Businesses are going to focus on customer satisfaction and experience, and consumers are actively looking for those brands that deliver on the promise.
Sounds too good to be true, doesn’t it? But of course, you may have more questions than answers: how do you achieve customer satisfaction? How do you increase customer satisfaction? How do you define customer satisfaction? Let’s dig in.
https://amaphiladelphia.com/the-benefits-and-importance-of-customer-satisfaction/
Stories are a better way to learn a customer's true experience, and the value they received. Of course, you can ask for examples on your surveys. But nothing replaces a conversation where you can go deep. Probe through dialogue. Gather real insights rather than platitudes.
https://www.inc.com/stephen-shapiro/how-to-know-if-your-customers-are-really-satisfied.html/
What can marketers expect for 2019 – new year, same customers… the same, but different? In a marketing climate cluttered with data perspectives, too much is getting lost in the mix, including a focus on CX.
https://www.marketingmag.com.au/hubs-c/sponsored-sas-blending-data-cx/
Is there such a thing as “digital customer experience” and even a “social customer experience”? Yes and no. We can look at the overall customer experience in the context of digital touchpoints. We can look at individual experiences across digital touchpoints and interactions. Yet, at the same time, it’s important to remember that the customer is not just a digital customer (as in using lots of digital channels and touchpoints).
https://www.i-scoop.eu/digital-customer-experience/
Since digitization, prospective customers of a company or brand have better access to social media and online content and therefore good opinions from existing customers can sway their opinions and in turn affect sales. Today, customer experience has become imperative to scale business growth in a competitive economy. As of now, companies are heavily investing in technologies such as conversational chatbot, use of virtual reality in retail, machine learning to process customer feedback to tailor their strategies.
https://customer-experience-management.cioreview.com/news/the-driving-force-behind-customer-experience-nid-25775-cid-118.html/
My crystal ball says winning experiences will deliver.
I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess.
I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery) pitted against traditional retailers who will rely on (reasonable prices, reduced customer effort, sufficient selection, and immediate product availability). Ok, I imagine some of you are saying, “That isn’t a prediction. That is a description of the current state.” To that, I might generally agree – with an evolving caveat!
http://www.customerexperienceupdate.com/?open-article-id=8022469&article-title=the-future-of-customer-experience-delivery&blog-domain=josephmichelli.com&blog-title=michelli-experience/
Forrester recently published a paper on the future of customer experience measurement and they didn’t mince words with comments like:
• “CX leaders told us that their response rates are declining, especially among younger customers”
• “Today’s empowered customers reject old-school CX surveys”
• “Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective.”
They have some great examples embedded in the paper, but I’m starting to hear some variation of, “OK. I’m on board with what Forrester is saying, but specifically, what do I need to do to get more feedback and more thoughtful feedback?”
Here’s how I’m seeing Forrester’s concepts applied successfully:
http://customerthink.com/the-future-of-customer-experience-measurement/
Customer experience is the key differentiator among loyalty marketers and mobile currently plays, and will continue to play, a starring role in its evolution, according to Krish Mantripragada, Chief Product Officer, Medallia.
Loyalty360 talked to Mantripragada about the future of customer experience.
https://www.loyalty360.org/content-gallery/daily-news/the-future-of-customer-experience-revolves-around/
For many (really many) years now we’ve been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm – that’s been in the make for decades – started being felt.
The disconnect between what we believe as businesses to be valuable for customers and what customers – people – see as valuable. The signs, research and impact are known since so long. Just take the famous customer experience delivery gap I mentioned here.
https://www.i-scoop.eu/the-harsh-truth-about-customer-focus-in-the-board-time-to-get-real/
Are you ready for GDPR? Failure to be in compliance with the new act can result to fines of up to 4% of annual global turnover, or EUR 20 million, depending on whichever is the greatest. GDPR is set to affect most sectors, here we look at how the legislation impacts on the collection of guest surveys.
https://www.digitaldoughnut.com/articles/2018/march/the-impact-of-gdpr-on-guest-feedback-surveys/
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