{"id":5170,"date":"2018-09-13T13:31:57","date_gmt":"2018-09-13T13:31:57","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=5170"},"modified":"2018-09-13T13:31:57","modified_gmt":"2018-09-13T13:31:57","slug":"customer-experience-model","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/customer-experience-model\/","title":{"rendered":"Deep Dive: No \u2018Zero-Touch\u2019 Customer Experience Model? You\u2019re Losing Fast"},"content":{"rendered":"Your customers are losing patience.\n\nIn the era of Amazon Prime, instant Netflix streaming, and virtual assistants, your customers have gotten used to a new standard for speed and convenience. They have little tolerance for inefficiency. They want an effortless customer experience.\n\nAnything less feels prehistoric. Anything less will damage the way they perceive your brand.\n\nBy the time your customers start to think unfavorably of you, they already have one foot out the door.\n\nIf you want to not only retain your customers, but keep them happy and engaged, you must be able to read their minds. You need a zero-touch <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience\/\">customer experience<\/a> model \u2014 a framework for monitoring the <a href=\"https:\/\/www.walkme.com\/blog\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a> and preempting issues with proactive support.\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/pages\/cx-corporate-1-achieve-the-best-customer-experience\/?eco=cx&amp;adin=customer-experience-model-ll01&amp;land=cx-corporate-1-achieve-the-best-customer-experience&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\"><strong><em>Boost customer loyalty and increase engagement with the ultimate customer experience.<\/em><\/strong><\/a><\/h3>\n<h2>Going digital is not going far enough<\/h2>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-5180 size-full aligncenter\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_432246361-1.jpg\" alt=\"customer retention \" width=\"1000\" height=\"667\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_432246361-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_432246361-1.jpg?resize=300,200 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_432246361-1.jpg?resize=600,400 600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\nCompanies that have robust digital <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience strategies<\/a> are the most competitive.\n\nThey use powerful technology to bring their customers greater value, unleash new efficiencies in customer service, and disrupt the status quo.\n\nBut simply integrating more digital tools into your customer experience model is not the answer. Without the right strategy, you risk creating more friction, spurring more frustration, and lowering retention.\n\nThe number of satisfied customers drops by 30% if it takes more than one day to complete an interaction, according to a consumer survey report from <a href=\"https:\/\/www.ericsson.com\/en\/trends-and-insights\/consumerlab\/consumer-insights\/reports\/the-zero-touch-customer-experience\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Ericsson<\/a>.\n\nMoreover, more than 40% of consumers say inefficiency is frustrating enough to drive them away from a business, <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">PwC<\/a> found.\n<h3>Are you hurting your CX?<\/h3>\nAn approach that makes your customers work harder to get in touch with you, navigate your site, or resolve issues is the opposite of a zero-touch customer experience model.\n\nThese <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience-mistakes\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience no-nos<\/a> are the trademark of a high-touch customer strategy:\n<ul>\n \t<li>Time-consuming contact-us and question forms<\/li>\n \t<li>Impersonal do-not-reply emails<\/li>\n \t<li>Bad automated phone support<\/li>\n<\/ul>\n<a href=\"https:\/\/paperform.co\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Online forms<\/a>, automated emails, and call center bots all have the potential to streamline communication and boost efficiency. But without proper execution, they just require your customers to spend more time and energy to get something done, when they really want to spend less.\n<h2>Deliver an effortless customer experience<\/h2>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-5174 size-full\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_714872176-1.jpg\" alt=\"customer experience strategy \" width=\"1000\" height=\"667\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_714872176-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_714872176-1.jpg?resize=300,200 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/shutterstock_714872176-1.jpg?resize=600,400 600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\nThe first step to creating an effortless CX is making your customer experience model reflect what actually matters to your customers.\n\nWhat do your customers want?\n\n<strong>Eighty percent of American shoppers say speed, convenience, and knowledgeable support are the most important elements of CX, according to PwC.<\/strong>\n\nNearly half \u2014 43% \u2014 said they would pay more for greater convenience, while 42% would pay more for a friendlier, more welcoming experience.\n\nWith a zero-touch customer experience model, you can deliver all of these essential elements of positive CX.\n<h2>How to create your zero-touch strategy: 4 tips<\/h2>\nA zero-touch approach to CX produces higher customer satisfaction, <a href=\"https:\/\/www.walkme.com\/blog\/4-tips-customer-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">engagement<\/a>, and loyalty because it shows your customers that you value you their time.\n\nThe strategy relies on advanced digital tools that deliver proactive support to help customers complete tasks and solve issues as quickly as possible.\n\nHere are four tips for creating a solid zero-touch strategy.\n<h3>1. Embrace big data analytics and AI for greater personalization<\/h3>\n<img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-5176 aligncenter\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/Untitled-design-1.png?w=300&#038;h=200&#038;crop=1\" alt=\"customer experience automation\" width=\"300\" height=\"200\" \/>\n\nYour customers desire personalization. It makes them feel valued. When they feel appreciated, they are more likely to endorse your brand, make more purchases, and take other actions, like subscribing to a newsletter.\n\nPersonalization is also fundamental to a zero-touch customer experience model.\n\nIt allows your customers to enjoy on-point recommendations and real-time support without exerting much effort.\n\nYou probably already have huge stores of <a href=\"https:\/\/www.walkme.com\/blog\/best-digital-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer data<\/a>. By analyzing user history and past purchases, demographic information, location, profession, and contextual data, you can gain the insights necessary to provide a tailored experience.\n\nBased on these insights, <a href=\"https:\/\/www.walkme.com\/blog\/automation-technology-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">AI tools<\/a> can provide real-time, personalized recommendations. For example, AI can deploy highly specific, relevant prompts while users are on your site. It can segment your newsletter subscribers based on predefined criteria so you can target different customers with specific information, campaigns, and promotions.\n<h3>2. Take advantage of automation to improve the user journey<\/h3>\n<img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-5178 aligncenter\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/Untitled-design-1-1.jpg?w=300&#038;h=200&#038;crop=1\" alt=\"customer journey \" width=\"300\" height=\"200\" \/>\n\n<a href=\"https:\/\/www.walkme.com\/blog\/automation-technology-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">Automation is a key element<\/a> of a zero-touch customer experience model. The most effective way to provide an effortless CX is to automate many of the processes your customers normally need to complete manually.\n\nFor example, instead of making visitors to your site spend time searching for something, a chatbot could ask them what they\u2019re trying to find, then direct them to the right page.\n\nIt can also auto-fill check-out forms to expedite the purchasing process.\n\nAutomation enables \u201cintention detection,\u201d in which historical and contextual user data is analyzed to anticipate their goals, identify friction, and automatically resolve issues without any customer interaction.\n<h3>3. Monitor digital tools and correct inefficiencies<\/h3>\n<img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-5177 aligncenter\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/Untitled-design-3.jpg?w=300&#038;h=200&#038;crop=1\" alt=\"digital tools \" width=\"300\" height=\"200\" \/>\n\nAutomation and AI can be a boon to your customer experience, but only if they are implemented in the right way.\n\nIf they aren\u2019t, they will make your customer experience burdensome and inefficient instead of the other way around.\n\nFor example, automation can improve the effectiveness of your call center staff by handling simple queries and letting human workers take care of complex issues. But if a customer needs to repeat themselves ten times because the robot on the line isn\u2019t processing what they\u2019re saying, this is not zero-touch. This is a frustrating, time-consuming experience.\n\nYou can avoid this by monitoring the effectiveness of your digital tools, and course-correcting when necessary.\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/pages\/cx-corporate-5-provide-ultimate-experience\/?eco=cx&amp;adin=customer-experience-model-ll02&amp;land=pages\/cx-corporate-5-provide-ultimate-experience&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\"><strong><em>Safeguard your customer experience with the ultimate CX tool.<\/em><\/strong><\/a><\/h3>\n<h3>4. Don\u2019t overlook the human element<\/h3>\n<img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-5179 aligncenter\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/09\/Untitled-design-2-1.jpg?w=300&#038;h=200&#038;crop=1\" alt=\"human experience \" width=\"300\" height=\"200\" \/>\n\nWhen creating your zero-touch customer experience model, identify areas in the customer journey where the human element must remain.\n\nDespite advanced technological capabilities, 71% of American consumers would rather interact with a human than a machine, according to PwC. Another 64% feel companies have lost touch with the human component of CX.\n\nA successful zero-touch strategy includes AI\u2019s ability to analyze information, make decisions based on data, and learn. It uses automation to streamline processes and complete tedious processes for customers. Importantly, it also includes empathy, emotional intelligence, and personal connections \u2014 attributes that can only be delivered from your human employees.\n<h2>Win the CX race with a zero-touch customer experience model<\/h2>\nCustomer experience is one of the most important ways to differentiate your brand from competitors. In the digital age, crafting a unique, compelling, and efficient experience is a challenge.\n\nBut with a zero-touch customer experience model, you can fulfill customers\u2019 demands for an effortless encounter with your brand, boost engagement, and increase loyalty.","protected":false},"excerpt":{"rendered":"Your customers are losing patience. In the era of Amazon Prime, instant Netflix streaming, and virtual assistants, your customers have<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":5172,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[307,181,308,189],"class_list":["post-5170","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience-model","tag-customer-service","tag-digital-customer-experience","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>No \u2018Zero-Touch\u2019 Customer Experience Model? 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