While 80% of CEOs believe their company offers exceptional CX, just 8% of their customers agree. “Organisations need to differentiate on CX because 9 out of 10 customers are willing to pay significantly more for a better experience,” says Qualtrics CX subject matter expert and principal consultant Vicky Katsabaris. Qualtrics has identified five key trends businesses need to consider for their CX management programmes this year.
https://channellife.co.nz/story/5-major-cx-trends-expect-year-qualtrics/
After the holidays wind down and the resolutions start, retailers look back at the crucial time of year that falls between the cyber deals of Thanksgiving and the shopping sprees of December. The first few months of the year can see a dip in sales, but the winners in retail know to use this time to examine what can be improved over the next year to build a better user experience and increase sales without taking a hit outside the holiday months.
https://martechseries.com/mts-insights/guest-authors/digital-experience-data-reveals-customer-experience-isnt-just-holidays/
At least once a week, I load up a hypothetical shopping cart from online retailers like Zara, ASOS, and Sephora, only to decide that I don't want to spend money on clothes or makeup I don't really need. So I abandon the cart and close the tab. According to new research by Market Inspector, I'm not the only one. Fifty-seven percent of internet users discard internet shopping carts because of indecisiveness.
How can companies fix that indecision? For starters, 31 percent of online shoppers report that they weren't able to get answers to simple questions from company websites. That's not a product issue; it's a customer service issue.
https://www.hospitalitynet.org/news/4087495.html/
As Internet of Things (IoT) devices infiltrate people's homes and offices, consumers increasingly look for IoT experiences that are monitored, personalized, improved, and updated with new features, according to a Thursday report from Forrester.
https://www.techrepublic.com/article/4-ways-iot-can-improve-the-customer-experience/
If marketers want to upgrade their customer experience, they will have to take a hard look at revamping their data analytics.
According to an Econsultancy and Adobe survey of client-side marketers worldwide, 65% of respondents said improving their data analysis is a very important factor in delivering a better customer experience. That was the most popular answer for the second year in a row, up from a 63% response rate in 2017.
https://www.emarketer.com/content/better-data-analysis-is-critical-to-improving-customer-experience/
The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept, choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.
There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a “delivery gap.”
https://www.business2community.com/customer-experience/cx-perception-gap-02030787/
Digital Asset Management (DAM) is fast becoming essential for retailers trying to align around the customer, according to a new Aprimo white paper, which argues DAM can strengthen and unify messaging.
“At the highest level, digital asset management lets brands create, manage and deliver engaging and personal experiences across channels,” the authors said.
https://which-50.com/digital-asset-management-can-deliver-customer-experiences/
We often talk about B2B customers as if they are totally different from their B2C counterparts, but that simply isn’t the case. Yes, business purchases are usually made with more research and discussion, and they’re higher budget — but they’re still made by people. Those people go home every day and morph into regular consumers, which means their expectations for B2B customer experience are based heavily on their B2C activities.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/03/15/b2b-businesses-need-a-customer-experience-overhaul/#4de11bec2993/
The digital age has brought with it a horde of data. And coming from various sources and in large quantities, the availability of this data has created many new and insightful opportunities for digital marketers. Modern digital marketers are using data in a myriad of ways, such as gauging success (with Key Performance Indicators, or KPIs), driving improvement (e.g. campaign effectiveness or website usability) and boosting lead generation. However, this heavy reliance on intelligent marketing data necessitates an analysis solution, which comes in the form of dashboarding software.
https://mopinion.com/kpi-dashboarding-software-digital-marketing-managers/
The first step in determining if you have some problems with your customer experience programs is admitting you may have a problem. According to Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report (Registration required), 71 percent of organizations cited customer experience as a competitive differentiator but only 13 percent of brands rated their CX delivery a 9 out of 10 or better.
https://www.cmswire.com/customer-experience/8-tips-for-conducting-customer-experience-audits/
