If you are not focused on receiving and using customer feedback, you are missing out on an amazing growth tool. Gathering customer feedback throughout the entire customer journey is of great importance to the buyer life cycle, marketing campaigns and the entire customer experience. As focuses shift to improving this experience, continuous feedback will be required.
According to a recent study, 86% of buyers will pay more for a better customer experience. And by 2020, customer experience will overtake price and product as the key brand differentiator. How do you get the best experience? By listening to the customer, of course.
https://www.forbes.com/sites/danielnewman/2018/04/10/want-better-customer-experience-combine-crm-and-customer-feedback/#1211312b3fbb/
In today’s Internet-driven world, customers have more power than ever. If customers have a positive customer experience, they will share this experience with friends, family and connections, which in turn can lead to new business. All at zero cost. But what happens if you fail to provide a positive customer experience?
https://www.superoffice.com/blog/customer-complaints-good-for-business/
CXOs no longer consider technology to be the top factor that will impact their businesses in the coming two to three years, according to the IBM Global C-suite Study, released Monday. Instead, 68% of the 12,800 CXOs surveyed across 20 industries and 112 countries said they expect organizations to emphasize customer experience over products in the future.
https://www.techrepublic.com/article/why-cxos-believe-customer-experience-is-more-important-than-tech-in-digital-transformation/
Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.
http://www.customerexperienceupdate.com/?open-article-id=7825450&article-title=why-learning-cx-will-make-you-happy-and-successful&blog-domain=360connext.com&blog-title=360connext/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
In 2012, just about the time people started putting the word digital and the word experience together, Michael Hinshaw, then CEO of San Francisco-based McorpCX – now its president, described digital experience as the following. “Digital experience, isn’t an IT-driven initiative; it’s a customer-needs driven initiative," he wrote in an opinion piece for Adobe owned CMO. He also added that there is a huge difference between simply using technology and actually using it to improve customer experiences that address the customer needs.
https://www.cmswire.com/digital-experience/why-web-cms-and-digital-experience-platforms-are-different/
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