As any retailer knows, in today's society, the customer is always right; and is increasingly more demanding in terms of what they expect when making purchase decisions. The customer now wants to be able to start, continue and complete their purchases anytime, anywhere and anyhow. Our online society facilitates purchase decisions being made, verified, reconsidered, amended or reversed, in any situation and through any possible channel, or indeed a mixture of many. As a result, providing a seamless payment experience that can follow the customer along their journey across the plethora of touch points is essential for a merchant to succeed in the marketplace.
https://www.retailcustomerexperience.com/blogs/why-omni-channel-is-a-must-and-how-to-make-it-successful/
Context marketing gives you the power to understand your customers and offer them a truly personalized experience. It can help you deliver the right content or services to the right people at exactly the right time.
Organizations that market to customers in context of those customers' current and past interactions know exactly where customers are on the decision journey. More important, they can assess and figure out what might improve the customer journey and guide customers toward purchase.
https://www.marketingprofs.com/articles/2017/33319/how-to-create-a-customer-experience-program-and-winning-marketing-team-context-marketing/
When talking about customer experience, there’s almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just one side of the coin. There’s the B2B angle to it as well, where delivering a great experience is equally crucial to be successful in the long run.
According to Accenture, approximately 80% of executives in B2B companies believe that offering an outstanding customer experience is directly connected to generating better business results and ensuring the company has a competitive advantage. Despite this realization, fewer than 25% of these companies excel at offering great CX. The rest still have a more product or channel-centric approach, with everyone in the organization focused on the product and where and how it’s marketed.
https://customerthink.com/the-future-of-customer-experience-in-b2b/
A few days ago, Deloitte published its annual global mobile consumer survey, an in-depth report that analyzes consumer habits and tech trends surrounding mobile phone usage around the world. And in keeping up with trends from previous years, 2017 has seen an increase in almost every major statistic, including device ownership, device usage, mobile payments, and infusion of other technologies such as the IoT and artificial intelligence into traditional mobile platforms.
https://customerthink.com/4-practical-tips-for-improving-customer-experience-on-mobile-platforms/
In today’s data-driven world, one of the biggest tools companies have for creating personalized customer experiences is customer data. However, using data effectively involves walking a fine line between being personal and being creepy. Just because companies have data on their customers doesn’t mean they have to use it, and some companies go too far in building data-driven experiences. However, two brands in particular are excelling at finding the balance to turn customer data into relevant customer experiences that are leading to big rewards.
https://www.forbes.com/sites/blakemorgan/2017/12/15/leveraging-customer-data-to-create-relevant-customer-experiences-2-examples/#5c84665561d3/
As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. However, when we reach the end of the year, it does seem sensible to combine all of my thoughts together to see if they make some kind of sensible conclusion!
https://customerthink.com/the-customer-experience-7-year-itch-a-frank-and-honest-assessment-of-the-cx-profession/
Amazon, Williams-Sonoma and Kohl’s are the top three brands in ForeSee’s annual Retail Customer Experience (CX) Rankings, which are based on survey data from over 40,000 shoppers across their store, Web, and mobile experiences.
The report also examines the success of retailers by individual channel — store, Web, and mobile (See chart). Amazon, Costco, Kohl’s, and Nordstrom each took a top spot in two out of three channels, while Tractor Supply ranked No. 1 in Web.
https://www.chainstoreage.com/technology/retailers-tops-omnichannel-customer-experience/
In today’s digital, hyper-connected world, consumers are savvy and quick to judge. Couple that with increasing competition from industry leaders and new market entrants, and brands today are left with little room for error.
To remain relevant amid today’s myriad complexities, it is critical for brands to build customer loyalty and create unique experiences to set themselves apart from the rest of the pack.
https://www.mediapost.com/publications/article/311631/travel-industry-revelation-taking-customer-experi.html/
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business.
It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.
http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7272949&article-title=5-top-cx-trends-for-survival-in-the-age-of-the-customer&blog-domain=360connext.com&blog-title=360connext/
Shaun Buck states that virtually all businesses operate without considering how the process will be for their customers but rather how efficient it will be for themselves or their team. Meanwhile everyone says that their customers are a priority. So, 'when will their actions match the redirect?' and 'what changes will they make today to improve the customer experience?'
https://www.entrepreneur.com/article/305876/
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