Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough?
Many CX industry experts suggest that businesses should focus on CX practices that help them create a strong emotional connection with customers.
https://customerthink.com/5-key-lessons-about-emotions-and-customer-experience/
Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret to better experience is really quite simple. All you need to do is listen.
Consider this. I recently spent 63 minutes glued to my phone trying unsuccessfully to resolve a health insurance issue. Five phone calls. A dozen transfers. Multiple hang-ups. Inconsistent information. Contradictory advice.
Come on now, I wondered. Is this any way to treat a customer?
https://customerthink.com/the-most-amazing-customer-experience-starts-with-your-ears/
Customers are exposed to more choices than ever before, and that means the experience your brand presents them with is make or break for your business. The 2017 report Customers 2020: A Progress Report, by Walker customer experience consulting firm, found that 86 percent of buyers will pay more for a better customer experience. By 2020, customer experience will overtake product and price as the key brand differentiator.
http://www.youngupstarts.com/2018/02/14/4-ways-to-optimize-the-digital-customer-experience-in-2018/
Offering a strong product or service is no longer enough when trying to build advocates for your brand. Today’s consumer - whether in a B2B or B2C environment - demands a strong experience to be transformed into brand fans. And companies are embarking on digital transformations to meet this requirement.
https://www.finextra.com/blogposting/15031/making-customer-experience-your-business/
The digitalisation of society is progressing and fundamentally changing the behaviours, needs and demands of customers. The increased availability and sharing of data enables companies to improve the way they develop and offer personalised products and services. The expectation is that a variety of technologies is set to spur a fundamental change in the insurance industry. Examples are blockchain, the Internet of Things, robotics and artificial intelligence.
https://www.nn-group.com/Media/Article/Improving-the-customer-experience-through-digital-transformation.htm/
In an ever-more-personalised retail world, where shopper loyalty is driven by the overall shopping journey, businesses big and small need to invest in a holistic customer experience strategy to keep up with customers’ interest. So what key elements should retailers consider when building a sensorial experience?
https://www.retailsector.co.uk/3044-3-ways-retailers-can-achieve-better-customer-experience/
Customer experience leaders make lots of presentations to describe the customer perspective. Storytelling may not be in their job description, but if their goal is to compel an audience to take action, it’s highly effective.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-CX-Leaders-Need-to-Become-Customer-Storytellers-123281.aspx/
Bain & Company research recently revealed that a 5-percent improvement in customer retention can yield as much as a 75-percent increase in profits for companies across a wide range of industries. TM Forum's own research indicates that service providers in the communications industry are now truly realizing the connection between customer experience and profitability.
https://www.military-technologies.net/2018/02/16/customer-experience-in-the-connected-world/
Despite the priority Chief Information Officers have given analytics and their deployment over the past three years, a recent survey carried out by Gartner shows that 91 percent of organizations are still struggling with analytics. The global survey asked respondents to rate their organizations according to Gartner's five levels of maturity for data and analytics.
https://www.cmswire.com/analytics/9-things-holding-back-your-data-analytics-strategy/
In a previous article, we introduced three different ways in which you can collect mobile feedback (in-app): Webviews, APIs and SDKs. We explained that each of these methods have their own strengths and weaknesses. From implementation requirements to technical know-how and from internet limitations to performance (once implemented), we just about covered it all. However, now we want to take an even closer look at one method in particular, which happens to be very much on the rise especially in the area of Analytics: mobile SDKs.
https://mopinion.com/mobile-app-feedback-surveys-sdk/
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