Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow?
The beauty of asking these two questions is that the answers can lead you to existing technology.
https://www.huffingtonpost.com/entry/changing-the-customer-experience-new-thinking-not_us_5a4c55dfe4b0df0de8b06e10/
Over the last 12 months, the Catch Group has been on a customer-centric mission to service customers to keep them coming back. To this end, the online marketplace overhauled and optimised all touchpoints to open the lines of communication with customers. The group integrated Zendesk's customer support platform, built dedicated customer service centres and teams, reached out via new channels, and importantly, gave its customer service agents autonomy in decision-making.
https://www.cmo.com.au/article/632587/how-catch-group-dedicated-cx-approach-revitalised-multi-million-dollar-marketplace/
While good customer experience can build loyalty, not every effort to improve CX leads to success. Today, site guests expect like never before from your site as they think about the customer experience against the pioneers from various divisions like Amazon, Facebook, HubSpot or Uber. However, regularly there are normal defects in how websites are composed which implies they don’t meet the customer expectation and your communication goals.
https://customerthink.com/10-customer-experience-mistakes-you-need-to-avoid-in-2018/
RetailTechNews’ weekly roundup brings you up-to-date research findings from around the world. In this week’s edition: Technology key focus for retail customer experience improvements; Consumers are embracing the connected retail experience; and are consumers ready to go cashless?
https://www.retailtechnews.com/2018/01/25/technology-key-focus-retail-customer-experience-improvements-consumers-embracing-connected-retail-experience/
In the age of the hyperconnected consumer, delivering a personalized experience is key. Columnist Andy Betts shares three ways to engage and resonate with your audience.
https://martechtoday.com/new-era-personalization-hyper-connected-customer-experience-209529/
What does the future of CX look like? That was the question asked by CMO.com shortly before the new year. The result is an impressive list of predictions offered by some of the brightest minds working to make the future of CX a reality today.
http://www.briansolis.com/2018/01/future-cx-look-like-promising-predictions/
The internet and social media have made customers more networked and connected than ever, and their influence is continuously increasing. When considering a purchase or vetting a new vendor choice, most consumers turn to that brand’s customers, particularly friends or family, to hear about the experience. If their best friend had a brand experience above and beyond the rest, that prospective customer will likely sign up themselves. Brands are now even calculating Net Promoter Scores (NPS) to gauge their customers’ loyalty and willingness to recommend their products and services, and using it as a KPI of their marketing and customer experience management programs.
https://customerthink.com/5-keys-to-humanizing-the-digital-customer-experience/
The public launch of Amazon Go Monday represents a slew of technology advancements and customer experience innovation as the Seattle-based supermarket, boasting a cashierless checkout, is delivering on a range of customer wants and needs.
https://www.retailcustomerexperience.com/articles/amazon-go-disrupts-re-invents-elevates-the-customer-experience/
Whether you’ve just launched your website or you’re in the process of improving the online customer experience, customer feedback will serve as an invaluable tool in achieving your business’ goals. This feedback not only has the potential to provide you with insights into which kinds of problems your visitors are running into but it can also reveal which features work well for them. The easiest way to gather this feedback is via feedback forms. For WordPress users in particular, this is especially easy as there are various plugins available that serve up feedback solutions at no cost.
https://mopinion.com/how-to-install-a-feedback-form-in-wordpress/
How are some of the world’s biggest brands preparing, and what investments and upgrades are they making? Let’s look at five trends emerging across the customer experience stack — from substantial shifts in the way companies are designing their architectures to new tools they’re using to keep employees engaged.
https://www.cmswire.com/customer-experience/5-ways-the-customer-experience-stack-will-evolve-in-2018/
Bookmarks on this page are managed by an admin user. 
