Retailers know very well that this is the time of year to roll up their sleeves, get out of their comfort zone, and start thinking strategically about how to make the most of the upcoming holiday shopping season. But if you're looking to evaluate how well your business is capitalizing on this season, the real test will only come next year — when you start to see whether your 2017 holiday sales have brought in customers who are sticking around.
https://www.retailcustomerexperience.com/blogs/holiday-season-is-coming-want-a-second-date-with-your-customers/
In fact, according to Forrester’s recently released U.S. CX Index, customer experience quality worsened across the board between 2016 and 2017, with brands losing an average of five points. Temkin Group has reported similar declines in its annual CX ratings. But businesses are investing more than ever in customer experience improvement efforts. So what’s going on? Why do ratings continue to drop?
https://www.mediapost.com/publications/article/310701/declining-customer-experience-is-great-for-your-bu.html/
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/
Every company’s ecosystem is unique. Different people, interactions, rituals, and tones must be well understood and respected for customer experience excellence to thrive. The earlier you understand and respect your company’s ecosystem, the faster and better your customer experience results will be.
https://www.business2community.com/customer-experience/customer-experience-ecosystem-01961481/
Consumers are gradually starting to ignore sales pitches and tune out the invasive marketing methods that many businesses still employ regularly. And subsequently, these changes have made way for a new method of bringing in new customers – inbound marketing. Inbound marketing has recently become a very popular method of marketing among digital-first businesses, especially in terms of content marketing – which is considered a subset of inbound marketing. As a result, many content and inbound marketing tools have since been developed to make these strategies more efficient.
https://mopinion.com/top-27-content-inbound-marketing-tools-software/
Collecting and analysing feedback is one thing, but bringing it to a profitable conclusion by taking action is what makes the whole feedback process worthwhile. We refer to this last step as ‘closing the feedback loop’. This is a key concept in managing the online customer experience, which is why it’s important that this step is not overlooked. It’s also imperative that this step is carried out as efficiently and effectively as possible. To do this, close collaboration is often required. The question is, what does this collaboration look like?
https://blog.azendoo.com/the-power-of-collaboration-in-closing-the-feedback-loop/
It's fair to say companies have recognized the power of customer experience (CX). Think of the great lengths businesses have gone to provide features such as one-click ordering or same-day delivery. We at Walker predicted this in our 2013 report “Customers 2020,” in which we revealed a rise in the influence of customer experience and a decline in traditional methods of differentiation based on products and price. It appears we got that one right. CX is now widely considered one of the best ways to establish a competitive advantage.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-B2B-Companies-Are-Falling-Behind-in-Customer-Experience-121782.aspx/
Marketers are keen to deliver better customer experiences, but it takes time and a smart strategy. Columnist Dayle Hall shares four things you can do to make it happen.
https://martechtoday.com/delivering-great-customer-experiences-doesnt-happen-overnight-206556/
Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs. Instead, if we examine these 6 key statements and re-shape processes, energies, and investments behind their definitions, we will see significant opportunities to increase customer experience.
https://customerthink.com/6-key-statements-to-propel-your-customer-experience-program/
In today's world, differentiating yourself from the competition is no longer as simple as finding the right product to sell, or even the right service to offer around a particular product. The world is instead shifting towards an ‘experience economy', where organisations differentiate themselves based on the experience they are able to deliver to the end-customer.
http://www.itwebafrica.com/companynews/772-sas-institute/241723-delivering-a-new-level-of-customer-experience/
Customer Experience News is a global community of people working or interested in Customer Experience, UX and technology.
