At a recent tech conference in Silicon Valley, an overheard remark from a participant captured the uncertainty around the concept of customer success: “Not sure I know many companies trying to achieve ‘customer failure’!”
It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Customer-Success-Takes-Engagement-to-the-Next-Level-125078.aspx/
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/
STORIES of businesses leveraging technology to boost efficiency have prompted customers to develop higher expectations from the brands they engage with.
More than anything, customers expect a seamless journey and a personalized experience when they interact with a brand.
Identifying customers’ expectations and delivering on those expectations, is undoubtedly an integral part of business, especially now, in the digital age.
http://techwireasia.com/2019/12/cvs-directs-its-digital-journey-towards-elevating-customer-experience/
We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
What separates those brands that deliver great customer experience from the rest? What qualities are consistently present and what can we learn from them?
https://www.mycustomer.com/experience/engagement/four-qualities-consistently-found-in-brands-that-deliver-great-cx/
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/
I don’t want to be a buzz kill, or the bearer of bad news, but if you’re just setting out on a customer experience career journey, understand that it is not for the complacent, nor the satisfied. This is the career for those who must motivate themselves and others to constantly and consistently top what has been done previously.
https://smartercx.com/future-cx-leaders-think-of-customer-experience-as-a-magic-trick/
B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives.
https://www.mycustomer.com/experience/loyalty/have-b2b-companies-lost-control-of-the-customer-experience/
For the past several years, we've been telling our clients that by 2020, providing a seamless customer experience will be more important than price or the product itself. Most consumers are willing to pay a few more dollars or sacrifice minor product features for the simplicity of a well-constructed, thorough customer experience. Today's customers gravitate toward companies that not only recognize their problems but provide a simple solution and personalize their experience along the way.
http://forbes.com/sites/forbesagencycouncil/2019/12/27/how-to-analyze-your-customer-experience-to-grow-your-business/#2157787a45a4/
Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
https://www.mycustomer.com/experience/engagement/how-to-ensure-your-customer-experience-training-programme-is-a-success/
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