The term ‘customer experience’ has become increasingly popular in 2017, and its popularity comes as no surprise. Companies which implement a sound customer experience strategy achieve better customer satisfaction and, in turn, are able to retain existing customers and entice new ones. According to research done by Podium, 68% of consumers are willing to pay more for a better experience. More companies are taking note of this fact, and are investing heavily into creating an effective customer experience strategy. With this is in mind, we outline a few essentials you need to remember to create an effective customer experience strategy.
http://www.cbn.co.za/news/what-you-should-be-focusing-on-for-an-effective-customer-experience-strategy/
If “the customer is always right” is the golden rule of customer service, then “treat each customer as an individual” should be the golden rule for brand marketing. Every consumer wants to feel as though the brands they support view them as a unique entity, rather than another customer identification number.
For years, brands were able to get by delivering mass communications and services to their buyers, but those days are gone. Today’s consumers want assurance that brands hear their unique voices, consider their original feedback, and deliver products and services that are tailored to their personal lifestyle needs.
https://thenextweb.com/contributors/2017/12/11/personalized-data-quickly-improving-customer-experiences/
In many conferences in 2017, the buzz has all been around the customer experience, customer journeys or customer engagement. These topics come up in almost every presentation in a banking, hospitality, marketing or retail conference. However, there was little linkage between these “buzz” topics with loyalty nor branding. There is a correlation between the customer experience and how that impacts loyalty and an organisation’s brand. How does a brand inspire loyalty and how does the customer experience elevate a brand?
The Holy Grail for any marketer is to get the consumer to spend with you.
In today’s modern world, consumers are knowledgeable, tech-savvy and loyal. In our fast-paced environment, where consumers have limited time, if there is a brand that has quality and is trusted, consumers will be more compelled to “automatically” buy that brand. This will enable the consumer to save time so as to have more time to do the things they need to do.
http://www.marketing-interactive.com/features/synchronizing-loyalty-customer-experience-and-branding/
Delivering world-class customer experience continues to rise up the agenda for marketers. But despite UK brands ploughing billions of pounds into improving their relationship with consumers, they are failing to keep up with increasingly high expectations.
https://www.marketingweek.com/2017/11/23/customer-experience-hits-low/
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