“Go back 30 years, and product was the most important thing. Then it was the features and functionality the product provided. Now it’s the experience.”
That’s Brian Gillespie, Comcast’s VP of Forecasting and Financial Excellence, crystallizing the seismic shift that companies large and small are navigating today as they strive to hang on to their customers’ heart, minds and share-of-wallet … in other words, their loyalty.
Experience is indeed what drives loyalty in today’s market. And as we’ve discussed many times here on the blog, emotion is what drives experience. Empathy, effortlessness, understanding, compassion — these are the kinds of words (and feelings) that define great, loyalty-generating CX today.
Mattersight’s recent Call to Loyalty customer summit was a two-day deep dive into the emotion/experience/loyalty connection. At it, Gillespie and other execs from some of today’s top companies – including The Home Depot, UnitedHealth Group, CVS and TriWest Healthcare Alliance – sat down to discuss the challenges of delivering emotionally-satisfying call center experiences at scale, the tools they’re using to do it, and the remarkable results they’re seeing, including:
- A 111-second drop in AHT
- Ongoing 7-9% overall improvement
- Reduced operating costs and huge revenue upside
There’s great insight in here for anyone looking to uplevel their CX and loyalty metrics in 2017. Take a look!
