Digital transformation consists of multiple interdependent and intersecting changes driven by technological disruption. An organization’s ability to not only survive digital transformation but thrive, is dependent on its ability to manage complex change with a cohesive strategy. Research data from multiple sources indicates that slightly more than half of major change initiatives are viewed as successful. That means that nearly half fail to achieve their goal, a clear indication that organizations will need to sharpen their change management skills to transform to the digital state. Does your organization have a plan in place for managing digital transformation?
https://www.arcweb.com/blog/will-you-survive-thrive-digital-transformation/
Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.
The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.
The problem is that brands fail to realize the primary value of VOC data. Information culled via customer feedback is valuable because it creates internal alignment and provides insights that allow brands to execute quicker than the competition.
https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
You’ll need to consider and control many factors if you want your digital marketing strategy to be successful. Your branding efforts, the types of campaigns you choose, the amount you invest, and how you stitch those campaigns together all matter—but you may not realize how much the advancement of your tech plays a role in your success.
https://www.forbes.com/sites/johnrampton/2017/08/22/digital-marketing-strategy-new-tech/#2772b2972eaf/
At a time when well over 500 new start-ups are being launched each day in the UK, finding ways to differentiate and grow a business brand is more important than ever. User generated content in the form of customer endorsements and online reviews are a powerful way to achieve this and verify claims made about a product or service. The simple fact is that reviews help consumers decide whether they should purchase a particular product or service.
http://www.smeweb.com/2018/01/22/see-positive-side-negative-customer-reviews/
Most customer service professionals are familiar with the two most common customer service metrics: the Customer Satisfaction (CSAT) Score and the Net Promoter Score (NPS). NPS asks customers how likely they are to recommend a company to their friends or colleagues on a scale of 0 (not at all likely) to 10 (extremely likely), while CSAT typically asks customers to rate the quality of specific experiences, like a customer service chat or a store visit.
https://www.business2community.com/customer-experience/care-customer-effort-score-01840420/
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
Whether companies know it or not, website content largely defines the success of your business. Think of it this way: your website is often the first chance you have to market your company’s products and services to your customers.
https://mopinion.com/collecting-feedback-on-website-content/
From a single blog to a full-blown website, any new digital marketing project goes through several iterations before launch. Each stage of the project presents an opportunity to discuss the plan, make changes, and get buy-in from the entire team. When clients skip this opportunity or fail to understand its importance, bad things happen.
https://www.business2community.com/digital-marketing/need-provide-feedback-every-stage-project-01961070/
One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be “How do other companies take action on their customer feedback?”
https://www.maritzcx.com/blog/havent-able-take-action-cx-feedback/
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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