Customer experience is the new global currency for companies looking to invest in differentiation and growth. Best-in-class firms have leaped in eagerly, capturing customer feedback at every touchpoint, closing the loop quickly and integrating efforts across their entire organization.
There are many different theories on how to build and sustain a customer experience program, and advancing technology continues to provide lots of cutting-edge measurement, reporting and planning tools. However, understanding foundational components is essential for company leadership as they look to adopt best practices. Here are five basic concepts to help firms raise their CX game.
https://customerthink.com/5-components-of-a-great-customer-experience-program/
We’re very excited to announce that the Mopinion website (previously only in English) is now available in four new languages: French, German, Spanish and Dutch. The addition of these new languages reflects the increasing demand for digital feedback solutions abroad as well as Mopinion’s rapidly growing customer base.
https://mopinion.com/mopinion-launches-website-in-four-new-languages/
There is an uncomfortable and usually unspoken tension in the age of digital marketing: when we talk about “delivering a superior customer experience,” it's defined by the marketer, relative to business outcomes, not by the consumer, relative to their preferences.
Put another way, improvements to customer experience (CX) are measured by business metrics, not by consumer happiness. Yes, there’s a relationship between them, but at the end of the day, if conversions drop on the website, for example, that web experience will be revised.
https://www.cmswire.com/digital-marketing/marketers-are-missing-the-point-of-gdpr-and-the-opportunity/
The rise in digital adoption and a culture of instant gratification is increasing as the result of the tech-savvy, mobile-first generation entering the work and marketplace. Switching brands is commonplace now, as loyalty is always based on the last experience. Given that 75% of South African consumers shifted their spending last year due to lacklustre customer service, broken promises and poor experiences, failing to have a strategy to address this inevitably means that brands will fail to compete.
http://www.itnewsafrica.com/2018/03/how-brands-are-using-digital-media-to-improve-customer-experience/
If you start counting the most competitive industry in these days than probably retail top the list. Incremental use of technologies has made this domain more tech-savvy and sophisticated. Especially, enterprise mobility solutions for retail has transformed the way industry operates. It has unveiled new direction for retailers to interact with customers, suppliers, internal staff, and partners.
To be the first choice for customers, it is imperative to deliver a meaningful customer experience. Optimize customer engagement by delivering interactive and seamless user experience on different mobile devices.
Here’re a few touchpoints that end up you by winning the customer loyalty, establishing lasting relations with them and generating repetitive business.
https://customerthink.com/improve-customer-experience-with-enterprise-mobility-solutions-for-retail/
An increasing focus on customer experience and new technologies will transform the retail industry and the way consumers shop in the future as retailers spend more time and effort to increase customer dwell time within stores.
Advances in smart device technology have allowed consumers to literally buy what they see: anywhere and at any time. Simple, real–time image capture analysis makes everything ‘shoppable’ from any source.
https://www.smh.com.au/business/investments/retailers-to-offer-more-customer-experience-20180301-p4z29z.html/
Established in 2001 in the Netherlands, Translink operates as the connecting force behind the OV-chipkaart. One card used for accessing all sorts of public transportation, the OV-chipkaart is an easier and more secure way for people to travel. The OV-chipkaart also allows Dutch public transportation companies to make more efficient use of capacity, resources and staff.
Translink aims to give its customers a personal, relevant and seamless online experience using a mobile-first approach – so that customers can access their personal OV-data at any time or place.
https://mopinion.com/translink-provides-seamless-online-experience-with-customer-feedback/
With soaring customer expectations and rapidly evolving business needs, there is growing need to shift strategies and replace outdated infrastructure with new technology to drive specific business outcomes. Yet, turning wishes into achievable goals requires more than buying a new customer experience solution and hoping for the best. You need a plan built with a clear vision, proven best practices and guidance to successfully optimize and gain value from your new technology.
http://blog.genesys.com/guide-customer-experience-success-prescriptive-use-cases/
Many retailers experienced positive sales growth in 2017, due largely to strong holiday shopping and improved customer confidence. With first quarter strategies already in full cycle, retailers have turned their attention to solutions rather than resolutions to improving the customer’s experience. Here are five pillars of customer experience that retailers are embracing:
https://connect.regencycenters.com/blog/five-pillars-for-improved-customer-experience/
"I had a disappointing experience this weekend that I hope can illustrate all the ways an entrepreneur or innovator must think about his or her customer and the customer's journey or experience. First the story, then the insight."
https://www.inc.com/jeffrey-phillips/the-secret-to-nailing-customer-experience-little-things-matter-more-than-you-think.html/
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