Oracle’s Antony Welfare explains why customer experience offers retailers the biggest competitive advantage.
Your customers have unprecedented power, information and choice at their fingertips. As a result, their expectations are higher than ever.
These modern customers – many of them millennials with a mobile phone moulded to their hand – expect the same retail experience, regardless of where their interaction takes place. Whether it’s online, in store, on your mobile app or socially.
https://www.retail-week.com/retail-voice/the-retail-customer-experience-of-the-future/7027916.article?authent=1/
"Fine" can have as many meanings as there are days. So how do you know how customers really feel?
https://www.cmswire.com/digital-experience/no-really-my-customer-experience-was-fine/
Have you been handed the reigns of the Customer Experience program at your company and have no idea where to start? Need to radically overhaul your existing program in a hurry? Here is a list of steps to get rolling in your first 100 days.
https://customerthink.com/a-quick-start-guide-to-the-first-100-days-of-your-cx-program/
For any knuckle-draggers out there, CX isn’t just some Millennial, hipster, spiced chai latte, altruistic, fluffy nonsense. McKinsey research found that companies who provide a superior, low effort experience realised a 10-15 per cent increase in revenue and a 20 per cent increase in customer satisfaction. More satisfied customers are easier to rebook and upsell. Greater numbers of advocates provide powerful, free promotion. Businesses become more competitive and staff become more engaged in a positive working environment.
The upsides are obvious – and yet the evidence suggests that the experience of the exhibitor is far from positive. There could be many reasons – here are just six.
http://www.exhibitionworld.co.uk/2018/01/08/rising-challenge-cx/
Here are all the ways Amazon is investing in improving the experience in the form of retail delivery innovation. It’s no wonder that Amazon ranked number one in overall customer experience according to ForeSee's new Retail CX Rankings.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/01/04/how-amazon-is-investing-in-customer-experience-by-reimagining-retail-delivery/
This article explores both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each.
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=7639348&article-title=customer-experience-mapping--how-to-create-smoother--more-effortless-journeys&blog-domain=comm100.com&blog-title=comm100/
The irony of technology is that it’s often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus. Examples I’ve heard recently include: “You’ll have to log-in to our other site” or “That mobile app isn’t available for the type of account you have” or “That went to the fax machine at our national site”. Is it possible to prevent most of these customer experience hassles?
http://www.customerexperienceupdate.com/?open-article-id=7674782&article-title=solving-system-silos-for-customer-experience-excellence&blog-domain=clearactioncx.com&blog-title=clearaction/
"Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends, and labels 2018 as "The Year of Humanity."
Every year, Temkin Group highlights one theme that it sees as being particularly important for the customer experience community. In previous years, the focus has been on Empathy, Employees, Emotion, and Purpose."
https://www.prnewswire.com/news-releases/temkin-group-releases-annual-list-of-customer-experience-trends-and-labels-2018-the-year-of-humanity-300574197.html/
Personalisation is a cornerstone of delivering relevant and real-time experiences to customer that count. In our latest Food for Thought series with leading marketers, we asked three brands: What does personalisation mean for your marketing mix and how does it drive better customer experience?
https://www.cmo.com.au/article/631127/how-aussie-brands-bringing-personalisation-into-cx/
Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up from their perspective.
https://www.business2community.com/customer-experience/customer-experience-value-creation-01982920/
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