Branding started out as a concept or a thought to build in a customer’s head. But, along with technological advancements, that has changed. We live in an age of social media and advanced technology where customer experience has turned into branding. So, it is no longer about building perception about customer’s mind. Almost every company has delved deep into the customer experience business.
https://customer-experience-management.cioreview.com/news/why-customer-experience-management-is-the-future-of-marketing-nid-26717-cid-118.html/
It’s a universally acknowledged fact that technology has influenced every aspect of human life, specifically over the last few years.
This stands unambiguously true for travel industry. Remember the time when a "things‐to‐pack" list used to be very extensive ‐ camera, film rolls, Walkman, copies of important documents, maps, dictionary, etc. All these things can be carried in one tiny device called smartphone now!
https://www.phocuswire.com/Technology-and-customer-experience-analysis/
If you’ve been in business for any respectable amount of time, you know something really, really well: Your customers don’t care how your business operation is structured, or how complicated it is for you to deliver great support. They just crave an experience that gets their job done quick and fast. And they want it now.
https://venturebeat.com/2018/06/29/the-holy-grail-of-the-perfect-customer-experience/
Almost every retailer out there will tell you they need to be more innovative, and that this is hard. Retail has long been an industry focused on buying low, selling high, and optimizing everything in between. Shifting to meet an expectation of providing content, services, experience, engagement and more – this is a big shift, and not easily accomplished. Some retailers – vertically integrated brands, or those with private label merchandise – might be good at product innovation, but that is a far cry from process innovation – and that is a large part of what retailers need right now, as they try to make the shift to be more relevant to consumers.
https://www.forbes.com/sites/nikkibaird/2018/06/30/traditional-retailers-focus-on-customer-experience-at-the-expense-of-other-innovations/#1eb7a18f5832/
"When we engage with customers, we typically see a combination of technology-related, business, market and customer-driven challenges," says Deon Scheepers, senior manager, Strategic Business
and Solutions Consulting: Africa, Genesys.
https://www.itweb.co.za/content/WnpNgM2Ag3b7VrGd/
Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends occurring over a period of time.
https://www.business2community.com/customer-experience/4-service-desk-agent-performance-metrics-that-influence-the-customer-experience-02088402/
I'm struck by how little actual experience most businesses allow into their customer experiences–how ho-hum and transactional they’re willing to let life be for their customers. That this is true even now, in spite of the recent upswing of interest in our discipline (I'm a customer experience consultant) continues to surprise me.
https://www.forbes.com/sites/micahsolomon/2018/07/01/turning-customer-experience-into-a-journey-not-a-transaction-a-visit-to-the-lab-at-rockwell-group/#617ca689134d/
If you’ve ever taken an Uber, you know that the startup identified practically every consumer pain point involved with hailing a taxi – not being able to find one, standing in a long taxi line, rude drivers, the credit card machine always being broken – and addressed each one with a simple, easy-to-navigate mobile app.
https://www.forbes.com/sites/dangingiss/2018/07/02/how-ubers-user-experience-creates-a-seamless-customer-experience/#506060a3ff7a/
The customer experience (CX) movement has always declared that businesses will benefit by designing experiences around their customers. Now, more than ever before, organizations are understanding the importance of CX on the bottom line and are implementing experience management programs. These companies are willing to invest because they have faith that doing so will pay dividends.
http://customerthink.com/three-essential-strategies-for-providing-financial-return-on-customer-experience/
Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience.
https://www.forbes.com/sites/adrianswinscoe/2018/05/30/how-the-emerging-workforce-ecosystem-will-impact-customer-experience/#21e318e6116d/
