A business without customers is like a boat on dry land. It doesn't matter how nice the boat is or how much experience the crew has -- without water, the boat serves no purpose.
Customers are essential to every company's success. Despite this, some organizations that claim to be customer-centric take their customers for granted. They see people more like revenue streams than human beings. Eventually, that attitude seeps into management decisions and customer service interactions, driving away the customers that once kept the business afloat.
https://www.inc.com/ilya-pozin/3-strategies-to-deliver-a-memorable-customer-experience.html/
If you’re not already well on your way to GDPR compliance, it’s unlikely you’ll be fully compliant by May 25. But, according to the statistics reported in our first article, you’ll be far from the only one.
While it’s impossible to know how such wide-scale noncompliance will be addressed, there will likely be a grace period in which organizations that can demonstrate they’re making a good-faith effort will get by with a warning and perhaps some guidance on how to accelerate their efforts.
https://www.cmswire.com/customer-experience/aligning-to-gdpr-realities-what-to-do-if-you-havent-started/
Having a sturdy data foundation now is critical to successful customer engagement in the future. Properly collected and analyzed, customer data can deliver increased business revenue, bigger wallet share, and happier and more loyal customers willing to advocate for your company’s brand(s).
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Your-Customer-Data-Is-Limitless-and-So-Is-Its-Value-122313.aspx/
Omni-channel is more than a buzzword. It’s a journey that effectively unites every service channel a customer could use to interact with a business. It provides a more comprehensive approach that leverages all customer data to provide a consistent, seamless and personalized experience that 77 percent of today’s consumers demand.
https://customerthink.com/four-omni-channel-mistakes-killing-the-customer-experience/
With only months remaining before the General Data Protection Regulation (GDPR) comes into effect, it is dominating the news agenda and is a top priority for businesses. From retailers to charities and the manufacturing industry to financial services, the impact of GDPR will affect every organisation that handles customer data and will be far reaching. Indeed, it has the scope to change the face of marketing completely.
http://www.information-age.com/will-gdpr-improve-customer-experience-consumers-123470312/
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/
Around the globe, billions of people are gradually shifting more of their lives online — they engage, share and consume. Along with the emergence of new technology in the digital era, customer behavior and expectations are changing rapidly too.
McKinsey has discovered that 75 percent of online customers expect instant assistance within less than 5 minutes. 70 percent of app users prefer added functionality over “look and feel” of apps, while 61 percent are more likely to buy from companies that deliver custom content. Another 75 percent of customers have used comparison apps for consumer goods, making items such as SEO and reviews pivotal success factors.
https://www.dig-in.com/opinion/leveraging-data-to-elevate-the-customer-experience/
Providing a single repository that delivers a 360-degree view of the customer enables an organization to deliver a highly differentiated and much more engaging customer experience (CX). Brands who leverage a CDP are already proving how IT and marketing teams can work together to drive business success.
As organizations deploy their first CDP use cases, or plan to do so, Adobe’s experts have some important tips that can help improve the chance of success with these projects. The most important is that the CDP must support both known and unknown data. An unknown contact is one that may not be a registered or named user yet is still a valid contact or website visitor. Adobe has designed their use case with the capability to bring together known and unknown data to activate real-time customer profiles across channels throughout the customer journey.
https://www.cio.com/article/3385116/the-customer-data-platform-your-next-step-in-optimizing-the-customer-experience.html/
Personalization is an essential part of the customer journey – most marketers agree – and it’s absolutely critical that brands deliver a true one-to-one experience to customers. However, they might not be achieving these outcomes yet because they are struggling with personalization. In that same report, 84 percent of senior marketers say the potential of CX personalization has not yet been fully realized, and as such, there is still a lot of work to be done in this area.
https://customerthink.com/the-key-to-solving-cxs-greatest-mystery-personalization/
Whether your organisation is online or offline, B2B or B2C, a startup or a long-standing corporation, the common truth in today's digital world is that you can’t craft an effective customer experience if you don’t truly understand your customers. And you can't understand your customers if you don't have the right mix of data to give you the insight into their behaviours, needs and challenges.
Netflix knows this. Amazon knows this. Facebook knows this.
These billion dollar empires are built on vast amounts of user data, but their success is based on a relentless need to get smarter and faster about interpreting that data. That's what enables them to provide their services and make recommendations to their users in real-time, taking account of their behaviour, preferences, history and context to deliver a great experience.
https://www.itproportal.com/features/the-roi-of-customer-data/
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