With only months remaining before the General Data Protection Regulation (GDPR) comes into effect, it is dominating the news agenda and is a top priority for businesses. From retailers to charities and the manufacturing industry to financial services, the impact of GDPR will affect every organisation that handles customer data and will be far reaching. Indeed, it has the scope to change the face of marketing completely.
http://www.information-age.com/will-gdpr-improve-customer-experience-consumers-123470312/
Retail at times feels like it has a monopoly on press mentions for being in a state of flux and turmoil — and there's good reason for that. Yet the issues facing the retail space aren't contained there. The larger implications move across industries and they're driven mainly by the customer. We marketers often forget that customers aren't siloed; a retail shopper also stays at hotels, books airline travel, signs up for credit cards and much more.
Retailers, hotels, airlines, banks and grocers are trying to better align and overcome the challenges of providing service at scale. Here's how this can be accomplished.
https://www.marketingdive.com/news/why-brands-must-scale-service-and-experience-to-meet-customer-expectations/515940/
Now, more than ever, a customer’s relationship with certain brands is relying on the CX. Marketing professionals are responsible for this relationship between customer and brands, that’s why it’s obviously their job to take care of the CX. There’s a good number of reasons why CX is so important in data-driven marketing, and here are a few of them:
https://customerthink.com/why-customer-experience-is-an-integral-part-of-data-driven-marketing/
Whenever I hear about an organization with a "chief customer officer," my first thought is, "well, shouldn't that be everyone's job?"
It really should, and maybe that will help what appears to be an increasingly dire situation. A recent study by Forrester Research states that the average customer experience (CX) is getting worse, not better. "The data also shows that trust in companies has dropped precipitously," according to a report in Marketing. The report urges companies to engage their employees more intimately with the CX process, and even make it "an internal disruptive force" within the organization, with plenty of corporate culture consideration. "CX teams have implicitly covered culture change in the past, but it’s becoming more enshrined in their roles. That’s because the CX skill set transfers well to employees."
https://www.forbes.com/sites/joemckendrick/2018/02/24/enterprises-seek-to-sharpen-their-customer-experience/
Adobe and Econsultancy have released a new report that covers the key differences between Asia Pacific (APAC) marketers and their North American and European counterparts when it comes to adoption of artificial intelligence (AI) and investment in digital skills.
Notably, the report found that APAC marketers are focusing on making the experience as personalized and relevant as possible, while the main focus for North American and European respondents is on making the experience as valuable as possible.
https://www.enterpriseinnovation.net/article/apac-marketers-focused-personalized-relevant-customers-experience-1662569438/
Do you know where your customer data is?
If you’re like many marketers, your customer data is split across multiple systems and databases. In a Harvard Business Review survey, only 13% of executives had a unified view of their customer with a single source of customer intelligence to integrate the entire customer journey.
https://www.martechadvisor.com/articles/data/unifying-your-view-of-the-customer/
Consumers are gradually starting to ignore sales pitches and tune out the invasive marketing methods that many businesses still employ regularly. And subsequently, these changes have made way for a new method of bringing in new customers – inbound marketing. Inbound marketing has recently become a very popular method of marketing among digital-first businesses, especially in terms of content marketing – which is considered a subset of inbound marketing. As a result, many content and inbound marketing tools have since been developed to make these strategies more efficient.
https://mopinion.com/top-27-content-and-inbound-marketing-tools/
Simplicity is a basic tenet of customer experience, but it is often overlooked in favor of a company’s outdated rules or procedures. Doing simple better means aiming for the fewest clicks (or taps) possible to complete a digital task, allowing a customer to easily talk to a human being on the phone if they need to, and writing legal terms and conditions in language customers can understand.
https://www.forbes.com/sites/dangingiss/2018/03/21/how-to-do-simple-better-in-your-customer-experience/#8ab7c737204b/
A modern business understands the importance of offering a seamless customer experience. However, consumers tend to be more demanding nowadays. This brings out the challenge of optimizing your customer journey to ensure that you’re offering a successful multi-channel approach.
A successfully optimized customer journey can help your company meet the customers’ demands and meet the key objectives. This can only be achieved by having multiple teams working towards the same goal.
https://www.clickz.com/bring-marketing-sales-together-optimize-customer-experience/213687/
BrightEdge, a leader in enterprise SEO and content performance marketing, made these startling observations related to the role of AI in their recently released report, titled, 2018 Future of Marketing and AI Survey.
https://martechseries.com/content-marketing/content-marketing-content-marketing/ai-powered-personalization-drives-great-customer-experience/
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