Trends and developments are continuously sprouting up within Customer Experience (CX). In fact there are so many new trends that it can be hard to keep track. Previously we were just satisfied with having a customer-oriented approach, but nowadays we want to take this one step further…
With over 2 billion users, YouTube has a lot to offer. And I’m not just talking about all of the funny cat videos and skateboard crash compilations, but also the mountain of educational and inspirational videos available.
In this post, we will outline 5 great Youtube videos that will help guide you in bringing your CX to the next level. Ready to get inspired?
1. Never lose a customer again
This Youtube video featuring Joey Coleman. Joey is a much sought-after international speaker and expert in customer experience. By thinking and daring to think ‘outside the box’, he is able to develop unique customer experiences for small, medium and enterprise businesses. In this hour long video, Joey shares interesting practical cases in an inspiring way. For example, he believes that if you keep a customer for 100 days, you have a loyal customer for life.
So it is important to make the customer journey attractive and to pay attention to the complete customer cycle. What happens if someone has become a customer? Do you immediately focus on attracting new customers or do you also focus on existing customers, especially those within their 100 day period? These are the kinds of questions Joey gets you thinking about in his video!
Check it out here.
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2. Customer Experience at Reel
Looking for clear steps on how to take your CX to the next level? Listen in on this video with Adam Toporek. Adam is an author and regular keynote speaker who shares – via his podcasts – his knowledge and skills with an infectious enthusiasm. During this podcast / video, Adam talks to Worthix (self-adaptive survey software) about how you can respond to the customer’s emotions in order to make your customers more loyal. He also discusses the importance of a consistent customer experience and which KPIs are best to use.
Check out the video here.
3. Purple Goldfish
With more than 4000 case studies on Customer Experience, we can safely say that Stan Phelps is an expert in CX. Stan has published several CX books and regularly appears at major events as a speaker on CX. Stan focuses on how small changes can achieve great results in CX, and he’s got some great insights in this video.
Check out the video here.
4. The effortless customer experience
While many companies believe that excellent service determines whether customers are satisfied and loyal, Matthew Dixon and his colleagues beg to differ. Matthew is the author of the bestseller, ‘The Effortless Experience’ and has been researching how customer loyalty actually arises among over 100,000 customers worldwide for more than 10 years now.
According to Matthew, it’s all about meeting the customers’ expectations with regard to product or service, resolving daily difficulties and providing a smooth customer experience. His theory is that it’s not about big gestures, or the full focus on services, but rather meeting the basic needs and ensuring a customer can reach his/her goal quickly and easily.
Check out the video here.
5. 6 trends that will shape customer experience in 2020
In this video, Steven van Belleghem – global keynote speaker and Digital Customer Focus expert – focuses on six recent developments in CX. It covers themes such as technology, personal challenges, branding, the shift from customer journey to life journey and much more.
Check out the video here.
And that’s a wrap!
This was just a small selection of Youtube videos that touch on the topic of Customer Experience, but there are plenty more if you’re looking for more insights! Get inspired, stay-up-to-date and let these experts guide you.
Want to read more about CX trends? This article highlights the top Digital CX trends for 2020 so be sure to check it out!
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