Customer experience is an important part of any business. A good customer experience can lead to increased customer satisfaction, loyalty, and advocacy.
But customer experience isn't defined by a single interaction. It encompasses all aspects of a customer's journey with a company, from the first time they hear about the company to the last time they do business with them.
This is just one of the customer experience myths that prevent people from seeing the benefits of an exceptional customer experience. There are many customer experience myths holding businesses back. Here are a few of them:
Myth: Customer experience = customer service.
Customer experience is a much broader concept than customer service. It encompasses all aspects of a customer's interaction with a company, from the first time they hear about the company to the last time they do business with them. Customer service, a single touchpoint, is just one part of the customer experience.
Myth: Once a customer is satisfied with the experience, they are loyal customers forever.
Customers are fickle. They may be satisfied with one interaction with a company, but if they have a bad experience later on, they're likely to take their business elsewhere. More than half of consumers said they'd leave a brand after just one bad experience. It's important to keep customers happy every time they interact with your company.
Myth: We know what our customers want (or don't want).
It's important to listen to your customers and get their feedback on your products and services. This will help you understand what they need and want, and make sure you're providing the best possible customer experience.
Myth: Customers want to be amazed.
Customers don't expect to be amazed every time they interact with a company. They just want to be treated fairly, respectfully, and efficiently. If you can do that, you'll be well on your way to providing a great customer experience.
Myth: Conversational AI is a fully automated, self-sufficient technology.
Conversational AI systems are trained on large amounts of data, but they still make mistakes. They also need to be constantly updated with new information and data. At Mosaicx, our experts are constantly training, managing, and improving our conversational AI systems to create the best results for clients.
Myth: IVAs Will replace human Agents in Customer SErvice.
Intelligent Virtual Agents (IVAs) are not a replacement for human interaction. They can be used to automate tasks and provide quick answers to simple questions, but they cannot provide the same level of empathy and understanding as a human customer service agent. IVAs should be used to augment human customer service, not replace it.
myth: Privacy and data are at risk with IVAs.
IVAs do not inherently put privacy and data at risk. The privacy and security of data collected by IVAs depends on the company that developed the IVA and the way it is used. If the company collects and stores data responsibly, IVAs can be a safe and secure way to interact with customers.
Myth: Modern CX tools like NLP are infallible and never make mistakes.
Modern CX tools like natural language processing (NLP) are not infallible and can make mistakes. This is because they are powered by machine learning algorithms, which are trained on large datasets of text and code. As such, they are susceptible to the same errors as any other machine learning algorithm.
Myth: AI will take jobs away from people.
While AI is capable of automating some tasks, it is unlikely to take away jobs from people altogether. In fact, AI is more likely to create new jobs in the long run by freeing up humans to focus on more creative and strategic work.
Myth: AI, IVAs and NLP are new technologies.
AI, IVAs and NLP are not new technologies. AI has been around for decades. The forerunners of IVAs have been around for over 20 years. And NLP has been in research and development for over 50 years. The Mosaicx team has been innovating CX tech for over 30 years
Truth about Customer Experience Myths
Customer experience is an important part of any business. A good customer experience can lead to increased customer satisfaction, loyalty, and advocacy. Some CX myths have become prevalent in business circles. But by understanding the truth about customer experience and addressing the myths that surround it, you can create a customer-centric business that is more likely to succeed.