I’ve noticed something interesting about voice of the customer (VoC) programs lately. The line between VoC, customer experience (CX) and customer insights or analytics seems to be blurring. Take the Gartner definitions for these terms:
https://www.cmswire.com/customer-experience/drawing-a-line-between-voc-customer-experience-and-customer-analytics/
In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. In fact, research suggests that by 2020, CX will overtake price and product as the key brand differentiator.
For many retailers, customer experience is synonymous with customer satisfaction and customer service. But successful retailers know that CX is much more comprehensive. CX is a customer’s collective perception of their interactions with a retailer and how they feel about a brand as a result. Everything, from a retailers’ messaging and merchandising to its people and products, impacts this.
https://risnews.com/delivering-promise-customer-experience/
We live in an age of constant distraction. Screens light up with countless notifications in a day, and with consumers bombarded by a steady stream of information -- from their sister, their boss, their doctor’s office -- brands today are fighting even harder to cut through the noise. Now more than ever, companies should make the most of customer interactions, capitalizing on valuable moments when consumers make time to reach out to them.
At the same time, the customer service industry is undergoing massive change. Companies are moving to omnichannel customer care, and emerging technologies like artificial intelligence (AI) are reshaping the industry through intelligent robots and assistants. Especially now that contact centers can leverage AI to field customer inbounds, taking some of the pressure off of bandwidth concerns, the focus on familiar metrics like average handle time (AHT), first-call resolution (FCR) and adherence to schedule is shifting.
https://www.forbes.com/sites/forbescommunicationscouncil/2019/03/12/take-your-customer-experience-beyond-traditional-metrics/
Customer service vs customer experience—in today’s customer-centric business environment, one thing is clear. Customer expectations are on the rise, and there’s an increasing demand on brands to deliver at every level of the organization. One important component of delivering a winning CX is navigating the difference between the customer experience and customer service. Here’s a quick introduction.
https://smartercx.com/customer-service-vs-customer-experience-whats-the-difference/
Our interactions with businesses are increasingly taking place online and now in most cases you can expect to find the information at the click of a button. Failing that, you might turn to a website’s live chat to find your answer. It’s likely that you’d try both of these methods, if offered, before considering making a call or sending an email.
The ways customers prefer to interact with businesses have changed significantly over the past five years. Whilst face to face or over the phone sales were previously the norm, we’re now faced with a multitude of possibilities, including social media, e-commerce, instant messaging and toll-free web-based calling.
https://www.itproportal.com/features/managing-omnichannel-and-the-customer-experience/
For modern business owners, tracking their customer and related experiences is really crucial to stay a step ahead of the competition. As the market says, customer experience (CX) is the key driver of any businesses’ success. With technological advancements, the business domain is now gifted with social media analytics as-well-as tailored software that track customer experience across multiple channels. In this article, we will be discussing how your small business can utilize these customer experience analytics and drive home your business-critical customers.
http://customerthink.com/tracking-customer-experience-analytics-helps-small-businesses/
Most companies employ product development or operational excellence programs to drive innovation in those areas. But what about innovation in customer experience (CX)? If CX is a top priority for your organization – and it should be, given that leading CX companies build greater customer loyalty, make employees happier, achieve revenue gains of 5-10%, and reduce costs by 15-25%, according to McKinsey -- you need to ignite innovation in CX. CX innovation must be a deliberate, distinct, disciplined effort.
CX innovation differs from other kinds of innovation. Instead of starting with a product, service, or core technology, innovation in CX starts with the customer and her journey. Innovation that’s dedicated to CX is new to most organizations, so it won’t just happen -- you have to initiate it and then develop it into an ongoing practice. Even if you know that innovation in CX is the primary way to compete and win today, you might not know how to get started. Here are three strategies to spark CX innovation:
https://www.forbes.com/sites/deniselyohn/2019/03/05/spark-customer-experience-innovation-with-these-three-strategies/
With 80 percent of Americans owning smartphones, QSRs must prioritize mobile marketing. The once-anonymous customer relationship is now one that can be managed. But why does downloading a mobile app for a fast food restaurant matter? We’ll dive deeper here, says, Christopher Hansen, Chief Operating Officer, IgnitionOne.
By now, awareness of Burger King’s simple yet brilliant marketing campaign to geographically conquest their arch rival (pun intended) McDonald has made it to mainstream media. Capitalizing on a few basic tools at their disposal—their newly launched app, geo-location data and a not-to-be-believed promotional price point of $.01 for a Whopper (if you were within 600 feet of a McDonald’s)—they were able to drive well over 1 million downloads of their app at relaunch. Cool stunt. Great success. But why does downloading a mobile app for a fast food restaurant really matter?
https://www.brandknewmag.com/why-mobile-apps-are-key-for-the-customer-experience/
Working with customers can be a blessing and a curse. Most days, you’re blessed with good people and situations. Other days might be different.
For those tougher days on the front line of the customer experience, here are six unique tools and tactics from Joy Baldridge, author of The Joy in Business – Innovative Ideas to Find Positivity and Profit in Your Daily Work Life.
http://www.customerexperienceinsight.com/6-fun-rules-to-make-the-customer-experience-better/
Improving customer experience means creating a more positive perception in the minds of customers in both how they are treated by your company, and the feelings that they have across their interactions with your organization. Every touchpoint contributes to the overall customer experience. Managing customer interactions is therefore critical for delivering an excellent customer experience.
The need to be proactive and manage customer interactions has never been greater, especially when you consider these four emerging trends: empowered consumers, new technology, increasing regulations and the explosion of data.
https://www.quadient.com/blog/how-do-you-improve-customer-experience-4-trends-impacting-your-cx-efforts/
