People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It's also been well over a year since "mobilegeddon," when Google updated its algorithms to penalize websites without mobile counterparts.
With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers -- any time, anywhere.
https://www.entrepreneur.com/article/281269/
Most senior business leaders understand the strategic importance of customer experience (CX). They recognize that providing great experiences has become a key means of differentiation and a primary driver of competitive advantage.
To provide great customer experiences, marketers and CX leaders must understand what specific aspects of experience their customers value most. The results of a recent study by PwC provide several valuable insights on this critical issue.
http://customerthink.com/decoding-the-vital-attributes-of-great-customer-experiences/
You are not your customer.
Some entrepreneurs struggle to understand and work within this concept. It’s not too surprising, really. Successful entrepreneurs are passionate, motivated people who focus on what they want to happen. They then strive to transform their vision into reality.
https://www.entrepreneur.com/article/281241/
ah, the wonders of having been there, done that, and having the t-shirt…. i actually have tons of t-shirts.
i have not only done many things early, that’s what comes with being an analyst for 20 years – the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i have also taken the time to write down summaries of what it means to do what we just did. i find the value of my job to be to broaden the market, to make a bigger pie. bigger pies feed more people, and to make bigger pies you need a good recipe.
http://www.customerexperienceupdate.com/?open-article-id=8245200&article-title=experience--engagement--same-difference--right-&blog-domain=estebankolsky.com&blog-title=esteban-kolsky/
According to the Forrester report: Predictions 2018, A Year of Reckoning, customers’ expectations will outpace the ability of companies to evolve or invest in experiences this year
https://www.technative.io/five-ways-technology-will-improve-customer-experience-in-2018/
What separates those brands that deliver great customer experience from the rest? What qualities are consistently present and what can we learn from them?
https://www.mycustomer.com/experience/engagement/four-qualities-consistently-found-in-brands-that-deliver-great-cx/
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.
http://www.customerexperienceupdate.com/?open-article-id=10519687&article-title=fundamentals-of-a-customer-first-strategy-for-every-industry&blog-domain=c3centricity.com&blog-title=c3centricity/
B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives.
https://www.mycustomer.com/experience/loyalty/have-b2b-companies-lost-control-of-the-customer-experience/
American businessman Kenny Guinn once famously remarked: “There is something permanent, and extremely profound, in owning a home.” The statement has a distinct ring of truth about it. And who would know that better than Lodha Group?
https://cio.economictimes.indiatimes.com/news/case-studies/heres-how-lodha-group-is-homing-in-on-customer-experience-with-digital/64433623/
What will keep your contact centre running smoothly, even when your agents must work-from-home and your customers have more questions than ever before? Keeping your organisation focused on remote service excellence, continuity and financial stability will have your customers — and your agents — as satisfied as ever.
https://www.customerexperienceupdate.com/?open-article-id=14097418&article-title=how-can-a-cloud-contact-centre-help-you-successfully-navigate-economic-uncertainty-&blog-domain=niceincontact.com&blog-title=nice-incontact/
