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  1. Amazon, Williams-Sonoma and Kohl’s are the top three brands in ForeSee’s annual Retail Customer Experience (CX) Rankings, which are based on survey data from over 40,000 shoppers across their store, Web, and mobile experiences.

    The report also examines the success of retailers by individual channel — store, Web, and mobile (See chart). Amazon, Costco, Kohl’s, and Nordstrom each took a top spot in two out of three channels, while Tractor Supply ranked No. 1 in Web.
    https://www.chainstoreage.com/technology/retailers-tops-omnichannel-customer-experience/
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  2. In today’s digital, hyper-connected world, consumers are savvy and quick to judge. Couple that with increasing competition from industry leaders and new market entrants, and brands today are left with little room for error.

    To remain relevant amid today’s myriad complexities, it is critical for brands to build customer loyalty and create unique experiences to set themselves apart from the rest of the pack.
    https://www.mediapost.com/publications/article/311631/travel-industry-revelation-taking-customer-experi.html/
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  3. The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business.

    It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.
    http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7272949&article-title=5-top-cx-trends-for-survival-in-the-age-of-the-customer&blog-domain=360connext.com&blog-title=360connext/
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  4. Shaun Buck states that virtually all businesses operate without considering how the process will be for their customers but rather how efficient it will be for themselves or their team. Meanwhile everyone says that their customers are a priority. So, 'when will their actions match the redirect?' and 'what changes will they make today to improve the customer experience?'
    https://www.entrepreneur.com/article/305876/
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  5. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.

    Here is an overview of the top 3 shared CX blogs by Customer Bliss.
    http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7500515&article-title=more-than-just-a-customer-experience-trend--3-top-shared-customer-bliss-blog-posts&blog-domain=customerbliss.com&blog-title=customer-bliss/
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  6. Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Often this is used to provide a better, more personalized service that better meets consumer needs. However, protecting this sensitive information is obviously vital if brands are to build consumer trust, meet regulatory requirements, protect their brand and retain customers. As cases such as the recent hack at Equifax demonstrate, security breaches are extremely costly to reputation, stock price and in legal terms.
    https://www.eptica.com/blog/importance-security-and-gdpr-digital-customer-experience/
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  7. Gartner made some interesting predictions about customer experience (CX) and the marketing technology associated with it in early 2017. The research firm suggested customer experience management would continue to top CEO, CMO and CIO agendas, calling it the “watchword of our age.” On the technology side, Gartner predicted CMO technology spending would exceed that of CIOs and that eventually, the CIO role will fall under the CMO organizationally.
    https://www.cmswire.com/customer-experience/surveying-the-customer-experience-technology-landscape/
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  8. I often describe the analogy of the ‘Three Pillars’ of effective digital customer feedback, which include collecting the right feedback online and properly analysing this data. The final stage is the one which brings all that hard work to a useful conclusion – turning insight into action.

    Closing the loop is a key concept in customer experience management – essentially you are aiming for a profitable conclusion by ensuring customers and prospects ultimately buy from you and remain happy, loyal customers. Customer feedback is not only valuable for fixing online sales and service processes; it is also an ideal opportunity to convert an interested visitor into a customer.
    https://mopinion.com/6-tips-for-effectively-turning-online-customer-experience-insight-into-the-right-actions/
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  9. Brought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today. According to Walker Information, ‘by 2020, customer experience will overtake price and product as the key brand differentiator’
    https://mopinion.com/top-10-best-guides-digital-customer-experience-experts/
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  10. We're in the age of voice of the customer. Of course, for retailers, this isn't news. But every year yields new evidence that the digital age continues to restructure the buyer-seller dynamic. In today's trust economy, customers are finding tremendous value — and leverage — in social proof. And brands are seeing it become a powerful and persuasive form of digital marketing.
    https://www.retailcustomerexperience.com/blogs/social-proof-is-boosting-holiday-sales-5-steps-show-you-how/
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Mopinion: The Leading Customer Experience Tool

Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.