So, what can brands do to fix the customer experience and prevent customers from going to a competitor? The answer is probably much simpler than you think: Take the intimacy, connectivity and conversational experience from the in-person/offline world and inject it into the digital world.
http://www.adweek.com/digital/social-media-is-not-a-customer-experience-solution/
Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming “A man with a hammer”: Always adopting the “Serve Customers Better” approach to try to solve every CX problem their respective clients or companies face. The Conventional CX is just service-in-disguise. It’s merely an expanded version of ‘service’ or customer interaction management (CIM). It is not a Real CX.
http://customerthink.com/stop-practicing-the-conventional-customer-experience-management-part-4/
In the Age of the Customer, customer-obsessed businesses have a competitive advantage. As more businesses adopt a customer-centric focus and this becomes the norm, this advantage will come to an end. Companies that are unable to provide positive customer experiences will be threatened by the growing number of businesses using customer experience to drive loyalty and adoption of their products.
https://www.demandware.com/blog/retail-intelligence/understanding-really-means-customer-obsessed/
Customers are king and expect to be treated as such. When you wow a customer with a quality service or product and stellar customer support, you not only get repeat business from them, you also turn them into brand advocates who will sing your praises and give you referrals.
One of the best ways to increase customer loyalty is localization. Don’t assume that localization doesn’t matter simply because your target customers are able to speak your language. Even if that is the case, consider the way that consumers behave online and how they interact with brands and content.
https://www.entrepreneur.com/article/311098/
appos is considered a leader when it comes to customer experience, but it hasn’t always been that way. When Rob Siefker, now the Senior Director of Customer Loyalty, started representing the company at conferences years ago, he estimates only 10% of people had heard of Zappos. Now that number is around 99%, and the company has become a model of how to create a customer-obsessed culture. However, the road to Zappos’ success wasn’t without hiccups.
https://www.forbes.com/sites/blakemorgan/2018/03/28/stronger-and-smarter-a-look-back-at-customer-experience-with-zappos/#6530f99a39fb/
As companies define their target maturity state and compliance road map, there is a tremendous opportunity for putting forth their brand as one that customers can trust. Come 25 May, the real beneficiaries will be companies that put customer experience at the forefront of their delivery plan and revisit data processing activities that are likely to cause most detriment to customers.
GDPR offers many avenues for companies to enhance customer experience and the core of customer centricity can be summarised into three facets, as below.
https://www.postonline.co.uk/regulation/3494571/gdpr-a-great-catalyst-for-enhancing-customer-experience/
BrightEdge, a leader in enterprise SEO and content performance marketing, made these startling observations related to the role of AI in their recently released report, titled, 2018 Future of Marketing and AI Survey.
https://martechseries.com/content-marketing/content-marketing-content-marketing/ai-powered-personalization-drives-great-customer-experience/
Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
Companies are putting more and more effort into identifying and addressing the trials and tribulations customers encounter when interacting with them to create the best possible buying and use experience. Referred to as customer experience (and often abbreviated to CX), it’s inclusive of the customer’s journey from initial brand awareness to purchase, the customer’s interactions with the brand’s many touchpoints prior to and during use, and the environments the customer encounters during use of and interaction with the product or service. Brands find the greatest success and differentiate themselves from competitors by focusing on delivering an effortless experience that ensures each of those touchpoints and experiences are consistent and contribute positively to the customer’s overall journey.
https://www.business2community.com/customer-experience/improving-customer-experience-takes-behind-scenes-work-02033319/
If you’re not already well on your way to GDPR compliance, it’s unlikely you’ll be fully compliant by May 25. But, according to the statistics reported in our first article, you’ll be far from the only one.
While it’s impossible to know how such wide-scale noncompliance will be addressed, there will likely be a grace period in which organizations that can demonstrate they’re making a good-faith effort will get by with a warning and perhaps some guidance on how to accelerate their efforts.
https://www.cmswire.com/customer-experience/aligning-to-gdpr-realities-what-to-do-if-you-havent-started/
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