Stuart O’Neill, head of SAP Hybris Australia and New Zealand, explains why digital customer experience (CX) must be a company-wide mandate in order for brands to continuously improve interaction across every touchpoint.
http://www.bandt.com.au/marketing/digital-customer-experience-needs-move-beyond-marketing/
For the sixth year in a row, job satisfaction has improved in the US, surpassing a 50 percent satisfaction rate since 2005. Despite overall satisfaction, there are areas that increasingly prove problematic for employers, such as promotion policies, performance review processes, and internal recognition. Unsatisfied employees aren’t typically pushing out the best qualities of their employer, leading to problematic external situations.
http://customerthink.com/why-employee-happiness-customer-happiness/
Digitalisation seems to be transforming businesses across every industry. It is an actively discussed topic around the world and widely included in the strategies of companies, institutions, and societies. However, after the financial crisis in 2008, while other industries have been concentrating on how to build their businesses in the digital age, financial services have been concentrating on survival, correcting internal processes, and adapting into the tightening regulatory environment to avoid similar crises in the future.
http://www.bobsguide.com/guide/news/2018/Feb/7/why-every-asset-manager-needs-a-digital-customer-experience/
We are currently in the midst of a very unusual situation. The ongoing global crisis has left many companies searching for ways to attract new customers while also holding on to existing ones. This situation has – as a result – means that now is a more critical time than ever for these same companies to distinguish themselves from the competition. Just recently, we had a video call with CRO specialist Martin van Kranenburg to discuss conversion optimisation in 2020, how this will be affected and what businesses can do to stay ahead.
https://mopinion.com/why-feedback-is-essential-to-your-cro-strategy/
It won’t come as surprise for you to hear that mobile phone usage has been increasing over the past decade. With the launch of the iPhone and other modern smartphones hitting the market, much of the population now expect to be able to do many everyday tasks through their mobile devices.
https://mopinion.com/why-important-to-have-a-responsive-website-infographic/
Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive way. And what’s interesting is almost 83% of consumers say they would be more loyal to a brand if they knew that brand would act on their feedback and make improvements.
https://mopinion.com/listening-to-the-voice-of-the-customer/
Marketing’s goal used to be pretty straightforward: build a pipeline of qualified leads to hand over to the sales team. The model changed a little bit depending on the audience and the vertical, but essentially marketing material and actions, from awareness level to consideration, were used to build a pipeline.
https://www.cmswire.com/customer-experience/why-marketing-needs-to-drive-the-entire-omnichannel-customer-experience/
When it comes to customer expectations, it is no surprise that with all the latest tech-leaning us towards instant gratification that millennials have higher expectations for customer experience. This is mostly due to instant gratification with mobile and email notifications from brands.
A recent report from Adobe surveyed 1,500 U.S. adults regarding preferences and expectations for digital experiences in the retail, travel & hospitality, media & entertainment, and financial services industries and found that expectations for customer experience are much higher coming from the millennial age group than ever before.
https://www.forbes.com/sites/nicolemartin1/2019/03/26/why-millennials-have-higher-expectations-for-customer-experience-than-older-generations/
With 80 percent of Americans owning smartphones, QSRs must prioritize mobile marketing. The once-anonymous customer relationship is now one that can be managed. But why does downloading a mobile app for a fast food restaurant matter? We’ll dive deeper here, says, Christopher Hansen, Chief Operating Officer, IgnitionOne.
By now, awareness of Burger King’s simple yet brilliant marketing campaign to geographically conquest their arch rival (pun intended) McDonald has made it to mainstream media. Capitalizing on a few basic tools at their disposal—their newly launched app, geo-location data and a not-to-be-believed promotional price point of $.01 for a Whopper (if you were within 600 feet of a McDonald’s)—they were able to drive well over 1 million downloads of their app at relaunch. Cool stunt. Great success. But why does downloading a mobile app for a fast food restaurant really matter?
https://www.brandknewmag.com/why-mobile-apps-are-key-for-the-customer-experience/
As any retailer knows, in today's society, the customer is always right; and is increasingly more demanding in terms of what they expect when making purchase decisions. The customer now wants to be able to start, continue and complete their purchases anytime, anywhere and anyhow. Our online society facilitates purchase decisions being made, verified, reconsidered, amended or reversed, in any situation and through any possible channel, or indeed a mixture of many. As a result, providing a seamless payment experience that can follow the customer along their journey across the plethora of touch points is essential for a merchant to succeed in the marketplace.
https://www.retailcustomerexperience.com/blogs/why-omni-channel-is-a-must-and-how-to-make-it-successful/
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