When a company sets out to revamp its customer experience, it tends to focus right away on the extreme events, the big, rare customer service catastrophes: mass blow-ups online and so forth. But I actually tend to discourage them, as their customer experience consultant, from going there first. That’s because I subscribe to what could be called “the broken windows theory” of customer service and customer experience improvement.
https://www.forbes.com/sites/micahsolomon/2018/07/05/the-broken-windows-theory-of-customer-service-and-the-customer-experience/#3c68290f4b73/
To stay relevant today, brands must look beyond the 4Ps of marketing (place, price, promotion and product) and consider how they can better satisfy customers’ needs and expectations.
In addition to generating positive word-of-mouth and improving brand image, customer experience (CX) now plays a vital role in attracting and retaining customers. According to an Accenture report, almost half of Singaporeans (48 percent) are frustrated with companies that fail to deliver relevant, personalised shopping experiences. Among these consumers, 45 percent will choose to switch companies. This highlights an urgency for brands to improve CX. How, then, can brands ensure that they are truly differentiated from their competitors?
https://www.enterpriseinnovation.net/article/7-ways-retailers-could-boost-customer-experience-tech-59147065/
Personalizing customer experience is one of the most exciting opportunities for companies in 2018. But how do we accomplish this? What does this mean?
To understand how to optimize and personalize customer experience we have to understand what each of these means. Customer experience is every single touchpoint a customer has with your brand. This is them browsing your website, going on your social media, watching a video, engaging with an employee, it includes everything: all interactions, anything someone can do with your brand.
http://customerthink.com/improving-customer-experience-for-brands/
There’s a reason that business experts say to “work on your business, not just in your business.” (A book on this subject that I’ve enjoyed is The E-Myth Revisited, by Michael Gerber.) Nowhere is this more true than in the design and execution of customer experience, customer service and customer support; here, even a little effort spent re-thinking how you go about your work can make all the difference in how well that work goes, and how well it’s received by customers, as the following examples, from three diverse businesses, should make clear.
https://www.forbes.com/sites/micahsolomon/2018/06/24/how-3-businesses-improved-the-customer-experience-by-working-on-their-businesses-not-just-in-them/#16c2dffc4440/
It was just a tiny light, but it made all the difference.
How many times have you woken up in a hotel room and not known where you were? It’s a common occurrence, especially for frequent travelers. You’re not in your own bed or on your own pillow; the room isn’t familiar and you’re not even sure where the door is. It’s very dark.
During two recent hotel stays, I observed two different solutions to this customer pain point that were so simple, I wondered why no one else was doing it.
https://www.forbes.com/sites/dangingiss/2018/05/17/the-bright-idea-behind-small-customer-experience-improvements/#4e89e146170a/
Jaakko Männistö, Founder and CEO of Feedbackly shares his experience building customer experience strategies for clients of Feedbackly, a customer experience management company he started in 2013.
http://blog.cx-iq.com/5-reasons-why-you-should-invest-in-improving-customer-experience/
Creativity is essential in our highly competitive business environment. As technology and options expand, customers’ expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed customer expectations are the companies that grow, keep jobs, and thrive.
https://clearaction.com/improve-customer-experience-borrowing-ideas/
What more could you wish for than 288% higher lifetime value of your key accounts? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers.
https://clearaction.com/customer-experience-improvement/
