In today’s fast-paced world, where our thoughts, opinions, and ideas can be shared with the click of a mouse or with a few taps on a keyboard, there seems to be a constant yearning to have our voices heard, to offer advice, and to give our opinions in as short amount of time as possible. This may work on social media; however, when you have a business to run and clients to serve, this can cause problems.
https://customerthink.com/improve-your-customer-experience-dont-just-hear-listen/
I’ve always been intrigued when I hear customer success professionals refer to customer experience as customer success.
A lot of that has to do with the fact that customer success professionals believe customer experience is a subset of customer success. Customer Experience professionals, on the other hand, believe customer success is a subset of customer experience.
The Customer Experience vs. Customer Success debate has been an interesting one.
http://customerthink.com/is-2018-the-year-customer-experience-and-customer-success-converge/
Marketing directors can’t make decisions in a vacuum. They need information about their customers, their channels and all the touchpoints that help them to connect with each other. How can they deliver what the customer wants unless they can see through the customer’s lens?
https://www.marketingtechnews.net/news/2018/feb/26/journey-analytics-show-customer-experience-through-different-lens/
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
How do you get loyal customers? A great customer experience (CX), of course.
In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy.
An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program, also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.
In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
https://www.business2community.com/strategy/nps-ces-csat-which-one-is-the-best-metric-02242935/
In recent years, after the first quarter, I try my hardest to publish the top trends of the current year. One of those trends I’d like to focus on here and now is how having a strong CX (Customer Experience) philosophy is vital, critical to achieving growth. For both Brick and Mortar and Online.
The following are trends that should be of interest to businesses who aim to listen to the Voice of the Customer (VOC); the goal being to implement the technology needed to respond to that voice, boosting the customer experience, and the bottom line.
If you’ve only been talking about CX, Here are 6 2018 Trends that will inspire you to take action:
https://www.business2community.com/consumer-marketing/take-businesss-cx-next-level-2018-6-trends-02041477/
As more companies make experience their business, they are also coming to the conclusion that everyone across the organization is responsible for customer experience, not just the marketing department. That includes unusual suspects including community relations, sustainability, and talent aquisition teams.
At last month’s CES, Adobe met up with executives from various disciplines for a series of podcasts in which they discuss their roles in the customer experience. Tune in.
http://www.cmo.com/features/articles/2018/1/31/adobe-exb-podcast-series.html#gs.ncKhDVc/
Voice of the Customer (VoC) software is intended to capture the opinions and preferences of online customers, analyse those insights, and supply businesses with the means to create meaningful changes in digital customer experience (CX). As priorities are continuously being placed on CX initiatives, it’s safe to say that these kinds of software aren’t going anywhere anytime soon. Not to mention, having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?
https://mopinion.com/alternatives-competitors-of-opinionlab/
The results of Gartner’s 2017-2018 CMO Spend Survey are in, and the news is not all good.
For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity. In this more restrictive environment, Gartner finds marketers are increasingly turning their focus to existing customers, with a spending ratio of 2-to-1 in favor of retention over acquisition. Because of those trends, chief marketing officers are keeping customer experience (CX) programs at the top of their priority lists and they are expecting such initiatives to deliver measurable returns.
https://www.cmswire.com/customer-experience/transforming-listening-into-action/
Here are 5 Things organisations who are best at taking action with customer feedback have in common.
https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
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