important to attract customers and increase the amount of their purchase receipts. However, this feature is no longer the most important for those consumers looking for a memorable service.
Having excellent customer service, following the lessons of the so-called CX Experts , can become an important competitive advantage.
This is the conclusion of more than 3,000 decision-makers around the world, including 483 from Latin America, interviewed in the report Experts in CX: How CX leaders who improve their venezuela email address performance are driving business success , which Zendesk developed together with Enterprise Strategy Group (ESG).
The study demonstrates the importance of understanding Customer Experience as a driver of growth in the face of the new market reality:
89% of respondents indicated that not developing their customer service areas is a business risk;
70% of companies in Latin America have given top priority to CX investments in the last 12 months.
Thus, both the data and the classification of the profiles (Beginner, Emerging, Rising and Expert) confirm the intrinsic relationship between the level of maturity of customer service and business results.
The concept of CX maturity in a company refers to its ability to provide quality customer service and support. The better the experience of its customers, the higher its level of maturity.
Stay tuned to learn how to increase your CX maturity based on expert advice and how to take a test to find out where you rank.
The greater the maturity in CX, the greater the guarantee of success
The four key points of the report demonstrated:
Experts Achieve Excellent Customer Service
In 87% of cases, the CX strategy was to move away from transactional interactions and approach customers in a more conversational way.
They did so through a greater number of communication channels or using those that were most familiar to them, such as social messaging , networks and chat.
The strategy was implemented by 50% of the Experts. 7 out of 10 say that it will be the future of communication with consumers.
Happier employees mean happier customers. That's why Experts strive to keep their employees happy, for example by being flexible.
With remote work expected to continue and increase by up to 26% , Experts will maintain the tools and technology to manage productivity and performance remotely.
Those at the highest level of CX development increased their teams' productivity by up to 72% , with a 360-degree view of the customer based on data management and analysis.
This knowledge shared with all areas of the company allows employees to be more effective in solving customer needs, as well as truly interacting omnichannelly with consumers . This is the type of strategy that will help you increase your CX maturity.
Do you lead a remote team? You may be interested in: 7 strategies to manage your customer service team remotely .
Experts have understood the power of CX
Investment is essential to increase CX maturity. In fact, 7 out of 10 Latin American companies increased their investments to improve customer service.
Those who achieved the highest level of CX are 2.4 times more likely to prioritize and accelerate projects that have the customer at the center of their strategy .
Knowing and generating indicators and actions based on consumer opinions is an example of a customer-centric process .
Experts are 3.6 times faster at completing these processes , and are 8.4 times more likely to review customer metrics and their agents' performance indicators. They see it as a competitive advantage, not an added cost.
In this way, CX specialists have 10 times greater visibility into their market and 3.1 times more likely to adapt quickly to eventualities, crises or changes.
According to Zendesk’s CX Trends 2023 report , 62% of consumers believe that companies could do more to personalize their experiences. Find out how to increase your CX maturity with the latest trends and industry news. Download for free!
Customer Experience Trends Report 2023
Download here
Experts base their decisions on data
Customer experience specialists know which metrics to use to determine whether their business strategies are successful. And they use the measurements to develop fast, effective, and conversational customer support experiences.
CX-mature businesses outperform their peers by 12.8x in terms of customer satisfaction ( CSAT ).
As a result of this customer prioritization, Experts are 3x more likely to show increases in their customer base and 6.1x more likely to report increases in average purchase ticket size.
Learn 7 key indicators of customer experience and how to apply them with concepts and formulas. NPS, CSAT, CES and more!
3 areas of constant improvement according to CX experts
The advice from the experts doesn't end here. There are three more tips you can apply to increase your CX maturity.
Constantly improve the customer experience
Through more conversational relationships, integrated communication channels, and shorter response times.
Prioritize your teams
Providing visible customer data to agent teams enables flexible and efficient work arrangements where they can engage with customers and teams internally.
Maintain 360 visibility
Measure the results of your operations using key metrics to understand customer satisfaction and employee productivity.
Where to start to know your level of CX maturity
The first step is to take this CX maturity test . Based on the results, you will be able to know what level your organization is at and identify areas of opportunity for your customer service.
If your scores aren't what you expected, there's a lot you can do to improve your customers' experience and achieve the highest level of customer experience.
Having excellent customer service, following the lessons of the so-called CX Experts , can become an important competitive advantage.
This is the conclusion of more than 3,000 decision-makers around the world, including 483 from Latin America, interviewed in the report Experts in CX: How CX leaders who improve their venezuela email address performance are driving business success , which Zendesk developed together with Enterprise Strategy Group (ESG).
The study demonstrates the importance of understanding Customer Experience as a driver of growth in the face of the new market reality:
89% of respondents indicated that not developing their customer service areas is a business risk;
70% of companies in Latin America have given top priority to CX investments in the last 12 months.
Thus, both the data and the classification of the profiles (Beginner, Emerging, Rising and Expert) confirm the intrinsic relationship between the level of maturity of customer service and business results.
The concept of CX maturity in a company refers to its ability to provide quality customer service and support. The better the experience of its customers, the higher its level of maturity.
Stay tuned to learn how to increase your CX maturity based on expert advice and how to take a test to find out where you rank.
The greater the maturity in CX, the greater the guarantee of success
The four key points of the report demonstrated:
Experts Achieve Excellent Customer Service
In 87% of cases, the CX strategy was to move away from transactional interactions and approach customers in a more conversational way.
They did so through a greater number of communication channels or using those that were most familiar to them, such as social messaging , networks and chat.
The strategy was implemented by 50% of the Experts. 7 out of 10 say that it will be the future of communication with consumers.
Happier employees mean happier customers. That's why Experts strive to keep their employees happy, for example by being flexible.
With remote work expected to continue and increase by up to 26% , Experts will maintain the tools and technology to manage productivity and performance remotely.
Those at the highest level of CX development increased their teams' productivity by up to 72% , with a 360-degree view of the customer based on data management and analysis.
This knowledge shared with all areas of the company allows employees to be more effective in solving customer needs, as well as truly interacting omnichannelly with consumers . This is the type of strategy that will help you increase your CX maturity.
Do you lead a remote team? You may be interested in: 7 strategies to manage your customer service team remotely .
Experts have understood the power of CX
Investment is essential to increase CX maturity. In fact, 7 out of 10 Latin American companies increased their investments to improve customer service.
Those who achieved the highest level of CX are 2.4 times more likely to prioritize and accelerate projects that have the customer at the center of their strategy .
Knowing and generating indicators and actions based on consumer opinions is an example of a customer-centric process .
Experts are 3.6 times faster at completing these processes , and are 8.4 times more likely to review customer metrics and their agents' performance indicators. They see it as a competitive advantage, not an added cost.
In this way, CX specialists have 10 times greater visibility into their market and 3.1 times more likely to adapt quickly to eventualities, crises or changes.
According to Zendesk’s CX Trends 2023 report , 62% of consumers believe that companies could do more to personalize their experiences. Find out how to increase your CX maturity with the latest trends and industry news. Download for free!
Customer Experience Trends Report 2023
Download here
Experts base their decisions on data
Customer experience specialists know which metrics to use to determine whether their business strategies are successful. And they use the measurements to develop fast, effective, and conversational customer support experiences.
CX-mature businesses outperform their peers by 12.8x in terms of customer satisfaction ( CSAT ).
As a result of this customer prioritization, Experts are 3x more likely to show increases in their customer base and 6.1x more likely to report increases in average purchase ticket size.
Learn 7 key indicators of customer experience and how to apply them with concepts and formulas. NPS, CSAT, CES and more!
3 areas of constant improvement according to CX experts
The advice from the experts doesn't end here. There are three more tips you can apply to increase your CX maturity.
Constantly improve the customer experience
Through more conversational relationships, integrated communication channels, and shorter response times.
Prioritize your teams
Providing visible customer data to agent teams enables flexible and efficient work arrangements where they can engage with customers and teams internally.
Maintain 360 visibility
Measure the results of your operations using key metrics to understand customer satisfaction and employee productivity.
Where to start to know your level of CX maturity
The first step is to take this CX maturity test . Based on the results, you will be able to know what level your organization is at and identify areas of opportunity for your customer service.
If your scores aren't what you expected, there's a lot you can do to improve your customers' experience and achieve the highest level of customer experience.