As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:
Expectations: What a person anticipates will happen during an experience.
Experiences: What actually happens to a person during an interaction.
Perceptions: How a person views an experience based on their expectations.
Attitudes: How someone feels about the organization.
Behaviors: How a person choses to interact with an organization.
https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
https://smartercx.com/can-on-premise-cloud-improve-cx/
When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.
CI meaning boils down to harvesting and analyzing information about customer behavior. It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. Importantly, this concept isn’t only about collecting the relevant data, but it’s also about harnessing that information to understand the customer’s needs, introduce improvements, and derive better results.
https://smartercx.com/ci-meaning-insights-into-customer-intelligence/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
Holiday shopping is known for deep discounts and big sales. Entire websites are dedicated to finding the best deals, but is continually slashing prices really a strategic move for businesses? Competing simply on price isn’t sustainable. Eventually, the business will no long be making money or be different from any other company. The solution is to compete on customer experience.
http://forbes.com/sites/blakemorgan/2019/12/04/10-customer-experience-alternatives-to-competing-on-price-for-the-holidays/#10bc7027a0c5/
Subscriptions enable consumers to obtain a wide variety of products and services, from streaming video to boxes of fashion items, in a convenient way. Providing a good customer experience and evolving with customer needs are vital to ongoing success in selling via subscriptions.
http://digitalcommerce360.com/2019/12/05/customer-experience-is-key-to-subscription-success/
The West seems to have a rather fascinating obsession with the individual. We write our addresses starting with a person and expand out until we get to a world view, which makes little sense when you consider that anyone functionally using that address must read to the end to even know where to start. This is a pattern we see in many things — from the way we tell stories to the way we design infrastructure and services. So naturally, it's through this lens that brands often solve customer experience challenges.
http://forbes.com/sites/forbesagencycouncil/2019/12/06/what-western-brands-can-learn-from-china-about-customer-experience/#1ac6fe5d3044/
STORIES of businesses leveraging technology to boost efficiency have prompted customers to develop higher expectations from the brands they engage with.
More than anything, customers expect a seamless journey and a personalized experience when they interact with a brand.
Identifying customers’ expectations and delivering on those expectations, is undoubtedly an integral part of business, especially now, in the digital age.
http://techwireasia.com/2019/12/cvs-directs-its-digital-journey-towards-elevating-customer-experience/
As customers find a widening pool of modern technology solution options with new implementation, usage and cost models, vendors are changing how they leverage their channels and the way they measure their success their partners bring, both individually and collectively.
The ongoing transformation of the channel is nothing new, nor is the upheaval surrounding it. Looking at its current state and the coming years, a group of channel chiefs representing a diverse set of vendor types last week reflected on current business and technology shifts and shared their views on critical strategies for success.
http://channelpartnersonline.com/2019/12/20/channel-chiefs-share-why-customer-experience-is-now-a-key-success-metric/
For the past several years, we've been telling our clients that by 2020, providing a seamless customer experience will be more important than price or the product itself. Most consumers are willing to pay a few more dollars or sacrifice minor product features for the simplicity of a well-constructed, thorough customer experience. Today's customers gravitate toward companies that not only recognize their problems but provide a simple solution and personalize their experience along the way.
http://forbes.com/sites/forbesagencycouncil/2019/12/27/how-to-analyze-your-customer-experience-to-grow-your-business/#2157787a45a4/
