It’s quite evident that the online buying process is no longer a linear one. Consumers are entering eCommerce websites from a myriad of different devices and online channels. And in the midst of all this chaos, your business needs to find a way to reel these consumers in as well as nurture them once they’ve entered your website.
https://mopinion.com/optimising-the-online-customer-journey-for-ecommerce-websites/
Is providing a better customer experience part of your 2018 strategic plan? If so, chances are your business isn’t alone. Even so-called “experience-based” companies, like Nordstrom and Starbucks, are constantly revamping the way they care for customers. As you start planning ways in which you can offer an experience that’s both flawless and memorable, what can you learn from these customer service leaders?
Every single experience-based company shares four distinct traits that allow them to remain competitive and lead not only their respective markets but the customer service industry as a whole.
http://customerthink.com/improve-your-customer-experience-the-4-traits-of-experience-based-companies/
Voice of the Customer (VoC) software is intended to capture the opinions and preferences of online customers, analyse those insights, and supply businesses with the means to create meaningful changes in digital customer experience (CX). As priorities are continuously being placed on CX initiatives, it’s safe to say that these kinds of software aren’t going anywhere anytime soon. Not to mention, having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?
https://mopinion.com/alternatives-competitors-of-opinionlab/
Back then, managing expectations was the key to customer success, but in today’s hyper-connected world, things have changed. The customer is now firmly in control, digitally empowered, spoilt for choice and more fickle than ever before.
http://www.bandt.com.au/marketing/keep-get-ahead-skyrocketing-customer-expectations/
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
The success of marketing often depends on how effectively you can tap into the emotions of your target audience. A well-designed website, good navigation, intuitive UX and easy to understand copy make things simple and give your visitors a sense of control.
This can be a strong and positive emotion, which builds trust and helps customers or leads see value from your content and see your brand in a positive light.
This article looks at the value that UX brings to your customers and your brand, and provide some great tips on how to ensure your UX gives users a greater sense of control.
https://www.marketingtechnews.net/news/2018/mar/06/emotions-key-great-ux/
If you haven’t noticed, it’s all about the customer these days. According to a research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer. This proves that the moment you put the customer at the core of your business, you’re already one step closer to success. And this is precisely why businesses are looking to customer feedback tools as a foundation for this success.
https://mopinion.com/30-best-customer-feedback-tools-an-overview/
With each passing year, omnichannel customer service and personalised experiences have become the norm. Strategic partnerships with disruptors, like UberEATS, have become so ubiquitous that they're no longer considered innovative.
Companies must move beyond the idea that personalised content is enough, as personalised experiences offer so much more.
https://www.itweb.co.za/content/j5alr7QlPjnvpYQk/
With the EU’s General Data Protection Regulation (GDPR) going into effect this May, companies are scrambling to make any remaining changes needed to meet its guidelines. The regulation, which aims to strengthen and unify data protection regulation within the EU, gives customers control over their personal data and applies to any company that holds or processes personal data of individuals residing within the EU. Failure to comply with GDPR could cost companies up to €20M or 4 percent of annual global turnover.
To avoid steep GDPR fines, many companies are installing new processes and technologies with the hope that such tools will help them revamp the way they handle customer data. In fact, recent research shows that organizations are allocating millions of dollars on technology for GDPR. Still, confusion remains regarding which technologies to implement to ensure compliance, and many companies view the looming regulation deadline purely as a cost avoidance problem.
https://customerthink.com/the-gdpr-opportunity-getting-customer-experience-right/
To stay ahead of the customer experience curve, companies can no longer rely on voice and telephone services alone, says Stephen Ball, Senior VP Europe and Africa, Aspect Software.
Recent times have seen some hugely significant developments in industry, with these advances now coming to define how we approach the world of technology. Bitcoin, blockchain and big data have well and truly come to the fore, and AI, automation and chatbots are showing promise on a commercial scale.
These developments are having a huge impact on the ways in which businesses engage with their customers. Here, Stephen Ball, Senior VP Europe and Africa, Aspect Software, looks at the key customer experience trends that we will see developing in the coming months.
http://pressoffice.itweb.co.za/aspect/PressRelease.php?StoryID=281944/
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