One of the best things you can do in 2020 is to improve the customer experience. Nearly a third (32%) of customers say they will stop doing business with a brand after just one bad experience. On the flip side, when they have a great experience, they tend to spend more money and return more often.
How bad is the problem? 54% of consumers say that the customer experience at most companies needs to be improved. You may not be able to fix everything all at once, but you must pay attention to the things that matter most to customers.
http://customerthink.com/7-ways-to-improve-your-customer-experience-in-2020/
Today’s empowered customers, choose their path and view the entirety of the experience with your brand across all touchpoints as one connected experience. Your customers interact with you on their own terms, shift preferences, flow across channels, and take unpredictable routes to a fluid destination. As a result, your sales, marketing, and customer experience organizations need to deal with broader issues: customer’s demand for transparency, shorter consumer attention spans, ubiquitous connectivity and access, and traditional channel fatigue. On the other hand, the back-stage functions need to know where the technology and systems issues lie, to understand where individuals customer’s “get stuck or lost,” and drop off the grid altogether.
http://customerthink.com/customer-journey-management-the-key-to-better-customer-engagement/
Have you ever had an irrelevant ad follow you around the Internet for a week? Or did you try to buy something online but checkout was too much of a pain? Or you clicked a link only to land on information different from what you expected to see?
Customers today are used to brands disappointing them online. That's why the vast majority of marketing emails are ignored, along with the majority of carts being abandoned and mobile apps being uninstalled.
https://www.marketingprofs.com/articles/2018/33696/devise-better-customer-journeys-with-customer-data-as-your-gps/
Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.
Let’s take a look at how they’ve experienced the Mopinion software thus far…
https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
How many surveys have you received in the past week? I just checked my inbox, and I’ve received seven total, which averages to one survey per day.
If you recently made a purchase or canceled a service, your survey probably goes one of two ways: “Why did you choose us?” or “Why are you leaving us?”
Imagine if you could engage with your customers on a more intimate level throughout their lifecycle while they’re engaged with your website or app. By asking questions throughout the customer journey, as opposed to just the beginning or end, you’re guaranteed to have a higher response rate opening yourself up to a wealth of knowledge about your customer's decision-making process. You would already know why they are choosing to cancel based on their previous interactions with you.
https://blog.hubspot.com/customer-success/real-time-customer-feedback/
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data to influence your company growth.
https://www.digitaldoughnut.com/articles/2019/january/how-to-leverage-your-customer-insights-for-growth/
Research says that it costs 5 times as much to attract a new customer, than to keep an existing one while the chances of selling to an existing customer is 60%-70% and to a new prospect around 5% to 20%. To retain your existing customers its important to understand them. It is not about what you think your customer experience but how your customers feel about doing business with you. It is a pictorial representation of all the steps your customers take when they do business with you over a period of time and their thoughts and feelings at the different stages.
http://customerthink.com/how-to-map-your-customer-journey-to-delight-them-like-never-before/
Stanley Martin Homes, a highly respected homebuilder operating in the housing market for over 53 years, has selected Avid Ratings to measure homebuyer satisfaction. Through this partnership, Stanley Martin and Avid will transform the customer lifecycle by using meaningful data to unlock insights and enhance the customer journey.
http://streetinsider.com/Business+Wire/Stanley+Martin+Homes+Selects+Avid+Ratings+to+Provide+Customer+Loyalty+Insights/16342135.html/
No function handles a broader range of customer touchpoints than customer care. Executives would be wise to make it the centerpiece of any effort to transform the customer experience.
Consumer expectations are rising across the board—not due to a specific industry but from all of the excellent interactions that leading companies provide.
https://www.mckinsey.com/business-functions/operations/our-insights/the-role-of-customer-care-in-a-customer-experience-transformation/
Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
https://mopinion.com/heatmapping-tools-you-might-want-to-try/
