Have you ever had a flight get cancelled for no reason? Landed in your destination but discovered your bags were at another airport? Have you been booked in the wrong hotel room?
These are all common experiences in travel, and they can be frustrating for travelers.
People love to travel for fun, work or adventure, but they are often faced with less-than-stellar experiences. What modern travelers really want are personalized experiences they can control. There is a big opportunity for innovation in travel, especially with new customer experience technology.
https://www.forbes.com/sites/blakemorgan/2018/08/16/10-examples-of-customer-experience-innovation-for-travel/#6bcf81042805/
When I think of a hospital I think of fear and bad vibes. Patients are afraid of staff, and staff are scared of being sued. We think of aloof doctors and under-appreciated administration. Vulnerable patients are abrasively stuffed into a system that doesn't want them there.
The hospital that morphs itself into a luxury hotel, now that's something to think about. It all comes down to innovation and customer experience.
Here are 10 examples of customer experience innovation that transform the hospital to be more like a luxury hotel.
https://www.forbes.com/sites/blakemorgan/2018/08/21/10-examples-of-customer-experience-innovation-in-healthcare/#70466e5171ec/
Previously I have spoken about increasing online sales with customer feedback and focussed on collecting the right feedback, at the right place in the funnel. It is also vital to fully analyse this data to get the most out the feedback and uncover the best insights, to really optimise your online ordering funnels.
Here are my top 10 tips on how to better analyse feedback and use it to drive online sales...
https://mopinion.com/10-tips-to-improve-effective-customer-feedback-analysis-and-drive-online-sales/
Consumer insights have moved on from just supporting data for product improvement to being a core part of the strategic agenda at consumer-centric firms. As per market research, consumer insights have now become a top priority for as much as 80% of executives of large consumer products organizations. Consumer insights are key to understanding customer experience that enables marketers to direct and plan their product and marketing mix.
https://www.customerexperienceupdate.com/customer-experience/?open-article-id=13846160&article-title=guest-post--10-ways-consumer-insights-help-improve-the-customer-experience&blog-domain=hyken.com&blog-title=shephyken/
As companies pour money into generating the seemingly elusive “word-of-mouth marketing,” it’s not just about celebrities and other influencers. Focusing on a great customer experience can result in fewer customers leaving a business and, perhaps more importantly, more customers advocating to their friends and families on a company's behalf.
https://www.forbes.com/sites/dangingiss/2018/08/16/11-customer-experience-experts-heres-how-to-get-customers-talking-about-your-company/#2a5f4bf526a5/
Augmented reality (AR) is offering the opportunity for marketing professionals to interact with their customers in a whole new way. It engages them and creates a completely new user experience that can enhance your product offering.
https://thenextweb.com/contributors/2018/06/01/14-ways-augmented-reality-is-affecting-the-customer-experience/
Providing great customer service is a challenge for many businesses today.
Companies like Amazon and Zappos have raised in the bar in terms of what customers expect, and there are an increasing number of tools and technologies that businesses people can use to improve their support.
So, I asked 14 customer service and customer experience experts this question:
What's the biggest customer service challenges today's companies are facing and how can they overcome it?
Here's what they said...
http://blog.sagecrm.com/detail.php?id=27782/14-experts-on-the-biggest-customer-service-challenges-faced-by-businesses-today/
Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience transformation a priority.
For those who have made CX a priority, the customer and business imperative of enabling and consistently delivering "digital-first but not digital-only" multichannel experiences means that to effectively transform the customer experience, it’s important to also focus on digital transformation.
http://forbes.com/sites/forbescoachescouncil/2020/01/07/14-ways-to-enable-digital-customer-experience-transformation/#1c0a97bd72e7/
Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference. Some exceptional firms are going all-out and competition dictates others will either catch up or fade away. Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game.
http://customerthink.com/2018-customer-experience-trends/
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.
http://customerthink.com/3-big-themes-from-the-most-dedicated-cx-experts-in-the-world/
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