Cultivating confident and loyal consumers in the digital age is dependent entirely on eliminating hassle. As evidenced with digital disruptors like Casper’s “fold em’ and deliver em’” mattresses or the lifestyle musings of Away’s expertly crafted luggage, today’s successful brands are identifying what makes their customers tick, and transcending their immediate needs. In many ways, these brands are expertly creating their own microcosmic culture—one where the combined appeal of convenience, luxury and knowledge is at arm’s reach, all thanks to a brand’s expertise.
https://www.psfk.com/2018/06/customer-experience-innovation-key-trends.html/
The businesses that are best loved by customers tend to be ones that make them feel smart, competent, in control. This comes about thanks to thoughtful (read: easy to use) design choices, thoughtful hiring and training of employees, and other deployment of human effort, engagement, and judgment to make things easy for a customer-and difficult for a customer to make a mistake or suffer embarrassment.
https://www.inc.com/micah-solomon/does-your-customer-experience-make-customers-feel-stupid-heres-how-to-make-them-feel-smarter.html/
Several studies have shown that customers prefer to find answers and information online before contacting a help desk via the phone, or email. The reason is not that people prefer to interface with computers -- but that computers are instantly available; very patient, and sometimes more knowledgeable.
https://www.zdnet.com/sponsored-article/a-better-customer-experience-through-innovative-support-automation/
We’re looking for the first members of our customer experience team to build a brand new business and completely change an industry with us. We are a startup creating an iconic brand in insurance* for modern consumers and this is the team that is responsible for doing it.
The Customer Operations Associate will be the single most important part of our company and will be critical in achieving this mission. They will provide customer care, and in their responses to inbound calls, web chats and email communications turn customers into passionate evangelists.
https://hypepotamus.com/jobs/jetty-atlanta-44-customer-experience-lead/
Most senior business leaders understand the strategic importance of customer experience (CX). They recognize that providing great experiences has become a key means of differentiation and a primary driver of competitive advantage.
To provide great customer experiences, marketers and CX leaders must understand what specific aspects of experience their customers value most. The results of a recent study by PwC provide several valuable insights on this critical issue.
http://customerthink.com/decoding-the-vital-attributes-of-great-customer-experiences/
According to the Forrester report: Predictions 2018, A Year of Reckoning, customers’ expectations will outpace the ability of companies to evolve or invest in experiences this year
https://www.technative.io/five-ways-technology-will-improve-customer-experience-in-2018/
Talkdesk, the enterprise contact center platform and fastest growing Contact Center as a Service provider, announced that Ixia, a Keysight Business and leading provider of testing, visibility and security solutions, will replace the company’s current contact system with the Talkdesk Enterprise Contact Center Platform. Facing significant cost obstacles to upgrade their on-premise hardware, Ixia will leverage the value and flexibility of Talkdesk’s contact center as a customized service solution that will help meet their global customer service needs.
https://martechseries.com/sales-marketing/ixia-keysight-business-selects-talkdesk-power-customer-experience/
There’s no shortage of stories about how millennials are carving their path through the workforce, to how they’re influencing tech, and their impact on the economy.
Over the past several years, we’ve seen a steady rise in what’s been dubbed the “experience economy” and this can certainly be attributed to the buying power of millennials. Millennials are known for doing things a little differently and how they shop is certainly no exception.
http://customerthink.com/4-ways-to-stay-ahead-of-millennial-expectations-with-customer-experience/
When thinking about innovation, don’t just think of technology. Consider the customer experience.
“It’s about the connection,” Nicholas Webb said during a keynote address at CU Direct’s Drive 18 Conference Thursday in Grapevine, Texas. “It’s the way we understand our customers.”
http://news.cuna.org/articles/114293-innovation-includes-the-customer-experience/
Customer experience personalization is powerful stuff. It can transform a generic customer interaction into one that will leave the customer engaged and enthused about doing business with your company again. There are two reasons that a personalized customer experience is so powerful: practicality–the empirical value to the customer of having an experience tailored to who they are and what they’re looking for–and psychology: the warm feeling that flows over a customer when they are properly recognized and catered to as an individual, rather than as part of the teeming mass of consumers.
https://www.forbes.com/sites/micahsolomon/2018/06/05/personalization-and-omnichannel-bringing-retail-customer-experience-full-circle-and-then-some/#18f7bd847f6b/
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