I like to think that we follow the golden rule: market to others as you would like to be marketed to. This really boils down to putting Customer Experience (CX) first. Being ‘customer-obsessed’ is certainly in vogue, as the Ritz-Carlton, Trader Joe’s, Netflix and others that made Forbes’ Most Customer-Obsessed Companies In 2018 list will tell you. But how can companies actually go about putting their customers first?
https://mopinion.com/how-to-increase-cx-through-testing-and-personalisation/
Today’s customers realize they aren’t always treated the same as all other customers. Some customers get VIP treatment and special offers, while many others don’t. Customers understand the difference and realize that companies are simply rewarding customers that deserve it a little more. You can learn more about this idea in a talk at Google on customer centricity found here.
That’s where customer experience comes in. Different customers have different kinds of relationships with brands. Fader uses the example of Stitch Fix, which offers a completely different box of clothes to each customer to create a one-of-a-kind experience. As technology and personalization continues to improve, Fader says that customized approach will become the rule more than the exception.
https://www.forbes.com/sites/blakemorgan/2019/03/07/customer-experience-for-your-most-valuable-customers/
What will you do differently this year to increase customer satisfaction and attract new business?
Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year…
http://customerthink.com/cx-in-2019-top-customer-experience-trends-to-keep-on-your-radar/
Avaya research indicates that only 14% of back offices are fully automated and tracked against SLAs, yet 'back office' operations such as delivery are among the top five considerations when it comes to repeat purchases and customer satisfaction.
Speaking at the Johannesburg leg of the international Experience Avaya 2019 roadshow on Tuesday, Natalie Keightley, Solutions Marketing Director at Avaya International, said: "Customer experience technology has been slow to integrate into the back office and slow to support workers. When companies have adopted customer experience technologies, they often focus purely on the customer-facing technology. So they may enable the text channel for the customer to speak to the organisation, but fail to consider how this connects to the back office."
https://www.itweb.co.za/content/G98YdqLxVLXqX2PD/
In the modern era, the inexorable rise of Customer Experience has pushed the bar higher in Marketing, Sales, Service and Commerce. The biggest challenge faced by marketing professionals lies in delivering connected and smoothly concerted experiences to a whole new generation of customers that expect instant solutions, round-the-clock customer service, access to personalized content, flexibility and ease of adoption, regardless of their device, geography and expertise in handling technology. Today, you are not just selling an experience, you’re also selling consistency — consistency in meeting expectations through connected data, experiences and intelligence.
https://martechseries.com/mts-insights/staff-writers/c-customer-experience-cx-means-consistency/
In a busy organization with many competing priorities, it can often be difficult to stay focused on even the most important aspects of keeping a business performing exceptionally. Customer experience (CX) platforms often involve many different teams across an organization, and thus it’s critical to ensure a big-picture view is kept. Too often, teams can get too concerned with measurements and performance in their silo within the organization, but truly successful CX platforms are built, measured and optimized holistically.
https://www.forbes.com/sites/forbesagencycouncil/2019/03/12/how-to-create-an-agile-customer-experience-platform/#513d1813254a/
I’ve noticed something interesting about voice of the customer (VoC) programs lately. The line between VoC, customer experience (CX) and customer insights or analytics seems to be blurring. Take the Gartner definitions for these terms:
https://www.cmswire.com/customer-experience/drawing-a-line-between-voc-customer-experience-and-customer-analytics/
In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. In fact, research suggests that by 2020, CX will overtake price and product as the key brand differentiator.
For many retailers, customer experience is synonymous with customer satisfaction and customer service. But successful retailers know that CX is much more comprehensive. CX is a customer’s collective perception of their interactions with a retailer and how they feel about a brand as a result. Everything, from a retailers’ messaging and merchandising to its people and products, impacts this.
https://risnews.com/delivering-promise-customer-experience/
Customer service vs customer experience—in today’s customer-centric business environment, one thing is clear. Customer expectations are on the rise, and there’s an increasing demand on brands to deliver at every level of the organization. One important component of delivering a winning CX is navigating the difference between the customer experience and customer service. Here’s a quick introduction.
https://smartercx.com/customer-service-vs-customer-experience-whats-the-difference/
Our interactions with businesses are increasingly taking place online and now in most cases you can expect to find the information at the click of a button. Failing that, you might turn to a website’s live chat to find your answer. It’s likely that you’d try both of these methods, if offered, before considering making a call or sending an email.
The ways customers prefer to interact with businesses have changed significantly over the past five years. Whilst face to face or over the phone sales were previously the norm, we’re now faced with a multitude of possibilities, including social media, e-commerce, instant messaging and toll-free web-based calling.
https://www.itproportal.com/features/managing-omnichannel-and-the-customer-experience/
