eringilliam: customer-journey*

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  1. If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
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  2. Building a great product or solution is essential, but a company won’t go very far if it can’t provide a robust customer experience. With 73 percent of clients worldwide indicating that it’s an important factor in purchasing decisions, businesses have to ensure excellent customer experience to not only meet demand but also keep up with the competition.

    Companies also need to understand that expectations and demands are high. People care about having access to instant, consistent, and contextual conversations with customer support teams across several channels. As such, it’s imperative that they’re available on channels customers already trust and enjoy.
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  3. 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.
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  4. Artificial Intelligence (AI) has caught everyone's attention in recent years, mainly because of its disrupting nature which gives it enormous potential with countless applications.

    Among the many possibilities that AI promises, customer experience (CX) is an area that offers immense opportunity for organisations to differentiate.
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  5. Infiniti Research, a world-renowned market intelligence solutions provider, has announced the completion of their latest list blog on the top five fundamental principles to build a strong customer experience.

    Building an excellent customer experience is an important step toward success, regardless of the industry in which you operate. Organizations in different sectors are investing their money, time, and efforts into improving their customer experience management. Anything and everything a company does is to enhance the customer’s perception of the brand. Hence, customer experience management includes everything starting from the message you use, the products you sell, the sales process, and after-sale services. In this blog post, we’ll take you through the top five fundamental principles to build a strong customer experience.
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  6. 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…
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  7. 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.
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  8. 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.
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  9. 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.
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  10. Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming “A man with a hammer”: Always adopting the “Serve Customers Better” approach to try to solve every CX problem their respective clients or companies face. The Conventional CX is just service-in-disguise. It’s merely an expanded version of ‘service’ or customer interaction management (CIM). It is not a Real CX.
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Mopinion: The Leading Customer Experience Tool

Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.