"I had a disappointing experience this weekend that I hope can illustrate all the ways an entrepreneur or innovator must think about his or her customer and the customer's journey or experience. First the story, then the insight."
https://www.inc.com/jeffrey-phillips/the-secret-to-nailing-customer-experience-little-things-matter-more-than-you-think.html/
With soaring customer expectations and rapidly evolving business needs, there is growing need to shift strategies and replace outdated infrastructure with new technology to drive specific business outcomes. Yet, turning wishes into achievable goals requires more than buying a new customer experience solution and hoping for the best. You need a plan built with a clear vision, proven best practices and guidance to successfully optimize and gain value from your new technology.
http://blog.genesys.com/guide-customer-experience-success-prescriptive-use-cases/
Do you know where your customer data is?
If you’re like many marketers, your customer data is split across multiple systems and databases. In a Harvard Business Review survey, only 13% of executives had a unified view of their customer with a single source of customer intelligence to integrate the entire customer journey.
https://www.martechadvisor.com/articles/data/unifying-your-view-of-the-customer/
Companies are putting more and more effort into identifying and addressing the trials and tribulations customers encounter when interacting with them to create the best possible buying and use experience. Referred to as customer experience (and often abbreviated to CX), it’s inclusive of the customer’s journey from initial brand awareness to purchase, the customer’s interactions with the brand’s many touchpoints prior to and during use, and the environments the customer encounters during use of and interaction with the product or service. Brands find the greatest success and differentiate themselves from competitors by focusing on delivering an effortless experience that ensures each of those touchpoints and experiences are consistent and contribute positively to the customer’s overall journey.
https://customerthink.com/improving-the-customer-experience-takes-behind-the-scenes-work/
You develop a relationship with a customer during their path to purchase, but do you lose track of them after they buy? Contributor Davor Sutija offers tips to keep the conversation going.
https://marketingland.com/brands-can-engage-customers-checkout-236218/
A modern business understands the importance of offering a seamless customer experience. However, consumers tend to be more demanding nowadays. This brings out the challenge of optimizing your customer journey to ensure that you’re offering a successful multi-channel approach.
A successfully optimized customer journey can help your company meet the customers’ demands and meet the key objectives. This can only be achieved by having multiple teams working towards the same goal.
https://www.clickz.com/bring-marketing-sales-together-optimize-customer-experience/213687/
Companies are putting more and more effort into identifying and addressing the trials and tribulations customers encounter when interacting with them to create the best possible buying and use experience. Referred to as customer experience (and often abbreviated to CX), it’s inclusive of the customer’s journey from initial brand awareness to purchase, the customer’s interactions with the brand’s many touchpoints prior to and during use, and the environments the customer encounters during use of and interaction with the product or service. Brands find the greatest success and differentiate themselves from competitors by focusing on delivering an effortless experience that ensures each of those touchpoints and experiences are consistent and contribute positively to the customer’s overall journey.
https://www.business2community.com/customer-experience/improving-customer-experience-takes-behind-scenes-work-02033319/
Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming “A man with a hammer”: Always adopting the “Serve Customers Better” approach to try to solve every CX problem their respective clients or companies face. The Conventional CX is just service-in-disguise. It’s merely an expanded version of ‘service’ or customer interaction management (CIM). It is not a Real CX.
http://customerthink.com/stop-practicing-the-conventional-customer-experience-management-part-4/
Businesses are often failing because they are not considering the customer journey. The best sales people provide an experience that informs and inspires a desire to purchase.
https://medium.com/swlh/4-ways-to-improve-customer-experience-more-sales-708fd1e2d191/
There are a lot of things that impact customer experience—employee engagement, the online customer journey, the in-store atmosphere, and more. One area that is often overlooked but that has a tremendous impact on customer experience is leadership development.
https://www.forbes.com/sites/blakemorgan/2018/04/03/how-leadership-development-impacts-customer-experience/
