Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business.
https://www.peoplemetrics.com/blog/how-to-turn-customers-into-your-promoters/
It's no surprise that greater employee engagement leads to better customer experience (CX). It makes intuitive sense and data proves the point. The Temkin Group, for example, has reported that companies with stronger financial performances and better CX have employees who are considerably more engaged than their peers. Not as well-known, though, is that superior CX requires more than general employee engagement.
https://www.forbes.com/sites/deniselyohn/2018/04/18/the-secret-to-superior-customer-experience/#417403c91f2c/
Customer experience. I am sure you’ve discussed improving your CX at least once this year—and if you haven’t you probably should. The truth is, 2018 is the year of the customer experience and customer satisfaction. Why? According to Salesforce, 75 percent of consumers expect a consistent experience wherever they engage and 87 percent of consumers think brands need to do more to provide a seamless experience.
https://www.forbes.com/sites/danielnewman/2018/04/25/4-technologies-driving-the-future-of-customer-experience/#535471ec3089/
A big part of charging more, earning more and attracting more customers comes down to trust. Can your customers trust you to reliably provide what they want? If they can, they will buy from you. If they can't, they won’t.
https://www.entrepreneur.com/article/272368/
People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It's also been well over a year since "mobilegeddon," when Google updated its algorithms to penalize websites without mobile counterparts.
With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers -- any time, anywhere.
https://www.entrepreneur.com/article/281269/
You are not your customer.
Some entrepreneurs struggle to understand and work within this concept. It’s not too surprising, really. Successful entrepreneurs are passionate, motivated people who focus on what they want to happen. They then strive to transform their vision into reality.
https://www.entrepreneur.com/article/281241/
No company wants to receive complaints about its products or services, but when this does occur, it is important that the firm gets to the bottom of the problem.
http://www.omegascoreboard.com/news/customer-experience-roi/using-feedback-to-improve-customer-experiences/
“You’re a good old horse,” the cowboy drawls, “even though you’re not the fastest ride in the barn. And sometimes, though I hate to mention it, your gait can be uneven. And…”
Finally, the horse has to interrupt: “Dude! I said feedbag, not feedback!”
https://www.forbes.com/sites/micahsolomon/2016/04/04/your-companys-survival-depends-on-the-right-customer-experience-feedback-heres-how-to-get-it/#5be596637eef/
The fight for customer loyalty is fierce these days and with the ever increasing focus, many brands are taking a closer look at how they can compete to win the heart-share, mind-share, and of course, “purse-share” of their audiences. As they focus on elevating their customer experiences and finding their advantages in an ever more competitive marketplace, several businesses look to data—such as customer feedback—to help them in the battle of customer attraction, retention, and recommendation.
https://www.huffingtonpost.com/entry/4-ways-to-make-the-most-of-your-customer-experience_us_5953fdbbe4b0f078efd986ec/
Next is exploring how it can more effectively target customers online and offer more personalised products and services.
https://www.marketingweek.com/2018/03/23/next-increases-online-investment-as-high-street-stores-continue-to-suffer/
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