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Jump Start 2017 by using insights from these 9 Trends the Temkin group expects to see play an increasing important role in CX, customer experience, activities in 2017.

Uncertainty around the world is creating an increasing desire for people to find purpose and meaning in their lives. For these reasons the fine folks at Temkin group are calling 2017 "The Year of Purpose".

These first two trends are what can separate your business from those larger competitors - purpose and emotion.  Yes they are talking about elevating the purpose, the why of your organization's purpose, so there is a connection with the customer's desire to select your business over other competitors.   

CRM-Elevating with purpose and emotion.jpg


#3 Orienting Around Customer Journeys

Consider the last time you purchased a car.  There was probably lots of discussion on what you needed for the family or the business and you also added in personal preferences. They were twists and turns, highs and lows experienced.  The Temkin group believes as I do that companies will begin to align their insights, metrics, and design around customer journeys.  Has your business already developed buyer personas and built out the various buyer journeys specific for your business offerings?  Is the buyer process intertwined with your sales process?  Once the prospect becomes a customer how do they want to be treated?

Customer journey- part of the experience.jpg


Trend 4 is the continuing importance of mobility and how it is so intertwined in the customer experience. Your web site, the content sent in emails and the PDF digital documents you use for communications, must be easily accessible on a mobile device.  Having a Mobile CRM solution for your business improves the quality and timeliness of customer data, employee engagement, streamlines and even accelerates sales and service processes, along with increasing customer satisfaction. 

Mobile continuing customer experience trend.jpg


Trend 7:  Predicting Through Behaviors

Allow data to help you anticipate "conversations" perceptions and the actions to take. I noticed that the number one best job in America is Data Scientist with Data Engineer at #3 and Analytics Manager at #5.  Taking all the data collected in your Infor CRM or Creatio CRM system, your ERP system, Web site and related industry sources can lead to predicting through behaviors and leading to meaningful conversations that matter to your customer.   

Predicting through behaviors.jpg


Visit Bruce Temkin blog: http://experiencematters.wordpress.com/ 

To see more information on these trends, go to:    TopCXTrends.com 

The Importance of a Customer Relationship & Management System

Every interaction with a customer has with your organization is an opportunity to build loyalty- or a chance to lose it.

Points to consider and gaining business Success with CRM:

  • Acquiring new customers can cost 5 times more than satisfying and retaining current customers
  • A 2% increase in customer retention has the same effect on profits as cutting costs by 10%
  • The average company loses 10% of its customers each year
  • 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry
  • The customer profitability rate tends to increase over the life of a retained customer

Related Resources:

Emotion - the missing link in customer loyalty 

Customer service drives sales

The six laws for customer experience- where to begin and end

Articles about enhancing the Customer Experience

Business news: 4 Monumental Shifts in Customer Expectations, and the company Ready to Take Them On

Topics:   Business Innovation Customer Experience Improvement Customer loyalty Employee engagement

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