Using social media to deliver great customer service is no longer an option — it’s a must. Twitter reports that customer service interactions on social have jumped 250 percent in the past two years. Two-thirds of consumers are already using Twitter or Facebook for customer service. By 2020, Gartner predicts that 90 percent of brands will rely on social media in some capacity to manage their customer experience (CX) efforts.
https://marketingland.com/reminder-customer-experience-age-social-media-228945/
In fact, according to Forrester’s recently released U.S. CX Index, customer experience quality worsened across the board between 2016 and 2017, with brands losing an average of five points. Temkin Group has reported similar declines in its annual CX ratings. But businesses are investing more than ever in customer experience improvement efforts. So what’s going on? Why do ratings continue to drop?
https://www.mediapost.com/publications/article/310701/declining-customer-experience-is-great-for-your-bu.html/
Retailers know very well that this is the time of year to roll up their sleeves, get out of their comfort zone, and start thinking strategically about how to make the most of the upcoming holiday shopping season. But if you're looking to evaluate how well your business is capitalizing on this season, the real test will only come next year — when you start to see whether your 2017 holiday sales have brought in customers who are sticking around.
https://www.retailcustomerexperience.com/blogs/holiday-season-is-coming-want-a-second-date-with-your-customers/
Customer expectations are rising much faster than organizations’ capacity to meet those expectations.
The customer has awoken. For decades they have been comatose, anaesthetised by clever advertising and marketing aimed at pulling their emotional strings and directing them to buy substandard products and services at inflated prices.
https://www.cmswire.com/customer-experience/customer-experience-continues-to-get-worse/
NGDATA’s annual Consumer Banking Survey found that consumers have increasingly high expectations and demand exceptional customer service in exchange for their loyalty. This means that banks and credit unions must accelerate digital transformation across their organizations so that they have the tools to become fully customer centric. Consumers must be at the center of their entire architecture, and meet the raised expectations for service providers.
https://thefinancialbrand.com/68968/digital-banking-customer-experience/
If they want to evolve in the digital era, businesses need to create personalized experiences for customers and adopt a culture that focuses on the intended use of technology.
https://biztechmagazine.com/article/2017/11/why-customer-experience-key-digital-transformation/
If “the customer is always right” is the golden rule of customer service, then “treat each customer as an individual” should be the golden rule for brand marketing. Every consumer wants to feel as though the brands they support view them as a unique entity, rather than another customer identification number.
For years, brands were able to get by delivering mass communications and services to their buyers, but those days are gone. Today’s consumers want assurance that brands hear their unique voices, consider their original feedback, and deliver products and services that are tailored to their personal lifestyle needs.
https://thenextweb.com/contributors/2017/12/11/personalized-data-quickly-improving-customer-experiences/
For years, many marketers have focused on adding new customers with methods like social media, content and outbound interruption. Interestingly, the cyclical marketing winds of change are bringing a revitalized focus on existing customers. At HGS ― a business process management leader in optimizing customer experiences (CX) and increasing client competitiveness ― we are predicting tighter marketing and customer service alignment in 2018.
https://www.forbes.com/sites/forbescommunicationscouncil/2017/12/20/the-integration-of-marketing-and-customer-experience/#1e0c18501b8d/
At first glance, the headline may make you want to turn away. You’re already thinking: “I handle and treat customer complaints well and effectively. Why read another post on improving customer experience?”
You’re entitled to your assertion of course, but that doesn’t make it right. In fact, it’s more likely that your customers do not agree with you. According to Bain, 80% of companies say they deliver superior customer service, but only 8% of people think these companies deliver superior customer service. Consider some simple reasons why your customers may feel your your brand’s customer experience should improve.
https://customerthink.com/3-reasons-why-customer-experience-in-your-ecommerce-business-is-terrible/
For years, many marketers have focused on adding new customers with methods like social media, content and outbound interruption. Interestingly, the cyclical marketing winds of change are bringing a revitalized focus on existing customers. At HGS ― a business process management leader in optimizing customer experiences (CX) and increasing client competitiveness ― we are predicting tighter marketing and customer service alignment in 2018.
https://www.forbes.com/sites/forbescommunicationscouncil/2017/12/20/the-integration-of-marketing-and-customer-experience/#536d96591b8d/
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