Retail at times feels like it has a monopoly on press mentions for being in a state of flux and turmoil — and there's good reason for that. Yet the issues facing the retail space aren't contained there. The larger implications move across industries and they're driven mainly by the customer. We marketers often forget that customers aren't siloed; a retail shopper also stays at hotels, books airline travel, signs up for credit cards and much more.
Retailers, hotels, airlines, banks and grocers are trying to better align and overcome the challenges of providing service at scale. Here's how this can be accomplished.
https://www.marketingdive.com/news/why-brands-must-scale-service-and-experience-to-meet-customer-expectations/515940/
With as many as two-thirds of shoppers conducting research online before purchasing a product, the need has never been greater for retailers to understand the ways in which their customers interact with products across multiple sales channels. Furthermore, the best retailers understand that simply setting up a web shop and calling it a day isn’t enough. In order to give customers the best experience possible, service should be personalized to each customer on every platform to deliver tailored product experiences.
https://www.psfk.com/2018/02/customer-experiences-omnichannel-personalization.html/
Today’s consumers expect instant, automatic, and correct results – every time. Don’t believe me? Go read reviews for your last purchase and I am willing to bet that there are some negative reviews on there about time to delivery, quality, or the return process, etc. We have turned ourselves and future generations into savvy and high-standard consumers. We want it now and we want it for cheap and only the best quality. Too much focus on the front-end delivery will lead to a failed satisfaction. Today’s CX standards are more than just a notification that the missile COULD be inbound. We expect to know where exactly it’s going to impact, when it’s going to hit, how big it is, and we expect to be told immediately if it’s not going to happen.
http://customerthink.com/what-we-learn-from-one-click-cx-its-pitfalls/
Over the last fifteen years, many corporations have embraced the goal of creating a superior Customer Experience. The principle is powerfully intuitive – customers that have an emotional attachment to your brand or products will buy more and build a reputation that attracts more customers.
The promise of growth and competitive advantage is so enticing that large investments have been made despite a weak business case for an attractive return. All CX gurus state that a connection to the company bottom-line is important, but few discuss the hard details on how to do that. The current business case for CX rests on weak correlation analyses.
http://customerthink.com/customer-experience-will-be-a-fad-without-a-better-business-case/
The customer experience has had such a profound impact on organisations across the globe that it has totally transformed the way we look at business. There was a time, not so long ago, that companies got by on looking like all-powerful behemoths - essentially intimidating their customers into buying from them. But since the financial crisis of 2008, we've gradually begun to lose faith in the Goliaths, leading us to make our decisions based on what truly works for us.
https://www.itweb.co.za/content/VgZeyqJAXVzMdjX9/
In today’s marketplace, it’s all about creating the most positive experience for your customers. You need to engage with them in a way that is unforgettable and helps them remember your business the next time they are in need of the products and services your company offers.
https://www.allbusiness.com/can-create-unforgettable-customer-experience-without-breaking-bank-115719-1.html/
Speaking on a call with investors, Amazon CFO Brian Olsavsky said Amazon sees its ad business as a “key line in for brands and agencies into the ecommerce marketing space”, which he sees another form of digital advertising beyond search and social.
“Our strategy is to make the customer experience additive by the ad process. We want our customers to be able to see new brands and have an easier time discovering products that they’re looking for,” he explained.
https://www.marketingweek.com/2018/02/02/amazons-ad-strategy-make-customer-experience-better/
Customers today are looking for an on-demand and customised experience from brands across verticals. Financial institutions need to rethink their solutions from customers’ perspective and be a part of the complete customer journey rather than provide conventional offerings through a product-centric view. Any step towards revisiting consumer experience needs to involve multiple stakeholders including user experience designers, product managers, sales people, software professionals, strategic partners and an executive sponsor. Multiple ideation sessions would be required to define the most relevant consumer experience after discussing current pain points.
Here are some key steps which can help banks make the consumer journey a breeze:
http://www.thehindubusinessline.com/catalyst/how-banks-can-reinvent-for-a-better-customer-experience/article22650555.ece/
Many people over the years have said that email marketing’s days are numbered and that it will soon become a dated, perhaps even obsolete technology. But actually, this assumption couldn’t be more wrong. Email marketing still remains one of the most effective marketing channels with the highest return on investment (ROI). Much like other marketing channels however, email campaigns do offer up their fair share of challenges. Surprisingly, many of these challenges revolve around a lack of understanding and engagement with the target audience. It seems that with many campaign emails, communications are only outbound, leaving marketers with no real insight into how their email was received by their readers. This lack of insight into the performance an email campaign is precisely why it’s important to start collecting email campaign feedback.
https://mopinion.com/how-to-collect-email-campaign-feedback/
Leveraging on data and using it in the right way can help an organisation to unleash growth. What are the steps to take?
http://punchng.com/using-data-to-improve-the-customer-experience/
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