Launching a business is incredibly exciting, particularly if you’re fresh to the world of entrepreneurialism. Everything feels raw and vital: a bright future is ahead of you, and you’re ready to chart the course of your destiny. However… it isn’t that simple. Whether you’re planning to sell products or offer a service, you’re going to be dealing with customers — which means taking all the ideas that you’ve kept private and subjecting them to broad scrutiny.
https://mopinion.com/what-new-business-owners-always-get-wrong-about-customer-feedback/
The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience management.
https://www.mycustomer.com/experience/loyalty/what-the-facebook-scandal-taught-us-about-the-future-of-customer-engagement/
Today’s consumers expect instant, automatic, and correct results – every time. Don’t believe me? Go read reviews for your last purchase and I am willing to bet that there are some negative reviews on there about time to delivery, quality, or the return process, etc. We have turned ourselves and future generations into savvy and high-standard consumers. We want it now and we want it for cheap and only the best quality. Too much focus on the front-end delivery will lead to a failed satisfaction. Today’s CX standards are more than just a notification that the missile COULD be inbound. We expect to know where exactly it’s going to impact, when it’s going to hit, how big it is, and we expect to be told immediately if it’s not going to happen.
http://customerthink.com/what-we-learn-from-one-click-cx-its-pitfalls/
The West seems to have a rather fascinating obsession with the individual. We write our addresses starting with a person and expand out until we get to a world view, which makes little sense when you consider that anyone functionally using that address must read to the end to even know where to start. This is a pattern we see in many things — from the way we tell stories to the way we design infrastructure and services. So naturally, it's through this lens that brands often solve customer experience challenges.
http://forbes.com/sites/forbesagencycouncil/2019/12/06/what-western-brands-can-learn-from-china-about-customer-experience/#1ac6fe5d3044/
The term ‘customer experience’ has become increasingly popular in 2017, and its popularity comes as no surprise. Companies which implement a sound customer experience strategy achieve better customer satisfaction and, in turn, are able to retain existing customers and entice new ones. According to research done by Podium, 68% of consumers are willing to pay more for a better experience. More companies are taking note of this fact, and are investing heavily into creating an effective customer experience strategy. With this is in mind, we outline a few essentials you need to remember to create an effective customer experience strategy.
http://www.cbn.co.za/news/what-you-should-be-focusing-on-for-an-effective-customer-experience-strategy/
The globally renowned footwear and accessory seller's head of customer research shares how AI and behavioural insights are increasingly being used to drive personalisation
https://www.cmo.com.au/article/641587/what-zappos-doing-personalise-customer-experience-services/
Twenty years ago, digital agencies’ goal was simple – convince brands they needed a web presence to succeed. These were the dial-up modem days. The “you’ve-got-mail” days. “Digital marketing” was a loosely sketched idea and existed only in the form of a desktop website and keynote speeches at tradeshows.
https://www.martechadvisor.com/articles/customer-experience-2/whats-next-in-the-customer-experience-cx-realm/
Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when this is put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience.
https://www.forbes.com/sites/adrianswinscoe/2017/11/28/when-it-comes-to-customer-experience-in-2018-can-we-make-boring-the-new-cool/#3fda029c5c0a/
The customer journey has transformed from a marketing industry buzzword to an integral part of many companies’ marketing and customer experience strategies, but there’s still a major consideration that most are overlooking.
An eye-opening 76% of customers report that they receive conflicting answers from different customer service agents. This lack of consistency creates frustration and a poor customer experience even when a problem is solved. When answers differ between representatives in the same organization, customers recognize the disjointed feeling of their interactions. It’s no longer enough to just map and track individual customers along a single journey -- brands need to account for the fact that a modern customer can be on multiple journeys within the brand at the same time and provide seamless transitions between those business segments.
https://www.forbes.com/sites/forbestechcouncil/2019/04/02/when-it-comes-to-customer-journeys-they-all-matter/#5ee4aee622d0/
Chatbots are increasingly being used by companies to engage with their customers. In fact, it has been reported that 8 in 10 companies have already adopted them or are planning to do so by 2020. This points to fast growth in the market. In fact, 15% of consumers have interacted with a chatbot in the last 12 months, and this number will undoubtedly grow at a quick pace over the coming months.
https://www.forbes.com/sites/forbesagencycouncil/2018/06/01/when-its-time-to-consider-chatbots-as-part-of-your-customer-experience-strategy/#444cb0584d8a/
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