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/
Returning from vacation gave Laura a new perspective on how her company approached customer experience (CX). As a veteran director in the CX practice, she realized that she and her peers had become captive to internal opinion and suffered from brand arrogance.
They often guessed at what the customer experience and appropriate product and service modifications should be. Maybe it was the lack of analytical rigor or the aggressive time pressure of getting new products out the door. Regardless of the reasons, Laura and her team had arrived at the point where mythology was routinely mistaken for fact. It was time to build a test-and-learn culture based on customer data.
https://www.gartner.com/smarterwithgartner/how-a-test-and-learn-culture-improves-customer-experience/
When people think of customer experience, they often think about a moment in time. But customer experience actually encompasses all of the moments in which a person engages with a company.
A simple yet effective definition of customer experience is that it is “how customers feel about every single interaction with a brand.” Besides from being appropriately all-encompassing, this definition also singles out customer emotion by noting that it is how they “feel” about doing business with a company.
https://www.forbes.com/sites/dangingiss/2018/02/28/how-to-identify-the-customer-experiences-that-will-get-amplified-in-social-media/#55821b05d4a2/
Whenever I hear about an organization with a "chief customer officer," my first thought is, "well, shouldn't that be everyone's job?"
It really should, and maybe that will help what appears to be an increasingly dire situation. A recent study by Forrester Research states that the average customer experience (CX) is getting worse, not better. "The data also shows that trust in companies has dropped precipitously," according to a report in Marketing. The report urges companies to engage their employees more intimately with the CX process, and even make it "an internal disruptive force" within the organization, with plenty of corporate culture consideration. "CX teams have implicitly covered culture change in the past, but it’s becoming more enshrined in their roles. That’s because the CX skill set transfers well to employees."
https://www.forbes.com/sites/joemckendrick/2018/02/24/enterprises-seek-to-sharpen-their-customer-experience/
Things have changed, big-time. Businesses that have maintained an above-average American Customer Satisfaction Index (ASCI) in their industry for the ten years between 2004 and 2014, have delivered 400% the returns to shareholders as those with average scores (McKinsey, Putting customer experience at the heart of next-generation operating models). In the last decade, through the Great Recession, mastery in customer experience has delivered a CAGR of 15%.
The shock factor is huge here, because it teaches us that customer experience has become the new master. Satisfy your customers, and grow rich. This is radically different than what business schools taught twenty years ago. Customer experience has always been a survey, an afterthought, a checkbox. Now it is your primary profit generator.
https://customerthink.com/customer-experience-is-either-everybodys-business-or-nobodys-business/
Now, more than ever, a customer’s relationship with certain brands is relying on the CX. Marketing professionals are responsible for this relationship between customer and brands, that’s why it’s obviously their job to take care of the CX. There’s a good number of reasons why CX is so important in data-driven marketing, and here are a few of them:
https://customerthink.com/why-customer-experience-is-an-integral-part-of-data-driven-marketing/
NelsonHall and NASSCOM have launched a new study titled Digital Customer Experience Services: How India Can Lead the World which reveals that, despite suggestions that the rise of digital channels will lead to reduced outsourcing and a shift away from offshore service delivery, the opposite is the case – and India is set to benefit.
https://martechseries.com/sales-marketing/customer-experience-management/digital-customer-experience-will-enhance-indias-role-cx-services-delivery/
Customer experience leaders make lots of presentations to describe the customer perspective. Storytelling may not be in their job description, but if their goal is to compel an audience to take action, it’s highly effective.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-CX-Leaders-Need-to-Become-Customer-Storytellers-123281.aspx/
Customers are exposed to more choices than ever before, and that means the experience your brand presents them with is make or break for your business. The 2017 report Customers 2020: A Progress Report, by Walker customer experience consulting firm, found that 86 percent of buyers will pay more for a better customer experience. By 2020, customer experience will overtake product and price as the key brand differentiator.
http://www.youngupstarts.com/2018/02/14/4-ways-to-optimize-the-digital-customer-experience-in-2018/
Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough?
Many CX industry experts suggest that businesses should focus on CX practices that help them create a strong emotional connection with customers.
https://customerthink.com/5-key-lessons-about-emotions-and-customer-experience/
