The Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate the single most exciting opportunity for their organization in the upcoming year – and once again, the same answer came out on top.
Can you guess what the most exciting opportunity for a business is?
If you guessed ‘customer experience’ (or CX), you guessed right.
https://www.superoffice.com/blog/customer-experience-strategy/
Despite the priority Chief Information Officers have given analytics and their deployment over the past three years, a recent survey carried out by Gartner shows that 91 percent of organizations are still struggling with analytics. The global survey asked respondents to rate their organizations according to Gartner's five levels of maturity for data and analytics.
https://www.cmswire.com/analytics/9-things-holding-back-your-data-analytics-strategy/
Bain & Company research recently revealed that a 5-percent improvement in customer retention can yield as much as a 75-percent increase in profits for companies across a wide range of industries. TM Forum's own research indicates that service providers in the communications industry are now truly realizing the connection between customer experience and profitability.
https://www.military-technologies.net/2018/02/16/customer-experience-in-the-connected-world/
Customer experience leaders make lots of presentations to describe the customer perspective. Storytelling may not be in their job description, but if their goal is to compel an audience to take action, it’s highly effective.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-CX-Leaders-Need-to-Become-Customer-Storytellers-123281.aspx/
In an ever-more-personalised retail world, where shopper loyalty is driven by the overall shopping journey, businesses big and small need to invest in a holistic customer experience strategy to keep up with customers’ interest. So what key elements should retailers consider when building a sensorial experience?
https://www.retailsector.co.uk/3044-3-ways-retailers-can-achieve-better-customer-experience/
The digitalisation of society is progressing and fundamentally changing the behaviours, needs and demands of customers. The increased availability and sharing of data enables companies to improve the way they develop and offer personalised products and services. The expectation is that a variety of technologies is set to spur a fundamental change in the insurance industry. Examples are blockchain, the Internet of Things, robotics and artificial intelligence.
https://www.nn-group.com/Media/Article/Improving-the-customer-experience-through-digital-transformation.htm/
Offering a strong product or service is no longer enough when trying to build advocates for your brand. Today’s consumer - whether in a B2B or B2C environment - demands a strong experience to be transformed into brand fans. And companies are embarking on digital transformations to meet this requirement.
https://www.finextra.com/blogposting/15031/making-customer-experience-your-business/
Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret to better experience is really quite simple. All you need to do is listen.
Consider this. I recently spent 63 minutes glued to my phone trying unsuccessfully to resolve a health insurance issue. Five phone calls. A dozen transfers. Multiple hang-ups. Inconsistent information. Contradictory advice.
Come on now, I wondered. Is this any way to treat a customer?
https://customerthink.com/the-most-amazing-customer-experience-starts-with-your-ears/
Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough?
Many CX industry experts suggest that businesses should focus on CX practices that help them create a strong emotional connection with customers.
https://customerthink.com/5-key-lessons-about-emotions-and-customer-experience/
Customers today value their experience with a company a lot more than the product or service. Helpscout quotes McKinsey in their blog saying: 70% of buying experiences are based on how the customer feels they are being treated. It also ascertains that in 2011, 86% of consumers quit doing business with a company because of a bad customer experience.
https://customerthink.com/how-to-create-an-experience-that-customers-would-love-to-pay-a-premium-for/
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