Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.
http://www.customerexperienceupdate.com/?open-article-id=10519687&article-title=fundamentals-of-a-customer-first-strategy-for-every-industry&blog-domain=c3centricity.com&blog-title=c3centricity/
As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:
Expectations: What a person anticipates will happen during an experience.
Experiences: What actually happens to a person during an interaction.
Perceptions: How a person views an experience based on their expectations.
Attitudes: How someone feels about the organization.
Behaviors: How a person choses to interact with an organization.
https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
You’re overhauling your systems and looking for solutions to streamline how your business runs. Your goal is to make the jobs of your employees easier and find a way to wow your customers and improve their overall experience. You know you need a better quoting and proposal system, but you’re wondering, What is CPQ, and Is it right for me?
Think about the last time you went to the grocery store or out to eat at a restaurant. Did you quickly check your receipt before cashing out? Most likely — consumers want to feel confident they’re paying the correct amount when purchasing goods or services. You wouldn’t want to be overcharged, and you certainly wouldn’t want to leave the building without what you ordered. The same goes for your prospects and current customers. They want the process of purchasing from you to be streamlined, and most importantly, correct. It’s important they trust your sales team’s estimates, and they understand that if a mistake does occur, it can be fixed quickly and in real time.
https://smartercx.com/what-is-cpq-and-will-it-improve-cx/
According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
https://smartercx.com/can-on-premise-cloud-improve-cx/
When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.
CI meaning boils down to harvesting and analyzing information about customer behavior. It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. Importantly, this concept isn’t only about collecting the relevant data, but it’s also about harnessing that information to understand the customer’s needs, introduce improvements, and derive better results.
https://smartercx.com/ci-meaning-insights-into-customer-intelligence/
Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
Read the article for more information.
https://mopinion.com/heatmapping-tools-you-might-want-to-try/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
https://mopinion.com/state-of-customer-experience-cx/
Have you ever wondered why your users don’t interact with your product the way you were expecting them to? It might be because you may not understand how to use different psychology principles to design your products to elicit specific responses and actions from your users. Your customers are driven by emotions when they are looking at a website, wondering if they should buy a product or not. They are instinctively trying to establish a connection with the brand and, depending on what they see, they will either complete the purchase or not.
https://mopinion.com/guide-to-psychology-principles-in-ux-design/
Usability is all about presenting information and choices in a clear and concise manner that will ultimately gain the trust of your customers. Unfortunately, poor usability is quite common among online businesses. So common in fact that nearly 70% of businesses fail because of it. That is why usability testing is so critical in this day and age. Think of it this way, when you launch a website (or mobile app), you have no clue how your customers perceive the website. Is the content clear? Do they trust our brand? Do they know how to navigate? These are vital considerations that online businesses should be paying close attention to…
https://mopinion.com/best-usability-testing-tools/
A growing amount of companies are starting to realise that by attuning to their customer’s needs, they can grasp more opportunities for their own gain. One of these opportunities is the demand for mobile access to information regarding your company, be it regular company details or entire webshops.
https://mopinion.com/mobile-development-tools-an-overview/
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