Interesting interview with Maggie Chan Jones, the first woman global chief marketing officer of SAP. Here Steve Olenski talks to her about a lot of different topics ranging from CX, AI, all the challenges she's faced as CMO and what she's up to these days including her speaking at two diversity and inclusion events, Women Economic Forum and I Inspire, in New Delhi, India at the end of April.
https://www.forbes.com/sites/steveolenski/2018/03/19/should-cmos-lead-customer-experience-one-former-cmo-says-maybe/#4c14e6af5bff/
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/
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/
The global ecommerce opportunity is huge and it only looks set to grow further over the next decade. In fact, Statista projects that $4.6 trillion will be spent online by 2020.
Tapping into this opportunity requires much more than just content translation, however. A sophisticated blend of technology, people, and process is needed if brands truly want to engage with their audience on a global scale.
https://www.clickz.com/creating-global-digital-experiences-local-audiences/212503/
We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
For Shaun Wilton, Deb Heaphy and the rest of the CX team at Carsales.com, being at the top of their game is no reason to rest on their laurels. Working with technology from Zendesk, the team has dug deeper into customer insights to create a voice-of-customer (VoC) approach that seeks to deliver the best outcome for customers in all instants.
https://www.cmo.com.au/article/634161/how-carsales-lifted-its-cx-game-through-fresh-voice-customer-program/
Chart of the day: the more senior someone is in a business, the more they believe that they offer a good customer experience (CX).
The Customer Experience industry report 2018 by usertesting.com has found that executive level professionals and those who work in CX management think they have a good CX, whilst UXers, product manager, and researchers believe their CX is less good. Executives may be far too confident about their CX which leads the report and me to suggest that the more senior managers could be less aware of the real CX in their business.
https://www.smartinsights.com/ecommerce/customer-experience-examples/businesses-think-good-customer-experience-cx/
The e-commerce website is a critically important part of the customer experience; for many customers, it will be the only way of interacting with the company. If the e-commerce website delivers a poor user experience (UX), visitors will click off the site or abandon the shopping cart without giving the company’s customer care team a chance to intervene.
Therefore, it is imperative for an e-commerce website to meet all UX standards. (UX standards apply to website design and can be considered a subset of CX.) These are key areas to execute properly to ensure that all customers have a positive experience on the site, whether or not they make a purchase.
https://www.ameyo.com/blog/is-your-e-commerce-website-meeting-customer-experience-cx-standards/
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/
