Various studies of B2B customers show that more than 50% are not satisfied with the way in which brands market to them once they became paying customers. Similarly, more than 40% of marketers are not satisfied with the results of their customer marketing efforts, yet 90% of them believe that customer marketing is an important investment. And in an era where customer loyalty is weakening, it is clear that the need to create high value customer marketing investments has never been more pressing.
http://customerthink.com/the-power-of-curated-customer-experiences/
There's a lot of buzz about artificial intelligence (AI) right now, and when you consider the possible applications of AI in customer experience (CX) measurement, the excitement seems justified. Just think of companies like Affectiva that measure emotions in facial expressions. If we can measure how customers actually feel about their experiences, we can finally measure what matters most to customer loyalty.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Effective-CX-Measurement-Requires-a-CX-Culture-121718.aspx/
The healthcare field is changing, and customer experience is right at the center. Gone are the days of customers feeling inconvenienced and doctors having to spend long hours to catch up on their work — today’s healthcare revolution is all about empowering customers and helping everyone get the care they need. That change means the industry is becoming more competitive, and customer experience in many cases is the deciding factor for where patients go to get care.
https://www.forbes.com/sites/blakemorgan/2017/11/09/healthcare-revolution-lead-with-customer-experience/#ed6241d216d6/
Using social media to deliver great customer service is no longer an option — it’s a must. Twitter reports that customer service interactions on social have jumped 250 percent in the past two years. Two-thirds of consumers are already using Twitter or Facebook for customer service. By 2020, Gartner predicts that 90 percent of brands will rely on social media in some capacity to manage their customer experience (CX) efforts.
https://marketingland.com/reminder-customer-experience-age-social-media-228945/
Customer expectations are steadily changing in terms of mobile app performance – especially as the usage of mobile devices continues to rise and expand. Therefore, and for the sake of your customers, now is a critical time to start heavily investing in the usability of your app. This article will take a look at some of the best mobile in-app feedback tools that will help you achieve an optimal mobile user experience.
https://mopinion.com/top-11-best-mobile-in-app-feedback-tools-an-overview/
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/
In a world of hyper-adoption – and hyper-abandonment – successful retailing in 2018 comes down to obsessing about your customer’s experience. It’s a tall order: Digital and physical touchpoints now must work together flawlessly – yet also do what each touchpoint does best on its own. And organizations must remove silo shackles to unify disparate data to develop deep customer insights.
Forrester’s 2018 retail predictions call out that as retailers work towards these goals, they must navigate growing their business in an ever-changing world where...
https://www.forbes.com/sites/forrester/2017/11/16/why-2018-is-all-about-customer-experience-for-the-retail-industry/#573f8de67783/
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/
In a newly published study, nearly two-thirds of buyers told Merkle that they are challenged by vendors and sales reps that are more interested in selling their products and services than listening to buyers needs.
While this feedback from prospective customers speaks specifically to their buying process, it does provide a glimpse into the lack of insights that many brands have about their customers, their needs and what experience they desire.
https://customerthink.com/experiencing-customers-to-deliver-customer-experience/
Eighty-six percent of companies aspire to be customer experience leaders, but most don’t have the customer experience (CX) management capabilities they need to achieve that goal. This CX management (CXM) maturity model defines the 30 CXM practices that every firm needs to master.
This report and self-assessment will help CX professionals compare their company’s current activities to the model’s CXM ideals.
https://marketingland.com/path-customer-experience-maturity-175305/
