Cultivating a smart customer-first culture can be a challenge for business. With instant access to information, a growing array of new business models, and new emerging technologies, business leaders are under pressure to transform and meet consumers’ enhanced expectations.
From seeking to develop a deep understanding of what your customers want, to knowing exactly when they want it, help is on the way.
https://irishtechnews.ie/iot-connecting-the-dots-for-a-smarter-customer-experience/
With a new era of artificial intelligence (AI) dawning upon us, it’s an incredible time for customer experience, with humongous benefits to the customer and ultrafast customer service. As AI technology matures, forward-thinking enterprises are plugging in conversational AI in their strategic investment roadmaps to leverage it for their customer service function. In fact, Gartner predicts that “conversational AI-first" will supersede "cloud-first, mobile-first" as the most important, high-level imperative for the next ten years.
https://www.firstpost.com/tech/news-analysis/how-conversational-ai-is-driving-the-next-generation-customer-experience-powered-by-chatbots-and-assistants-3987595.html/
Is your webshop built using Lightspeed’s ecommerce software? Then we’ve got great news for you. All-in-one feedback analytics software Mopinion and ecommerce software provider & global leader in Point-of-Sale systems, Lightspeed have joined forces. The result? A new app integration in the Lightspeed app store which enables Lightspeed webshops to easily capture feedback from their online visitors using easy-to-install, customisable feedback forms. The webshops also have access to advanced reporting and analysis capabilities that will provide them with the insights they need to improve overall performance and the user experience of their webshop.
https://mopinion.com/mopinion-software-lightspeed-app-store/
According to PwC, 73% of all people point to customer experience as an important factor in their purchasing decisions, just behind price and product quality. Yet only 49% of U.S. consumers say companies provide a good customer experience today. PwC’s most recent Consumer Intelligence Series: Experience is Everything surveyed 4,000 Americans from Gen Z to Baby Boomers and 11,000 customers from 11 other countries in Asia-Pacific, Europe, and Latin America.
https://www.forbes.com/sites/shephyken/2018/04/01/your-best-opportunity-for-growing-business-the-customer-experience/#238f717d3a3e/
Businesses are often failing because they are not considering the customer journey. The best sales people provide an experience that informs and inspires a desire to purchase.
https://medium.com/swlh/4-ways-to-improve-customer-experience-more-sales-708fd1e2d191/
Companies that have the strongest customer experiences often have the best leaders. Whether they are individual contributors, executives or customer-facing employees, they know what it takes to motivate and inspire others to create a positive experience. And it shows—customers can tell when an organization is focused on providing a great experience and that attitude is reflected in their people.
Here are the top 20 traits of customer experience leaders:
https://www.forbes.com/sites/blakemorgan/2018/03/30/the-top-20-traits-of-customer-experience-leaders/#65c4b7326fb4/
Positive and negative reviews can significantly influence the decision of a prospective new client.
With the potential for a negative experience to gain viral attention, one bad review can have damaging affects on a small or growing business. Because of this, it is imperative to establish a system to recover from poor service.
https://www.massagemag.com/recover-from-bad-customer-experience-88685/
Getting fitted for a suit or purchasing clothes to one's preference are known to be best done in person. But a growing number of innovative retailers are finding ways to recreate these experiences online. These retailers use data to deliver personalization in a meaningful way. They are also not focused only on the purchase, but also on customer satisfaction after the purchase.
https://www.retailcustomerexperience.com/blogs/apparel-retailers-invest-in-online-experience-customer-satisfaction/
World Vision Australia’s first ever CMO discusses why it’s vitally important to bring the consumer customer experience to charity marketing.
https://www.cmo.com.au/article/634422/cmo-interview-why-cx-martech-vital-charity-growth/
There are a lot of things that impact customer experience—employee engagement, the online customer journey, the in-store atmosphere, and more. One area that is often overlooked but that has a tremendous impact on customer experience is leadership development.
https://www.forbes.com/sites/blakemorgan/2018/04/03/how-leadership-development-impacts-customer-experience/
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