The rise of new digital tools (like mobile, live chat, omnichannel support, self-service, social media) and a broad array of IoT devices (like activity monitors, beacons, smartwatches) and emerging technologies (like AI, AR, Machine Learning, VR, 3D printing and so on), has exponentially increased the number of customer touchpoints available to marketers.
On the other hand, chats, stories, and statistics grab today’s customer’s attention, and they get influenced by other people’s reviews and opinions and feel compelled to share their experiences of encounters with brands. Also, the customer experiences often trickle over from one industry to an entirely different sector, termed as “liquid expectations.” The rise of “always – connected” customers and their liquid expectations, has led to a common misunderstanding that businesses must rush to adapt themselves as “digital first.”
https://customerthink.com/reshape-customer-experience-by-leveraging-digital-trends-and-design-thinking/
With enterprise execs pondering IoT developments, the earliest winners seem to be in the areas of customer experience and supply chain management.
There is no shortage of hype around the Internet of Things (IoT), due in small part to the enormous potential it offers. But it’s going to take a lot of work to realize the promise. In this regard, manufacturers and distributors may be seeing the earliest signs of progress.
https://www.rtinsights.com/early-wins-for-iot-customer-experience-and-supply-chains/
With the explosion of social media feedback tools, there are now countless ways your customers can rate you what happened during their experience and how they feel about your organization, products and services.
Customer feedback is not a new concept. It is now much easier for the everyday customer to applaud your efforts – or voice their concerns – of your organization. The tools we use today are different and more democratized.
So here’s the question: what is your organization doing with that real-time customer feedback? And, more consciously, are you using those ideas, thoughts and suggestions to strengthen their experience with your organization? Are you using your customer’s feedback to spark innovation within your organization?
Here are five actionable items that can help you start using customer feedback to drive performance and innovation for your organization.
http://www.jbsa.mil/News/News/Article/1482219/five-ways-to-use-feedback-to-strengthen-your-customers-experience/
The global chatbot market is extremely consolidated with leading three companies namely Facebook, Google, and Microsoft that collectively held a stupendous 97.5% of the market in 2015, states Transparency Market Research in a new report. Being well-established and recognized, these three companies enjoy brand name and most consumers prefer their products and services.
https://opinioninvestor.com/chatbot-market-key-companies-strive-to-enhance-customer-experience-to-expand-user-base/270487/
A trio of industry experts who will be adding their voices to the upcoming CAFA Fashion & Retail Forum explain how artificial intelligence, the mobile marketplace and experiential shopping are poised to revolutionize the way we consume
https://www.theglobeandmail.com/life/fashion-and-beauty/fashion/the-next-frontier-in-consumerexperience/article38355832/
Supermarkets recognize that consumer shopping habits are changing, and they're working overtime to restructure themselves to meet the new demand for e-commerce. A panel discussion, at the recent ShopTalk conference at the Sands Expo Center in Las Vegas, offered an inside look at how some leading brands and retailers are adapting to this change.
While e-commerce presents new challenges for both retailers and brands, the transformation portends significant growth as e-commerce sales continue to expand.
https://www.retailcustomerexperience.com/articles/digital-transformation-a-reality-for-grocery-brands-retailers/
Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.
Let’s take a look at how they’ve experienced the Mopinion software thus far…
https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
Customers have their reasons to relate with a business. It could be the outstanding performance companies promise, their products or an extraordinary sales pitch that captures a customer’s attention. The reasons could be endless. But the same reasons can negatively impact their decision to be associated with a company. What’s more, they may not even notice that all the factors are making an impact on their judgement.
However, in most cases, customers say the decisive factors can be a product’s price, availability, easy purchase process and timely delivery. But are these truly the only factors they should consider when choosing a company for their services? Probably not.
Instead, they also focus on factors like trust. That’s right. They seek companies that focus on building strong relations with their customers on the basis of trust. Focus on making all your customer experiences positive. If you do, more people will be open to purchasing your products or services. Sound pleasant? Yes, it does. But to move towards creative positive experience; think of ways that help you build trust with customers. After all, how people perceive and interact with your business is vital to your company’s success.
Let’s take a look at the key components that help you enhance customer experience hassle-free.
https://medium.com/@sixvertical/trust-a-key-component-to-enhance-customer-experience-76db32c3636e/
Is customer experience an important search engine ranking factor? There are a number of different factors that go into how a website will rank on Google. For example, one is the number of links pointing at your site, and another is the makeup of the keywords that you choose to put on your page. But these are only two, and there are a whole range of other factors that determine how your site is going to rank for a certain keyword.
https://mopinion.com/how-improving-customer-experience-can-benefit-seo/
Improving the customer experience has become a key focus of all astute retailers. For providers of convenience services, much of the focus rests on integrating frictionless point-of-sale payment. Hence, one of the best-attended educational sessions at the recent National Automatic Merchandising Association show at the Las Vegas Convention Center focused on how payment technology innovations — namely mobile payments — are impacting customer expectations.
https://www.retailcustomerexperience.com/articles/mobile-payment-redefining-the-customer-experience-for-unattended-retail/
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