The irony of technology is that it’s often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus. Examples I’ve heard recently include: “You’ll have to log-in to our other site” or “That mobile app isn’t available for the type of account you have” or “That went to the fax machine at our national site”. Is it possible to prevent most of these customer experience hassles?
http://www.customerexperienceupdate.com/?open-article-id=7674782&article-title=solving-system-silos-for-customer-experience-excellence&blog-domain=clearactioncx.com&blog-title=clearaction/
Today’s consumers are more connected than ever before - constantly checking emails, social media apps, and even interacting online via voice technology.
For brands, the challenge is to cut through the noise to be able to reach consumers at the right time. This is where cross-channel marketing comes in: an approach that allows brands to seamlessly communicate with consumers across multiple touchpoints.
https://econsultancy.com/blog/69690-what-is-cross-channel-marketing-and-why-do-you-need-it/
"Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends, and labels 2018 as "The Year of Humanity."
Every year, Temkin Group highlights one theme that it sees as being particularly important for the customer experience community. In previous years, the focus has been on Empathy, Employees, Emotion, and Purpose."
https://www.prnewswire.com/news-releases/temkin-group-releases-annual-list-of-customer-experience-trends-and-labels-2018-the-year-of-humanity-300574197.html/
Personalisation is a cornerstone of delivering relevant and real-time experiences to customer that count. In our latest Food for Thought series with leading marketers, we asked three brands: What does personalisation mean for your marketing mix and how does it drive better customer experience?
https://www.cmo.com.au/article/631127/how-aussie-brands-bringing-personalisation-into-cx/
Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up from their perspective.
https://www.business2community.com/customer-experience/customer-experience-value-creation-01982920/
Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. Plug these into the spinner and see your fortune. More importantly, are these strategies or tactics?
http://www.customerexperienceupdate.com/?open-article-id=7678120&article-title=what-is-customer-experience-strategy-&blog-domain=clearactioncx.com&blog-title=clearaction/
The Mopinion team is committed to providing the best possible feedback analytics solution out there; an objective which requires constant improvement and innovation. Thanks to the feedback of our customers, we’re happy to announce the release of several updates and new features within our software this month!
https://mopinion.com/december-product-updates-featuring-automated-tagging/
Investing in your employees’ knowledge and happiness are sure pointers that can lead to improved business outcomes. To achieve this, the relationship between business owners and the customers they serve must be properly cemented and built on trust. This is where your employees come into play, as they are the ones who play the role of connector between customers and your business. However, to get them to play this role effectively, it is imperative that you adequately train and equip your staff so that they are able to engage and create experiences that eventually lead to customer loyalty.
https://www.hospitalitynet.org/opinion/4086198.html/
Corporate leaders expect chief marketing officers to have primary responsibility for growth strategies and revenue generation. CMOs need to find new routes to drive revenue. With various trends and outlined predictions for growth, one common thread is data. Data is now at the heart of customer experience, and companies are embracing advanced technology that helps them use data better.
http://www.marklives.com/2017/12/by-invitation-only-taking-customer-experience-to-the-next-level/
The influx of data doesn’t have to be overwhelming, so long as customer service providers rely on intelligent solutions to mine through the multiple data sources. Contact centers also need to look for analytics solutions, which will analyze and operationalize customer interaction data in a way that allows businesses to be proactive in their customer engagement approach.
https://insidebigdata.com/2017/12/15/5-ways-interaction-analytics-can-improve-customer-experience/
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