Most retail marketers would argue that the secret to effective sales is creating an outstanding customer experience. From investing in UX design and customer relationship management software to training customer service staff, frontline marketers know that every consumer touch point is critical to creating a compelling brand experience.
Nonetheless, all too many retailers overlook one critical feature that affects all of these touch points: comprehensive, digestible product information.
https://www.retailcustomerexperience.com/blogs/why-product-data-is-key-to-superior-customer-experience/
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most.
A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees.
https://www.icmi.com/Resources/Customer-Experience/2018/03/Why-Survival-Mode-Kills-the-Customer-Experience/
If they want to evolve in the digital era, businesses need to create personalized experiences for customers and adopt a culture that focuses on the intended use of technology.
https://biztechmagazine.com/article/2017/11/why-customer-experience-key-digital-transformation/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
'Steve Jobs himself once said that “you have to start with the customer experience and work backwards towards the technology”. Why is this method so effective when it comes to creating an effective CX strategy? '
https://econsultancy.com/blog/69698-why-the-working-backwards-method-is-key-to-a-superior-customer-experience/
Capturing the Voice of the Customer at every touchpoint in the online customer journey is critical in the travel industry. Nearly “75% of consumers expect to be able to provide real-time feedback on their experiences” whilst on travel websites.
https://mopinion.com/travel-companies-voice-of-the-customer/
Whether companies know it or not, website content largely defines the success of your business. Think of it this way: your website is often the first chance you have to market your company’s products and services to your customers.
https://mopinion.com/collecting-feedback-on-website-content/
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/
Like an imminent hanging, the looming execution of the European Union’s General Data Protection Regulation (GDPR) has concentrated business leaders’ minds on their customer data. This has been a boon for Customer Data Platform vendors, who have been able to offer their systems as solutions to many GDPR requirements. But it raises some issues as well.
https://customerthink.com/will-gdpr-hurt-customer-data-platforms-and-the-marketers-who-use-them/
A great many companies continue using market research institutes that collect data through extended surveys in order to evaluate their websites. Every quarter, a bulky power point presentation then puts forward the collected data and analyses mishaps and improvement actions.
https://mopinion.com/without-real-time-insights-you-lose-customers/
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