In this hyperconnected and competitive environment, keeping your customers satisfied is non-negotiable. According to a Walker study, by the year 2020 providing great customer experience and building long-term relationships will be a major differentiator for your business overtaking price & product features as the key differentiating factors.
A relationship becomes strong only with trust and openness. Your relationship with your customers is no different. Staying accessible, being easily reachable to customers and engaging with them at each stage of their customer journey is the first step to building trust with your customers. Here are a few important reasons why you should care about being reachable to your audience:
https://www.business2community.com/customer-experience/3-reasons-to-stay-easily-reachable-to-your-customers-02183059/
Come to think of it. Customers are on a journey. From the moment they first learned about you to their first purchase, every step leads to a path. As a marketer, it’s your responsibility to drive them to your desired path – the conversion path.
Personalizing customer journey leads to better customer experiences since everything you send them is relevant to their specific needs. As a result, you get better email marketing performance. In fact, 96% of organizations believe that email personalization can improve email marketing performance. And the open rate for emails with a personalized message was 18.8%, as compared to 13.1% without any personalization.
So, be sure your email marketing software makes it easy for you to personalize customer journey, and then follow these tips!
https://customerthink.com/5-ways-to-personalize-customer-journey-for-improved-relevance/
People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal.
I won’t spend an inordinate amount of time on this because we all know and dislike silos. We have built an awareness of the problem, and we have an accurate model, so our task is to put our heads together and figure out how to stop them.
As it turns out, customer experience unlocks a radical capability of mapping the customer journey. This sounds innocent enough, I’ll admit, but if you look deeper you will see that this fundamental process is anathema to silos. To destroy silos, all you need to do is focus on changing customer journeys.
https://customerthink.com/break-silos-with-this-secret-customer-experience-weapon-cascading-collaboration/
Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention.
In my new blog for Customer Think, I discuss how digital feedback management solutions offer a less intrusive approach.
http://blog.verint.com/customer-engagement/customer-initiated-feedback-a-new-window-into-the-customer-journey/
The number one rule in customer experience (CX) is to meet your customers where they live. Understand their preferences, their challenges. Know what gets their goat. As CX practitioners, we also should know the way, or ways, our customers prefer to communicate with us. Are we giving them their preferred option? Or are we simply using the channels that suit us best?
http://customerthink.com/customer-initiated-feedback-a-new-window-into-the-customer-journey/
The essential role of customer experience – and the increasing focus on the customer journey – is driving many evolutions in the corporate world and within organizations. Digital marketing transformation is one of them. Digital transformation processes, for instance, nowadays are predominantly led by customer (experience) goals. We see that digital marketing transformation (not to be confused with digital transformation as such as is too often the case) ranks high on the agenda of many organizations striving towards a more customer-centric view around experiences and the overall customer journey and life cycle. In this article we take a closer look at digital marketing transformation
https://www.i-scoop.eu/digital-marketing-transformation/
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/
Content is what pulls prospects through your buyer's journey, but making your content stand out is becoming more difficult. Here's how brands can use visual marketing to make their customer journey more engaging says, Daan Reijnders, CEO, Instant Magazine
https://www.martechadvisor.com/articles/interactive-content/how-to-make-your-customer-journey-more-engaging-with-visual-content/
As a marketer, your ability to provide optimized customer journeys across media and channels throughout the customer life cycle has a positive impact on both your customer and your brand.
The expectations of an always-on customer are always accelerating. Consumers are not just comparing their experiences with your brand against those they’ve had with your direct competitors; today, they’re comparing their experiences with your brand against the best experiences they’ve ever had – with any brand. And, consumers are fickle. In fact, 75 percent say they would be willing to stop doing business with your brand after just a single bad customer experience.
http://customerthink.com/how-to-optimize-your-customer-journeys-its-not-just-a-technology-challenge/
It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres. Sometimes a little friction can be a good thing.
http://customerthink.com/improve-customer-experience-by-introducing-friction/
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