With all the focus on how AI, data, personalization and more can create a better customer experience, I thought it might be fun to go back to some basics and look at different ways we can connect and build better relationships with our customers. These are very tactical. Find one or two that you like and work them into your process. You’ll be surprised at how quickly the little things add up to increase your customer satisfaction, NPS scores and, more importantly, your bottom line.
http://forbes.com/sites/shephyken/2019/12/08/20-ways-to-create-an-amazing-customer-experience-in-2020/#73a5dbe04109/
Building a great product or solution is essential, but a company won’t go very far if it can’t provide a robust customer experience. With 73 percent of clients worldwide indicating that it’s an important factor in purchasing decisions, businesses have to ensure excellent customer experience to not only meet demand but also keep up with the competition.
Companies also need to understand that expectations and demands are high. People care about having access to instant, consistent, and contextual conversations with customer support teams across several channels. As such, it’s imperative that they’re available on channels customers already trust and enjoy.
https://www.techinasia.com/rules-modern-customer-experience-game/
I like to think that we follow the golden rule: market to others as you would like to be marketed to. This really boils down to putting Customer Experience (CX) first. Being ‘customer-obsessed’ is certainly in vogue, as the Ritz-Carlton, Trader Joe’s, Netflix and others that made Forbes’ Most Customer-Obsessed Companies In 2018 list will tell you. But how can companies actually go about putting their customers first?
https://mopinion.com/how-to-increase-cx-through-testing-and-personalisation/
In B2B e-commerce you must focus on your online tactics and technology, bringing in new customers, and keeping the existing ones happy. You also have to maintain an optimal revenue mix of new and repeat customers, to boost business growth and achieve sales goals. We discuss five B2B e-commerce tips to boost sales and increase repeat customers.
https://www.martechadvisor.com/articles/ecommerce/improve-b2b-e-commerce-sales-and-increase-repeat-customers/
Companies can’t afford to take a vacation when it comes to delivering great customer experiences. David Baekholm, senior VP of growth marketing at HomeAway, shares what his brand learned not to do in order to drive growth.
We operate in a crowded, competitive market, where most companies are vying for a similar audience. HomeAway is a vacation rental company owned by the Expedia Group with more than 2 million property listings across 190 countries. When thinking about how we could stand out, we saw an opportunity to compete on the ways people experience travel.
https://www.thinkwithgoogle.com/marketing-resources/experience-design/customer-experience-strategy/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us whether thats simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business eye. If things don't go our way, well.it wont be long before were off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses especially in the digital era.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
Getting fitted for a suit or purchasing clothes to one's preference are known to be best done in person. But a growing number of innovative retailers are finding ways to recreate these experiences online. These retailers use data to deliver personalization in a meaningful way. They are also not focused only on the purchase, but also on customer satisfaction after the purchase.
https://www.retailcustomerexperience.com/blogs/apparel-retailers-invest-in-online-experience-customer-satisfaction/
BrightEdge, a leader in enterprise SEO and content performance marketing, made these startling observations related to the role of AI in their recently released report, titled, 2018 Future of Marketing and AI Survey.
https://martechseries.com/content-marketing/content-marketing-content-marketing/ai-powered-personalization-drives-great-customer-experience/
Panellists including T-Mobile, Chobani, Adobe, Hootsuite and Equinox Fitness predict the rise of new consumer identity management jobs as AI, mixed reality and voice technologies come to the fore.
https://www.cmo.com.au/article/635364/panel-how-emerging-technologies-reshaping-customer-experience-management/
Personalization is an essential part of the customer journey – most marketers agree – and it’s absolutely critical that brands deliver a true one-to-one experience to customers. However, they might not be achieving these outcomes yet because they are struggling with personalization. In that same report, 84 percent of senior marketers say the potential of CX personalization has not yet been fully realized, and as such, there is still a lot of work to be done in this area.
https://customerthink.com/the-key-to-solving-cxs-greatest-mystery-personalization/
