We chat with BT Financial group's digital and customer analytics chief about the digital overhaul and analytics investments being made at the group
https://www.cmo.com.au/article/635560/how-digital-analytics-leader-striving-connected-customer-experiences/
In the B2B world, most tech buyers don’t want to dedicate a lot of time to purchasing decisions. Often, it’s just a necessary part of their job to help businesses run more efficiently and enable employees to work more productively with the latest technology.
This is fantastic for B2B marketers, because tech buyers often want to be brand loyal. It’s much easier to buy technology from a brand you trust.
So, if you provide a reliable product at a fair price and prove to be a genuine partner, you can drive more brand loyalty and greatly impact the bottom line. Easy enough, right? Well, not so much. There are several other factors that drive (and destroy) B2B brand loyalty.
http://www.chiefmarketer.com/build-destroy-b2b-brand-loyalty/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
There are a lot of things that impact customer experience—employee engagement, the online customer journey, the in-store atmosphere, and more. One area that is often overlooked but that has a tremendous impact on customer experience is leadership development.
https://www.forbes.com/sites/blakemorgan/2018/04/03/how-leadership-development-impacts-customer-experience/
World Vision Australia’s first ever CMO discusses why it’s vitally important to bring the consumer customer experience to charity marketing.
https://www.cmo.com.au/article/634422/cmo-interview-why-cx-martech-vital-charity-growth/
Getting fitted for a suit or purchasing clothes to one's preference are known to be best done in person. But a growing number of innovative retailers are finding ways to recreate these experiences online. These retailers use data to deliver personalization in a meaningful way. They are also not focused only on the purchase, but also on customer satisfaction after the purchase.
https://www.retailcustomerexperience.com/blogs/apparel-retailers-invest-in-online-experience-customer-satisfaction/
Positive and negative reviews can significantly influence the decision of a prospective new client.
With the potential for a negative experience to gain viral attention, one bad review can have damaging affects on a small or growing business. Because of this, it is imperative to establish a system to recover from poor service.
https://www.massagemag.com/recover-from-bad-customer-experience-88685/
Companies that have the strongest customer experiences often have the best leaders. Whether they are individual contributors, executives or customer-facing employees, they know what it takes to motivate and inspire others to create a positive experience. And it shows—customers can tell when an organization is focused on providing a great experience and that attitude is reflected in their people.
Here are the top 20 traits of customer experience leaders:
https://www.forbes.com/sites/blakemorgan/2018/03/30/the-top-20-traits-of-customer-experience-leaders/#65c4b7326fb4/
Businesses are often failing because they are not considering the customer journey. The best sales people provide an experience that informs and inspires a desire to purchase.
https://medium.com/swlh/4-ways-to-improve-customer-experience-more-sales-708fd1e2d191/
According to PwC, 73% of all people point to customer experience as an important factor in their purchasing decisions, just behind price and product quality. Yet only 49% of U.S. consumers say companies provide a good customer experience today. PwC’s most recent Consumer Intelligence Series: Experience is Everything surveyed 4,000 Americans from Gen Z to Baby Boomers and 11,000 customers from 11 other countries in Asia-Pacific, Europe, and Latin America.
https://www.forbes.com/sites/shephyken/2018/04/01/your-best-opportunity-for-growing-business-the-customer-experience/#238f717d3a3e/
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