When it comes to delivering great customer experiences, digitally native and direct-to-consumer (DTC) businesses have significantly innovated the ecommerce model: They have used data to enhance the customer experience at every step along the purchase journey. In addition to offering products and services that people want, these companies understand that delivering consistency and engagement is critical to converting customers. A company focused on a quality digital experience across all channels also comes across as brand authentic and is often better equipped to maintain long-term relationships with customers.
http://cmswire.com/customer-experience/what-dtc-companies-know-about-delivering-great-customer-experiences/
Customer experience in the travel industry has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to tell you what the cheapest deals are – you can even find out things like when’s the best time to book, making sure you always secure the lowest price.
While this all sounds like great news for jetsetters, it does mean travel brands have entered a race to the bottom in terms of price, leaving customers scratching their heads when it comes to working out which service is actually best. After all, short of operating at a loss, brands can’t afford to keep slashing their prices, they need to find other ways of standing out in a crowded market.
The most obvious way of doing this is by offering a customer experience that cruises 35,000 feet above the competition – and we don’t just mean lavishing on the free bubbly. As anybody whose luggage has ever ended up in Bangkok when they’re in Birmingham will tell you, travelling is loaded with opportunities for things to go wrong.
This goes to show, a great customer journey isn’t just about the added extras, it’s about the way brands handle problems – and for a one-way ticket to improving in this area, you need plenty of customer feedback.
https://uplandsoftware.com/rantandrave/resources/blog/why-brands-must-capture-feedback-from-the-silent-traveller-to-improve-cx/
Customer Effort Score is a popular metric that measures how much effort it took the customer to achieve his/her goal. This type of surveys is typically used mainly to gauge the aggregate, digital user experience experience of your customers with your product, enabling you to lower frustrations and provide a smooth online journey.
https://marketplace.mopinion.com/survey-templates/ces-customer-effort-score-website-ux/
CES is used mainly to gauge the aggregate, digital experience of your customers with your product and how much effort it took to a visitor to achieve their goal. however you can also use mobile CES surveys to collect feedback at a number of other touchpoints along the customer journey with an app.
https://marketplace.mopinion.com/survey-templates/in-app-mobile-ces-customer-effort/
Customer Effort Score is a commonly used metric that measures how much effort it took the customer to achieve his/her goal. Used mainly to gauge the aggregate, digital experience of your customers with your product, you can also use to collect feedback at a number of other touchpoints along the customer journey.
https://marketplace.mopinion.com/survey-templates/customer-effort-score-ces-loyalty/
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