Creating great experiences for customers should be a top goal for every business. If you can offer an amazing experience, you can create repeat customers, increase sales and more effectively market your business in a number of different ways. Here are some tips from members of the online small business community for creating great customer experiences and growing your business in other ways.
https://smallbiztrends.com/2017/11/10-tips-improving-customer-experiences.html/
In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it remains.
CX is a hot topic in business today, which is evident not just from the many articles and blog posts you see but because 61 per cent of marketing leaders now report their companies have a CXO (Chief Experience Officer) or an equivalent role (although most do not report into the CMO).
https://which-50.com/companies-still-misunderstand-customer-experience-really/
NGDATA’s annual Consumer Banking Survey found that consumers have increasingly high expectations and demand exceptional customer service in exchange for their loyalty. This means that banks and credit unions must accelerate digital transformation across their organizations so that they have the tools to become fully customer centric. Consumers must be at the center of their entire architecture, and meet the raised expectations for service providers.
https://thefinancialbrand.com/68968/digital-banking-customer-experience/
Customer expectations are rising much faster than organizations’ capacity to meet those expectations.
The customer has awoken. For decades they have been comatose, anaesthetised by clever advertising and marketing aimed at pulling their emotional strings and directing them to buy substandard products and services at inflated prices.
https://www.cmswire.com/customer-experience/customer-experience-continues-to-get-worse/
Too many organisations are still suffering from a disjointed approach to customer experience as they look to digitise their businesses, OpenText’s CX expert claims.
The enterprise software company’s global principal evangelist of customer experience management, Roger Lee, said companies need to own the end-to-end journey in terms of digital experience if they have a hope of meeting customer expectations. He acknowledged digitising every aspect of a business, as well as harnessing the data that comes from it for customer gain, are imperatives if organisations want to survive over the next five years.
https://www.cmo.com.au/article/630526/building-robust-digital-customer-experience/
When you focus on finding ways to let people support your CX vision, when you ask for help, you create connection and engagement. You tap into new ideas and ways of thinking. You build a way of working; a culture, not a program.
Here a couple of ways we have leveraged the idea of asking for help to improve customer experience at TELUS.
http://customerthink.com/how-to-get-support-for-your-cx-vision-just-ask/
Customer experience is the perception your customers have towards your business and how you treat them. Positive customer experiences lead to loyal customers; who have been found to be five times more likely to repurchase, five times as likely to forgive you, four times as likely to refer you and seven times as likely to try out your new offering.
http://customerthink.com/how-business-technology-helps-small-businesses-to-deliver-a-better-customer-experience/
Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.
https://www.business2community.com/customer-experience/8-customer-experience-metric-silos-mask-momentum-01962051#mqf5YIQHOkuFPmge.97/
By now it is abundantly clear that meeting and exceeding customer expectations is or should be the ultimate objective of digitizing the business of banking.
The buzzword that’s no longer a buzzword but has become an imperative for survival is “customer experience.”
http://www.bankingexchange.com/blogs-3/making-sense-of-it-all/item/7193-race-is-on-in-digital-customer-experience?Itemid=802/
Delivering world-class customer experience continues to rise up the agenda for marketers. But despite UK brands ploughing billions of pounds into improving their relationship with consumers, they are failing to keep up with increasingly high expectations.
https://www.marketingweek.com/2017/11/23/customer-experience-hits-low/
Customer Experience News is a global community of people working or interested in Customer Experience, UX and technology.
