In the age of the hyperconnected consumer, delivering a personalized experience is key. Columnist Andy Betts shares three ways to engage and resonate with your audience.
https://martechtoday.com/new-era-personalization-hyper-connected-customer-experience-209529/
The influx of data doesn’t have to be overwhelming, so long as customer service providers rely on intelligent solutions to mine through the multiple data sources. Contact centers also need to look for analytics solutions, which will analyze and operationalize customer interaction data in a way that allows businesses to be proactive in their customer engagement approach.
https://insidebigdata.com/2017/12/15/5-ways-interaction-analytics-can-improve-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/
Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business.
https://www.peoplemetrics.com/blog/how-to-turn-customers-into-your-promoters/
What does it really mean to “walk the customer experience talk”? Executive sponsorship is certainly essential, yet there’s so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the customer experience talk means you are following through on expectations you’re setting with customers, employees, channel partners and alliances. It actually means the whole company is getting its act together to deliver what it promised to customers.
https://www.business2community.com/customer-experience/walking-talk-customer-experience-01957988/
Among the many measures of U.S. corporate performance is topple rate, or the rate at which groups of leading companies in industries or market indexes changes over time. Multiple studies have found that the topple rate has never been higher and, as a result, increasing numbers of top companies face obsolescence. This reality is commonly caused by a company’s product or service losing relevance, but it can also be a consequence of customer experience offerings failing to match the changing times. Consequently, the digital component of the customer experience has never been more critical to success.
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Mapping-the-Customer-Journey-From-Effort-to-Emotion-121880.aspx/
