Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
Clive Watts talks to Paul Milligan about the new launch, ADDERLink INFINITY 100T, and how customer feedback is instrumental in driving Adder's product innovation.
http://www.inavateonthenet.net/news/article/adder-how-customer-feedback-is-driving-product-innovation/
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.
The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.
You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
http://customerthink.com/avoid-these-5-survey-mistakes-to-gain-more-cx-feedback/
At this Sitecore sponsored event, marketing and CX leaders discuss how they're working to personalise customer experiences, the role of data strategy and analytics in their success, and what machine learning will do to further CX aims
https://www.cmo.com.au/article/633392/cmo-roundtable-how-machines-will-make-break-your-customer-engagement-success/
Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
Are you familiar with all the different ways your customers interact with your business? Whether you’re a seasoned CX professional or you’ve never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints.
https://www.business2community.com/customer-experience/cx-secrets-collecting-feedback-touchpoint-02037323/
In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. When it came to these particular CX experts, I noticed a common theme — realize that customer experience implementation isn’t just a program, it’s a cultural shift that requires patience and understanding. Take the time to learn how all of the various departments and leaders will be impacted by the overhaul. You’ll need allies as you continue to spearhead an organizational transformation.
http://www.customerexperienceupdate.com/?open-article-id=8025797&article-title=cx-wisdom-you-need-to-know-from-6-leaders-in-b2b-organizations&blog-domain=customerbliss.com&blog-title=customer-bliss/
Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer Emotion. How do your customers actually feel? How do you measure emotion in customer experience?
http://customerthink.com/how-to-measure-emotion-in-customer-experience/
It's no secret that an angry customer is a problem for all retail organizations. Not only is the individual unlikely to shop with you in the future, but when you add word-of-mouth to the equation, one person's negative experience can be easily amplified.
With traditional word-of-mouth reaching around 12 people, online and social networking word-of-mouth reaches a massive 69 times that, averaging around 825 people. To alleviate customer dissatisfaction, many successful businesses immediately look at their customer experience program — a logical approach in theory. After all, a CX program ensures regular surveying and internal alignment on the customer journey. So all of your customers will be happy, right? Unfortunately, it's not that easy.
https://www.retailcustomerexperience.com/blogs/how-to-turn-an-angry-customer-into-a-loyal-one/
In 2017, I discussed the importance of a solid financial business case for investment in customer experience (CX). As we start a new year and reflect on the performance of the economy over the last 12 months – and look at the uncertainty ahead – this has never been truer. One of the best ways to understand their full business impact is to look at examples of success.
Virgin Money is a case in point.
https://www.mycustomer.com/experience/voice-of-the-customer/how-virgin-moneys-customer-feedback-strategy-helped-it-top-the/
Bookmarks on this page are managed by an admin user. 
