It’s time for our February Employee in the Spotlight! This month we’re putting the spotlight on one of our newest team members, our Front-End Developer and ‘website extraordinaire’ Yannick Post.
https://mopinion.com/employee-in-the-spotlight-yannick-post/
By now, most companies have at some level realised that they need to embrace digital transformation. For the most part, however, these efforts are still limited to upgrading IT infrastructure, with very little thought given to the rest of the organisation.
A more holistic approach to digital needs to be adopted and “the customer” should be given more focus in an organisation’s digital transformation efforts. It is, after all, customer experience (CX), more than any other factor, that sets an organisation apart from its competitors.
http://themediaonline.co.za/2019/12/what-does-digital-transformation-mean-for-customer-experience-in-2020/
The customer journey has transformed from a marketing industry buzzword to an integral part of many companies’ marketing and customer experience strategies, but there’s still a major consideration that most are overlooking.
An eye-opening 76% of customers report that they receive conflicting answers from different customer service agents. This lack of consistency creates frustration and a poor customer experience even when a problem is solved. When answers differ between representatives in the same organization, customers recognize the disjointed feeling of their interactions. It’s no longer enough to just map and track individual customers along a single journey -- brands need to account for the fact that a modern customer can be on multiple journeys within the brand at the same time and provide seamless transitions between those business segments.
https://www.forbes.com/sites/forbestechcouncil/2019/04/02/when-it-comes-to-customer-journeys-they-all-matter/#5ee4aee622d0/
Customer Experience (CX) includes a combination of multiple elements that translate to a customer’s satisfaction with the experience and her overall perception of your brand. As marketers, what more can we do to ensure this is a positive, fruitful journey for her? Let’s look at some best practices.
In 2019, Marketers and CMOs can leverage MarTech in innovative ways to stand out in these times of information overload. Let’s start by setting the context with some perspectives about customer experience.
https://www.martechadvisor.com/articles/customer-experience-2/4-surprising-customer-experience-best-practices-to-try-in-2019/
Today’s marketing environment is undeniably a busy one. In fact, it’s almost impossible nowadays for digital marketers to perform their tasks without the right tools at their side; tools that automate and simplify processes ensuring they get a good return on their marketing investment. This is essentially where having a marketing technology stack becomes fundamental to your success as an online company.
So what is a marketing technology stack? Why do I need one? And which tools do I need to complete mine? Let’s take a look...
https://mopinion.com/tools-for-your-2019-marketing-technology-stack/
Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.
http://customerthink.com/marketings-role-in-employee-customer-experience-journeys/
With customer experience a focal point for businesses across all sectors, marketers shouldn’t just be looking at B2C brands for inspiration as B2B is increasingly seen to be leading the way.
https://www.marketingweek.com/2018/08/22/b2b-brands-customer-experience/
As companies pour money into generating the seemingly elusive “word-of-mouth marketing,” it’s not just about celebrities and other influencers. Focusing on a great customer experience can result in fewer customers leaving a business and, perhaps more importantly, more customers advocating to their friends and families on a company's behalf.
https://www.forbes.com/sites/dangingiss/2018/08/16/11-customer-experience-experts-heres-how-to-get-customers-talking-about-your-company/#2a5f4bf526a5/
Now more than ever, marketers have a variety of new and traditional options in their toolboxes. In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.
http://customerthink.com/the-evolving-scope-of-b2b-marketing-its-all-about-customer-experience/
Marketing’s goal used to be pretty straightforward: build a pipeline of qualified leads to hand over to the sales team. The model changed a little bit depending on the audience and the vertical, but essentially marketing material and actions, from awareness level to consideration, were used to build a pipeline.
https://www.cmswire.com/customer-experience/why-marketing-needs-to-drive-the-entire-omnichannel-customer-experience/
