Whether companies know it or not, website content largely defines the success of your business. Think of it this way: your website is often the first chance you have to market your company’s products and services to your customers.
https://mopinion.com/collecting-feedback-on-website-content/
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality assurance purposes,” another five minutes drag by before you’re finally talking to a human being.
By this time, you’re frustrated and exhausted, and you wonder how any company concerned with “quality assurance” could put you through such an obnoxious ordeal.
This is an example of an awful user experience (UX) – from its clunkiness and inefficiency to its total lack of regard for the customer’s time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) – how customers engage with a company over the entire duration of their time using its products and services.
http://customerthink.com/why-you-should-be-thinking-about-ux-and-cx-differently/
Every successful company knows that customer experience (CX) is important and that developing and refining it to delight customers is a priority.
However, there’s often a debate about who should own the customer experience project. Should it be outsourced to a bunch of consultants or subject matter experts? Or should it be managed in-house by a cross-functional team?
https://techwireasia.com/2018/08/why-you-shouldnt-outsource-your-customer-experience/
When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture.
https://smartercx.com/will-2018-see-fall-big-data-rise-experience-analytics/
Like an imminent hanging, the looming execution of the European Union’s General Data Protection Regulation (GDPR) has concentrated business leaders’ minds on their customer data. This has been a boon for Customer Data Platform vendors, who have been able to offer their systems as solutions to many GDPR requirements. But it raises some issues as well.
https://customerthink.com/will-gdpr-hurt-customer-data-platforms-and-the-marketers-who-use-them/
Technology start-ups require sound marketing goals as part of the overall business plan. This ensures new business, which is a source of revenue to cover operational expenditure. Startups offering software as a service, SaaS, need to employ a distinct marketing strategy to break into the highly competitive industry.
https://mopinion.com/winning-strategies-to-grow-a-saas-startup/
A recent online shopping experience, which left me waiting more than two weeks for a delivery, reminded me of the importance of, and our expectations about, time.
https://www.cmswire.com/customer-experience/with-customer-experience-time-is-worth-money/
A great many companies continue using market research institutes that collect data through extended surveys in order to evaluate their websites. Every quarter, a bulky power point presentation then puts forward the collected data and analyses mishaps and improvement actions.
https://mopinion.com/without-real-time-insights-you-lose-customers/
The Jamaican saying, 'Fire deh a muss muss tail, him think a cool breeze', aptly describes many local businesses that continue to mete out shoddy service to their customers, oblivious to the whirlwind of change nipping at their heels.
Globally, smart companies have recognised that the digital revolution, especially the rapid acceleration of online sales, requires that they counter with unprecedented customer-experience strategies and service excellence.
Regrettably, that realisation has yet to permeate our shores.
http://jamaica-gleaner.com/article/business/20171210/yaneek-page-lessons-my-worst-customer-experience-2017/
Customer Experience News is a global community of people working or interested in Customer Experience, UX and technology.
