Capturing the Voice of the Customer at every touchpoint in the online customer journey is critical in the travel industry. Nearly “75% of consumers expect to be able to provide real-time feedback on their experiences” whilst on travel websites.
https://mopinion.com/travel-companies-voice-of-the-customer/
'Steve Jobs himself once said that “you have to start with the customer experience and work backwards towards the technology”. Why is this method so effective when it comes to creating an effective CX strategy? '
https://econsultancy.com/blog/69698-why-the-working-backwards-method-is-key-to-a-superior-customer-experience/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
If they want to evolve in the digital era, businesses need to create personalized experiences for customers and adopt a culture that focuses on the intended use of technology.
https://biztechmagazine.com/article/2017/11/why-customer-experience-key-digital-transformation/
It’s a universally acknowledged fact that technology has influenced every aspect of human life, specifically over the last few years.
This stands unambiguously true for travel industry. Remember the time when a "things‐to‐pack" list used to be very extensive ‐ camera, film rolls, Walkman, copies of important documents, maps, dictionary, etc. All these things can be carried in one tiny device called smartphone now!
https://www.phocuswire.com/Technology-and-customer-experience-analysis/
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters most.
A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees.
https://www.icmi.com/Resources/Customer-Experience/2018/03/Why-Survival-Mode-Kills-the-Customer-Experience/
Founder and Chief Executive Officer (CEO) of Amazon, Jeff Bezos famously said, “Your brand is what other people say about you when you’re not in the room.” Warren Buffet, chairman and CEO of Berkshire Hathaway cautioned, “It takes 20 years to build a reputation and about five minutes to ruin it. If you think about that, you’ll do things differently.”
Rick Crump, founder and CEO of KineticXperience, drove both those points home during his presentation “Advice From An Industry Expert: Introducing Customer Experience To A Clinical Setting: The KineticXperience” at the 2019 OPEN MINDS Technology and Innovation Institute in Philadelphia during which he encouraged health and human service executives to reassess consumer touchpoints to ensure good customer service.
http://openminds.com/market-intelligence/executive-briefings/why-specialty-provider-organizations-should-care-about-customer-experience/
Most retail marketers would argue that the secret to effective sales is creating an outstanding customer experience. From investing in UX design and customer relationship management software to training customer service staff, frontline marketers know that every consumer touch point is critical to creating a compelling brand experience.
Nonetheless, all too many retailers overlook one critical feature that affects all of these touch points: comprehensive, digestible product information.
https://www.retailcustomerexperience.com/blogs/why-product-data-is-key-to-superior-customer-experience/
Market dominance once depended on delivering the best product or service, at the best price. Yet today, rising consumer expectations have changed the rules, making customer experience the new battleground of competitive differentiation.
As a result, outpacing rivals now means following the example of prominent industry pundits such as Jonah Sachs, and building businesses around people.
https://www.fourthsource.com/data/people-based-marketing-wins-customer-experience-battle-22190/
The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018, this growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative ecommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same ecommerce companies (and therefore, ecommerce managers) are going to have to put their best foot forward. In other words, they’ll need to be sure that they are providing a first-rate online customer experience. And the best way to do this is to start listening to the voice of the customer. After all, your customers can be your best resource in terms of understanding what you’re doing wrong (or right!) on your website or mobile app. So allow me to introduce you to online feedback…
https://mopinion.com/online-feedback-ecommerce-managers/
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