Customer experience measurement has reached mainstream acceptance. But one of the most hotly-debated questions when discussing customer experience measurement remains: “What Customer Experience metrics should I measure?”.
https://www.iperceptions.com/blog/most-important-customer-experience-metrics/
I write this post to not just sound the alarm, but to stimulate some useful discussion about why CX is failing, and what to do about it.
To start off, I’ll share what learned from a discussion with Paul Hagen, a former Forrester CX analyst now head of Customer Experience & Innovation Strategy at West Monroe Partners. Like me, he’s worried about CX’s future, wondering “when with the term go away” as executives “focus on the next shiny object.”
http://customerthink.com/an-inconvenient-truth-93-of-customer-experience-initiatives-are-failing/
Today’s consumers expect instant, automatic, and correct results – every time. Don’t believe me? Go read reviews for your last purchase and I am willing to bet that there are some negative reviews on there about time to delivery, quality, or the return process, etc. We have turned ourselves and future generations into savvy and high-standard consumers. We want it now and we want it for cheap and only the best quality. Too much focus on the front-end delivery will lead to a failed satisfaction. Today’s CX standards are more than just a notification that the missile COULD be inbound. We expect to know where exactly it’s going to impact, when it’s going to hit, how big it is, and we expect to be told immediately if it’s not going to happen.
http://customerthink.com/what-we-learn-from-one-click-cx-its-pitfalls/
Over the last fifteen years, many corporations have embraced the goal of creating a superior Customer Experience. The principle is powerfully intuitive – customers that have an emotional attachment to your brand or products will buy more and build a reputation that attracts more customers.
The promise of growth and competitive advantage is so enticing that large investments have been made despite a weak business case for an attractive return. All CX gurus state that a connection to the company bottom-line is important, but few discuss the hard details on how to do that. The current business case for CX rests on weak correlation analyses.
http://customerthink.com/customer-experience-will-be-a-fad-without-a-better-business-case/
Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow?
The beauty of asking these two questions is that the answers can lead you to existing technology.
https://www.huffingtonpost.com/entry/changing-the-customer-experience-new-thinking-not_us_5a4c55dfe4b0df0de8b06e10/
What does the future of CX look like? That was the question asked by CMO.com shortly before the new year. The result is an impressive list of predictions offered by some of the brightest minds working to make the future of CX a reality today.
http://www.briansolis.com/2018/01/future-cx-look-like-promising-predictions/
The internet and social media have made customers more networked and connected than ever, and their influence is continuously increasing. When considering a purchase or vetting a new vendor choice, most consumers turn to that brand’s customers, particularly friends or family, to hear about the experience. If their best friend had a brand experience above and beyond the rest, that prospective customer will likely sign up themselves. Brands are now even calculating Net Promoter Scores (NPS) to gauge their customers’ loyalty and willingness to recommend their products and services, and using it as a KPI of their marketing and customer experience management programs.
https://customerthink.com/5-keys-to-humanizing-the-digital-customer-experience/
The “customer experience’ bandwagon marches on with a new Toolkit 2018 survey from researcher WARC saying that 53 per cent of brands and 58 per cent of agency respondents reckon it’s the key to “digital transformation.” All of which helps the big consultancies more than agencies as they compete for client budgets in a period of low sales growth, fragmented communications and commoditised products.
https://www.moreaboutadvertising.com/2018/01/customer-experience-is-the-new-marketing-battleground-says-new-warc-survey/
In this report, HGS will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19.
https://www.prnewswire.com/news-releases/the-top-10-customer-experience-trends-in-2018-300583361.html/
With the help of LEGO bricks, Stefan Thomke helps business executives discover how design principles can serve as building blocks to create a great customer experience.
http://www.forbesindia.com/article/harvard-business-school/how-to-design-a-better-customer-experience/49097/1/
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