Try Fleming’s Evergreen Experience Audit. In six steps, you can look at your customer experience and uncover expectations, shortfalls and opportunities to line up what you can realistically do with what customers want.
Here’s how to do the audit and what you can gain from each step:
http://www.customerexperienceinsight.com/how-to-bridge-the-gap-between-what-customers-expect-and-what-you-deliver/
Since there’s so much noise out there about customer retention strategies, we went straight to the top agencies and tech companies in the eCommerce ecosystem and asked them to share their most effective tips.
Here are the top 10 customer retention strategies, according to the industry experts:
https://www.yotpo.com/blog/10-ways-to-improve-customer-retention/
While content marketing may always be the number one way to reach customers on the web, using data science is the number one way to keep them around once you’ve caught their attention. Data science, also called big data or machine learning, helps companies develop the kind of customer experiences that leave customers satisfied and looking for more from a given company.
Building customer loyalty is of course key to longstanding success in any market. How can data science help a company succeed over time with an exceptional customer experience?
http://customerthink.com/using-data-science-to-improve-customer-experience/
In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, and how much?
One answer to this question is digitization. Our competitors are able to deliver greater levels of efficiency and effectiveness through digital technologies. So, in order to compete, we also need to be digitally adept.
But is technology the cause for disruption, or is it a mere catalyst? I will support the latter claim, that technology does not cause the incredible success of disruptors but only enables success. Keeping your customers happy is the more direct source of value.
http://customerthink.com/which-is-more-integral-to-success-digitization-or-customer-experience/
User onboarding is the period in which your business is likely to receive the most feedback and support questions from your customers as they want to get started using the product. This makes onboarding an ideal moment to learn from your customers and use those learnings to improve.
https://mopinion.com/user-feedback-the-secret-to-successful-user-onboarding/
When you have a customer service team that answers emails and messages on social media, takes phone calls and places orders, it’s easy to become removed from your customers’ experiences. Without your personal touch in your company's customer service experience, you may be withholding your unique spirit and style from your customer base. It could soon start to take on the values of your employees who were here yesterday but may not be there tomorrow.
https://www.forbes.com/sites/forbesnycouncil/2018/03/02/dont-fear-your-customers-the-power-of-personal-connections/#49c0660a1bc6/
There are many customer experience journey maps in the world – beautiful ones, ugly ones, complicated ones, intriguing ones, short ones, long ones and some more impressive ones than others. What does amaze me though is how much focus there still is on processes and procedures and how little focus on emotions, feelings and values (for both internal and external customers). True, if the basics of procedures and processes are in place there might be less frustration for customers, but if this is the only consideration and looked at in isolation, I have a problem with it. Humans are more complex than this – systems are static and can usually be fixed, but add humans into the mix and things gets complicated. Its messy and un-predictive, but herein lies the secret…
http://customerthink.com/customer-experience-journeys-without-emotion-built-into-it-will-make-companies-cry-in-the-end/
Customer experience is hot on the agenda of most, if not all, businesses. In a world changing at dizzying speed, a single-minded focus on the customer is our defence against disruption. So why are so few doing it well?
The reality is that customer experience often falls through the gaps. The Digital team are cranking on conversion, Marketing are trying to return value back to the business, and Operations are flat out keeping the train on the tracks. For the Exec, while great in theory, investing in customer experience can look expensive and risky. Sound familiar?
https://www.wolffolins.com/how-to-drive-change-in-customer-experience/
As a result of their experience today, how likely do I think it is that my customer will come back?
The key to this question is answering it with complete, sincere honesty. It relies on the person answering it to have actually put themselves in the shoes of their customer so they are able to answer the question with complete honesty. If you wanted to ‘test’ the principle, asking the same question to your customer (independently of the employee) would be fascinating.
http://www.customerexperienceupdate.com/?open-article-id=7884429&article-title=the-customer-experience-million-dollar-question--will-my-customer-come-back-&blog-domain=ijgolding.com&blog-title=ijgolding/
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/
