With only months remaining before the General Data Protection Regulation (GDPR) comes into effect, it is dominating the news agenda and is a top priority for businesses. From retailers to charities and the manufacturing industry to financial services, the impact of GDPR will affect every organisation that handles customer data and will be far reaching. Indeed, it has the scope to change the face of marketing completely.
http://www.information-age.com/will-gdpr-improve-customer-experience-consumers-123470312/
Omni-channel is more than a buzzword. It’s a journey that effectively unites every service channel a customer could use to interact with a business. It provides a more comprehensive approach that leverages all customer data to provide a consistent, seamless and personalized experience that 77 percent of today’s consumers demand.
https://customerthink.com/four-omni-channel-mistakes-killing-the-customer-experience/
Having a sturdy data foundation now is critical to successful customer engagement in the future. Properly collected and analyzed, customer data can deliver increased business revenue, bigger wallet share, and happier and more loyal customers willing to advocate for your company’s brand(s).
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Your-Customer-Data-Is-Limitless-and-So-Is-Its-Value-122313.aspx/
In today’s data-driven world, one of the biggest tools companies have for creating personalized customer experiences is customer data. However, using data effectively involves walking a fine line between being personal and being creepy. Just because companies have data on their customers doesn’t mean they have to use it, and some companies go too far in building data-driven experiences. However, two brands in particular are excelling at finding the balance to turn customer data into relevant customer experiences that are leading to big rewards.
https://www.forbes.com/sites/blakemorgan/2017/12/15/leveraging-customer-data-to-create-relevant-customer-experiences-2-examples/#5c84665561d3/
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/
