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/
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/
As we continue to understand the entire customer journey and how customers interact with brand we need to understand the importance of brand perception, the intersection with customer experience and marketing and advertising channels. This is not a new concept, but now we have the ability to take a holistic view of this ecosystem: leverage technology, marketing automation and analytics to understand, visualize and determine the overall impact to the business.
https://which-50.com/how-brand-customer-experience-and-technology-all-tie-back-to-digital/
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/
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/
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/
Auriga, an expert software R&D and IT outsourcing services provider, has once again earned its place among the most innovative, responsible, and dedicated outsourcing companies in the world and enjoyed additional distinction for the sustained excellent performance it has demonstrated for over a decade.
https://nulltx.com/auriga-among-top-companies-for-innovation-and-customer-experience/
There are often two camps when it comes to customer experience: those who think automation and technology is the future, and those who think humans will still perform every task. However, perhaps the most likely scenario is one championed by David Clarke, Global CxO & Experience Consulting Leader, Digital Principal at PwC, who believes future success in customer experience comes from a combination of people plus technology.
https://www.forbes.com/sites/blakemorgan/2018/05/14/the-future-of-customer-experience-people-plus-technology/#41c4e9f31bc1/
Chatbots are a simple and fun way to help shoppers find what they are looking for and enhance their online customer experience. Thanks to recent advances, web developers are now creating chatbots that are ever-more human, aiding the flow of communication by recognizing verbal patterns and interpreting non-verbal signs.
https://www.cmswire.com/digital-experience/what-comes-next-for-chatbots-and-customer-experience/
Retailers concerned about the future of customer experience should be paying close attention to emerging markets, whose quick embrace of new technology offers mature market brands a unique chance to watch, learn and implement change – with little risk.
Jacob Younan, Associate Director, Global Solutions, LoyaltyOne
https://www.colloquy.com/latest-news/watch-and-learn-emerging-markets-experimental-technologies-and-the-customer-experience/
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