Customer Experience is king, with countless statistics that accentuate its importance. For instance, 78% of customers say that the quality of service is crucial to earning both their loyalty and repeat business. Looking ahead to 2023, how can you enhance your CX strategy? As you consider roles dedicated to the CX cause, Customer Experience Managers can be a valuable asset to your team. What do they do exactly and how can they help grow your business?

The SMB (small and medium-sized business) market is growing – in 2021, the number of small businesses in the US hit 32.5 million, making up nearly all (99.9%) of businesses in the country. In this digital-first environment, the needs of SMB owners will – and have already started – to shift. That is, as this market flourishes, it is increasingly demanding more digital products and services as it migrates away from strictly brick-and-mortar organizations to digital businesses.

Customer service is becoming a critical driver of how a company is perceived, what drives consumer loyalty and determining where they open their wallets. Companies are equally praised for the exceptional support they provide, while others are relentlessly chastised for failing to deliver. Below, we want to show you how that perception has become reality with 42 customer service statistics you need to know for 2021.

Due to a last-minute cancellation, a traveler from Vancouver, BC was forced to book a flight that cost four times the amount of her original ticket ($960 CAD instead of the original $250 CAD). While she was booked on a replacement flight scheduled to depart days later, this interfered with her larger plans, an “adventure of a lifetime” to Australia. The once giddy and enthusiastic mood quickly darkened.

Back-to-school, Christmas, or simply refreshing one’s home decor for the changing season. Whatever the occasion, the holiday shopping season is fast-approaching, and for some, already underway. Yet, this season is a bit different from those of the past. For one, consumer habits have evolved since the pandemic- nearly 40% have switched brands or retailers during the pandemic, and more than 80% have new shopping behaviors, such as adopting “buy online and pickup in-store” services.

For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Why, you may ask?

For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Why, you may ask?

Staying abreast of all things CX is something we take seriously at Netomi, and the rise of the machine customer is a phenomenon that is shaping the future. This sounds futuristic, bringing to mind images of assembly lines and TV shows such as Westworld. To clarify, the customers themselves are not machines, rather, machine customers, such as virtual personal assistants or smart products, will perform customer service activities on behalf of their human customers for lower customer effort.