Around the globe, billions of people are gradually shifting more of their lives online — they engage, share and consume. Along with the emergence of new technology in the digital era, customer behavior and expectations are changing rapidly too.
McKinsey has discovered that 75 percent of online customers expect instant assistance within less than 5 minutes. 70 percent of app users prefer added functionality over “look and feel” of apps, while 61 percent are more likely to buy from companies that deliver custom content. Another 75 percent of customers have used comparison apps for consumer goods, making items such as SEO and reviews pivotal success factors.
https://www.dig-in.com/opinion/leveraging-data-to-elevate-the-customer-experience/
Few would argue that two of the most important marketing topics at the moment are customer experience (CX) and data analytics.
Which is interesting as CX and analytics seem worlds apart. CX tends to be a soft, holistic study of how to make customers happier and analytics consists of the cold, hard numbers which fuel return on investment (ROI) calculations.
Yet marketers are tasked with addressing both, and so many are wondering about how these two distinct disciplines can be brought together.
https://www.econsultancy.com/blog/69631-four-steps-to-optimizing-customer-experience-using-data-analytics/
Today’s marketers are placing the ‘customer’ at the front and center of all its processes as key to sustaining and growing the brand and business.
Brands can now track individual customer behavior in real-time. With the availability of big data and analytics, companies are able to tailor-fit customer experiences on personal scale.
http://business.inquirer.net/244950/digital-amplifies-customer-experience/
BMW has shifted from cumbersome, multi-question customer feedback forms to a single net promoter score (NPS) in a bid to change the way it interacts with its customers.
http://www.cio.in/feature/how-bmw-shifted-quantitative-qualitative-customer-feedback/
When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture.
https://smartercx.com/will-2018-see-fall-big-data-rise-experience-analytics/
Calif.--(BUSINESS WIRE)--NetBase, a global leader in enterprise social analytics, today announced the availability of a comprehensive, cross-channel Customer Experience Analytics solution that combines Voice of the Customer (VoC) with social analytics. This out-of-the-box solution gives brands actionable business insight from customer feedback regardless of when it occurs. The NetBase VoC solution eliminates costly integration headaches by providing standardized analyses for customer feedback including automated sentiment, passion scoring, top conversation rankings, drivers of low and high ratings, and trending and geo location.
https://www.businesswire.com/news/home/20180627005952/en/NetBase-Launches-Cross-Channel-Customer-Experience-Analytics/
All the ways big data can help you reach and support more customers.
Big data is more than a buzzword – here’s how you can use it to improve the customer experience at your business.
It’s hard to read anything about business these days without being inundated with buzzwords and how business trends might influence your organization. Big data gets mentioned a lot in articles, but for good reason – it has the potential to be a powerful tool in your business at different levels. Here are some ways that big data analytics can help to improve the experience of your customers.
https://www.techfunnel.com/martech/how-big-data-analytics-can-improve-customer-experiences/
Each organization works with its own set of indefinite data and content that could be managed efficiently and productively as a valuable enterprise asset. The Enterprise Information Management (EIM) software can be explained as a set of business processes, disciplines and practices used to manage the information created from an organization’s data. It can best be described as a set of combined technologies and processes which help organizations progress on a larger scale.
https://martechseries.com/sales-marketing/why-companies-should-consider-investing-in-enterprise-information-management-eim-software/
The Worldwide Customer Experience Management Market — Global Business Prospect, Extensive Analysis, and Forecast 2017-2026 throughout the foreseen period and Customer Experience Management market report offers thorough research updates and information associated to bolster increases, demands, and opportunities over the globe.
https://thestockanalysis.com/global-customer-experience-management-market-status-and-prognosis-collaboration-and-acquisitions-research-forecast-to-2026/
A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
https://mopinion.com/360-degree-customer-journey/
