What will you do differently this year to increase customer satisfaction and attract new business?
Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year…
http://customerthink.com/cx-in-2019-top-customer-experience-trends-to-keep-on-your-radar/
For modern business owners, tracking their customer and related experiences is really crucial to stay a step ahead of the competition. As the market says, customer experience (CX) is the key driver of any businesses’ success. With technological advancements, the business domain is now gifted with social media analytics as-well-as tailored software that track customer experience across multiple channels. In this article, we will be discussing how your small business can utilize these customer experience analytics and drive home your business-critical customers.
http://customerthink.com/tracking-customer-experience-analytics-helps-small-businesses/
Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines).
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=8164561&article-title=social-media-influencers-and-your-customer-experience&blog-domain=josephmichelli.com&blog-title=michelli-experience/
The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience management.
https://www.mycustomer.com/experience/loyalty/what-the-facebook-scandal-taught-us-about-the-future-of-customer-engagement/
Widespread digital disruption has compelled companies in the home improvement category to think critically about their future and the competitive advantages that will propel them to success. Increasingly, that advantage is delivered through the customer experience.
https://www.bizjournals.com/atlanta/news/2018/05/01/the-customer-experience-revolution-hits-home-with.html/
People access the internet on mobile devices more often than desktop computers, and that trend started years ago. It's also been well over a year since "mobilegeddon," when Google updated its algorithms to penalize websites without mobile counterparts.
With so many websites shifting to responsive design, consumers now turn to the mobile web and apps to address online shopping needs. Early adopters make purchases directly from their smartphones. Others use mobile devices to quickly look up items, consume product-specific content and discuss options with peers -- any time, anywhere.
https://www.entrepreneur.com/article/281269/
Dealing with complainers and haters in social media can, of course, be tricky. What you need is a framework for how to do it right.
https://www.entrepreneur.com/article/273748/
With the explosion of social media feedback tools, there are now countless ways your customers can rate you what happened during their experience and how they feel about your organization, products and services.
Customer feedback is not a new concept. It is now much easier for the everyday customer to applaud your efforts – or voice their concerns – of your organization. The tools we use today are different and more democratized.
So here’s the question: what is your organization doing with that real-time customer feedback? And, more consciously, are you using those ideas, thoughts and suggestions to strengthen their experience with your organization? Are you using your customer’s feedback to spark innovation within your organization?
Here are five actionable items that can help you start using customer feedback to drive performance and innovation for your organization.
http://www.jbsa.mil/News/News/Article/1482219/five-ways-to-use-feedback-to-strengthen-your-customers-experience/
So, what can brands do to fix the customer experience and prevent customers from going to a competitor? The answer is probably much simpler than you think: Take the intimacy, connectivity and conversational experience from the in-person/offline world and inject it into the digital world.
http://www.adweek.com/digital/social-media-is-not-a-customer-experience-solution/
When people think of customer experience, they often think about a moment in time. But customer experience actually encompasses all of the moments in which a person engages with a company.
A simple yet effective definition of customer experience is that it is “how customers feel about every single interaction with a brand.” Besides from being appropriately all-encompassing, this definition also singles out customer emotion by noting that it is how they “feel” about doing business with a company.
https://www.forbes.com/sites/dangingiss/2018/02/28/how-to-identify-the-customer-experiences-that-will-get-amplified-in-social-media/#55821b05d4a2/
