The customer experience (CX) movement has always declared that businesses will benefit by designing experiences around their customers. Now, more than ever before, organizations are understanding the importance of CX on the bottom line and are implementing experience management programs. These companies are willing to invest because they have faith that doing so will pay dividends.
http://customerthink.com/three-essential-strategies-for-providing-financial-return-on-customer-experience/
Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience.
https://www.forbes.com/sites/adrianswinscoe/2018/05/30/how-the-emerging-workforce-ecosystem-will-impact-customer-experience/#21e318e6116d/
Companies are increasingly turning to automated solutions to navigate the demands of quality customer experience transactions. However, this new communication era is also leading to stricter compliance requirements associated with customer information.
https://www.theceomagazine.com/business/innovation-technology/why-compliance-and-customer-experience-are-vital/
To stay relevant today, brands must look beyond the 4Ps of marketing (place, price, promotion and product) and consider how they can better satisfy customers’ needs and expectations.
In addition to generating positive word-of-mouth and improving brand image, customer experience (CX) now plays a vital role in attracting and retaining customers. According to an Accenture report, almost half of Singaporeans (48 percent) are frustrated with companies that fail to deliver relevant, personalised shopping experiences. Among these consumers, 45 percent will choose to switch companies. This highlights an urgency for brands to improve CX. How, then, can brands ensure that they are truly differentiated from their competitors?
https://www.enterpriseinnovation.net/article/7-ways-retailers-could-boost-customer-experience-tech-59147065/
Good customer service is the most highly valued attribute at both direct banks and multi-channel banks, according to a survey by Forrester Research of more than 110,000 consumers.
“A lot of the research Forrester does actually shows that customer experience leaders are growing revenue at a much faster rate than their peers,” said Alyson Clarke, principal analyst and a co-author of the report "The US Banking Customer Experience Index, 2018 -- How US Banks Earn Loyalty With The Quality Of Their Experience."
https://www.forbes.com/sites/tomgroenfeldt/2018/06/22/great-customer-experience-in-banking-can-be-worth-millions-forrester/#3690231d5283/
A new report released today finds that technology is becoming an increasingly integral part of shopping and dining experiences for Americans, and in turn, technology successes and failures are seriously impacting whether consumers return to a store or restaurant.
https://www.businesswire.com/news/home/20180627005326/en/Tech-Savvy-Retail-Restaurants-Raising-Bar-Customer/
Liberty Global is working with Cisco on a project that is designed to transform the pay TV operator’s customer service experience across Europe, the Middle East and Africa.
https://www.digitaltveurope.com/2018/06/26/liberty-global-taps-cisco-for-customer-experience-transformation/
Retail stalwart House of Fraser announced it is closing its doors at several locations across the country, while Poundworld entered administration.
It’s not just retailers abandoning the high street.
Recent research from consumer group Which? revealed banks and building societies closed an average of 60 branches per month between 2015 and 2016.
This news begs the question – how important are branches to a bank’s efforts to secure customer loyalty?
https://www.ftadviser.com/your-industry/2018/06/26/customer-experience-the-key-to-uk-bank-branch-survival/
Personalizing customer experience is one of the most exciting opportunities for companies in 2018. But how do we accomplish this? What does this mean?
To understand how to optimize and personalize customer experience we have to understand what each of these means. Customer experience is every single touchpoint a customer has with your brand. This is them browsing your website, going on your social media, watching a video, engaging with an employee, it includes everything: all interactions, anything someone can do with your brand.
http://customerthink.com/improving-customer-experience-for-brands/
There’s a reason that business experts say to “work on your business, not just in your business.” (A book on this subject that I’ve enjoyed is The E-Myth Revisited, by Michael Gerber.) Nowhere is this more true than in the design and execution of customer experience, customer service and customer support; here, even a little effort spent re-thinking how you go about your work can make all the difference in how well that work goes, and how well it’s received by customers, as the following examples, from three diverse businesses, should make clear.
https://www.forbes.com/sites/micahsolomon/2018/06/24/how-3-businesses-improved-the-customer-experience-by-working-on-their-businesses-not-just-in-them/#16c2dffc4440/
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