New Medallia study finds that companies with ‘robust listening posts’ were 60% more likely to improve CX than those without.
California based software company Medallia has released its latest report on analysing and implementing unsolicited consumer feedback, ‘Breaking The Code – Customer learning and innovation’ to improve customer experience (CX).
In partnership with Accenture, the report seeks to advise businesses on how to best develop consumer engagement strategies based on customer feedback. The report highlights listening posts, learning systems and customer-centric alignment as key focus areas for firms looking to enhance CX.
https://www.marketingmag.com.au/news-c/news-report-feedback-strategies-improving-cx/
One of the things that almost everyone of us does is to optimize. We optimise our time, our money and at times even our relationships. We want maximum efficiency in almost everything that we do. In organisations, we compensate sales guys on sales made, product managers on product development, marketing folks on leads generated, manufacturing folks on operational efficiency. Everywhere we look, we can find efforts to maximise efficiency in that part. This, in general, is our attempt to gain local optima. We try to reach optimal performance in that specific domain with no regards to the effect it has on the global performance.
This is why we have sales teams ending up selling something that is easier to sell than selling one that the company strategy is betting its future on. This is why we have manufacturing teams producing more stock of an item then needed to improve their operational efficiency. This is the reason why we have well-meaning folks from Dell outsource everything to their Chinese suppliers leading to the disruption of Dell as the leader of the PC revolution.
http://customerthink.com/to-succeed-optimise-the-one-variable-that-matters/
Customers demand relevance and real value from marketing in exchange for loyalty now. The true value of personalization can only be harnessed when organizations work on capabilities that are founded on enhancing Customer Experience (CX).
https://retail.economictimes.indiatimes.com/re-tales/how-can-brands-personalise-customer-experience/2929/
Shopping cart abandonment is an occurrence that plagues many retailers and webshops all over the world on a daily basis. By definition, shopping cart abandonment is when a potential customer starts the checkout process for an order online but drops off before completing the purchase. You will probably all agree with me when I say that the thought of the customer getting all the way to the shopping cart only to leave empty-handed is a very troublesome one, which is why it’s important to take action and stop it.
https://mopinion.com/5-user-experience-ux-strategies-to-reduce-shopping-cart-abandonment/
Collecting feedback from your shoppers and customers allows you to better cater to their needs, preferences and values, and a few rather unorthodox questions can provide the information needed to direct your attention to a plethora of possible solutions.
Customer feedback surveys are a little boring, but they’re important. If you don’t know what people think, then you have no real way to gauge how well you’re doing. If you aspire to innovate and grow, these surveys can give you the information you need to make those changes happen. Asking a few unorthodox questions can open your eyes to even broader possibilities.
https://retailnext.net/en/blog/7-meaningful-questions-to-add-to-your-customer-feedback-survey/
Of course, every small business is different and has it’s own unique challenges when it comes to reaching new customers and achieving growth. However, there are a variety of tactics for new customer acquisition in 2018 that can apply across regions, target markets and demographics if applied correctly. With that said, here are several approaches to consider when looking to grow your customer base in 2018 and beyond.
https://www.business2community.com/small-business/make-2018-year-net-new-customer-growth-02016830/
CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
For Shaun Wilton, Deb Heaphy and the rest of the CX team at Carsales.com, being at the top of their game is no reason to rest on their laurels. Working with technology from Zendesk, the team has dug deeper into customer insights to create a voice-of-customer (VoC) approach that seeks to deliver the best outcome for customers in all instants.
https://www.cmo.com.au/article/634161/how-carsales-lifted-its-cx-game-through-fresh-voice-customer-program/
As a business owner, your primary goal is improvement—you’re constantly trying to re-invent your business strategies and ideals to make your company shine. A big part of this is reception: what do your customers think of your company?
The correlation between popular businesses and higher customer satisfaction is easy to see. It’s true that more people will flock to your company after hearing positive things from friends and family. It’s long been recognized that people remember negative experiences more easily, so what can you do to improve overall customer satisfaction? Let’s look at what you can do to make your company retain the loyalty and respect of your patrons.
http://customerthink.com/optimizing-your-business-to-improve-customer-satisfaction-2/
Internet privacy and more specifically, the use of session recording tools have been a hot debate in recent months. While regulators and industry leaders concern themselves with how marketers will use the recorded sessions collected from these tools, there are also concerns regarding the social and criminal impact of storing personal, privacy-sensitive data without the visitor knowing. Is it really smart to be using these tools?
https://mopinion.com/are-session-recording-tools-a-risk-to-internet-privacy/
There is a deluge of website feedback tools. Because of the diversity of feedback applications, you quickly loose the overview and it is not always clear where exactly the difference lies. What can be accomplished with which tool?
https://mopinion.com/31-website-feedback-tools-an-overview-and-comparison/
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