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Top Takeaways:

The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX. Some metrics may even lead to customer neglect. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources. In order to meet the demands of the always-on, demanding, “NOW” customers, Eng Tan recommends that CX teams make the following changes or risk getting left behind by their competitors: In this episode, Eng Tan also talks about his new book Experience is Everything, customer neglect, and organizational changes that CX teams need to make to stay competitive in the market. Tune in!


“When specific metrics, such as NPS or AHT, are used in isolation, they don’t tell the full story.” “Conversion rates, repeat purchase rates, and customer lifetime value are influenced not only by the quality of products and services but by how well customer service executes.” “Customers will choose ease of resolution over channel choice. Train your customers on the best way to get support.” “The always-on, demanding, “NOW” customers are not going away. CX teams need to start making their operating model changes today or risk getting left behind by the market.” “Customer neglect is a bigger problem than what most leaders realize.”


Eng Tan is CEO of Simplr, a company that is redefining the way brands deliver CX. He is the author of Experience Is Everything: Winning Customers’ Hearts, Minds, and Wallets in the Era of NOW CX. 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. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  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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