Here’s the unfortunate truth: in today’s business climate, odds are your customer experience (CX) just isn’t cutting it. It’s understandable. Customer expectations and new digital capabilities are evolving so fast it feels like only the Googles and Amazons of the world can keep pace. In a 2018 survey my company, West Monroe Partners, did with the Customer Experience Professionals Association (CXPA), 61% of respondents said their company’s ability to quickly adapt is a top strategic priority — yet only 17% thought efforts to do so were currently mature.
https://www.cmswire.com/customer-experience/how-to-set-your-brand-apart-through-customer-experience/
Customer experience is a memory. An impression that can stick in the mind for a minute or a lifetime. A positive experience can result in lasting loyalty, endorsement, and evangelism. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship.
PwC reports that 79% of customers rate customer experience as the most important component of the purchasing decision after product quality and price. According to this research, 59% of consumers who love a brand are prepared to forsake it after having a series of poor experiences. The firm also claims that 17% will walk away after only one bad experience. Needless to say, this is concerning for any business.
https://www.forbes.com/sites/chriscancialosi/2019/03/21/how-blending-brand-and-culture-can-impact-the-customer-experience/#2ddb40c31f8c/
Personalizing customer experience is one of the most exciting opportunities for companies in 2018. But how do we accomplish this? What does this mean?
To understand how to optimize and personalize customer experience we have to understand what each of these means. Customer experience is every single touchpoint a customer has with your brand. This is them browsing your website, going on your social media, watching a video, engaging with an employee, it includes everything: all interactions, anything someone can do with your brand.
http://customerthink.com/improving-customer-experience-for-brands/
As we continue to understand the entire customer journey and how customers interact with brand we need to understand the importance of brand perception, the intersection with customer experience and marketing and advertising channels. This is not a new concept, but now we have the ability to take a holistic view of this ecosystem: leverage technology, marketing automation and analytics to understand, visualize and determine the overall impact to the business.
https://which-50.com/how-brand-customer-experience-and-technology-all-tie-back-to-digital/
Medallia, Inc. (www.medallia.com), the global leader in customer experience management, together with Ipsos, the leading independent market research company, today announced the findings of the Customer Experience Tipping Point survey. More than 8,000 consumers were surveyed across the US, UK, France, and Germany. The findings reveal that customer experience is the top reason consumers cite for choosing a particular brand when making a purchase.
https://www.prnewswire.com/news-releases/research-shows-customer-experience-top-reason-consumers-choose-a-brand-300669115.html/
