While most leading organizations are now investing in CX programs, the impact these programs have on both company performance and the customer experience wildly varies.
Customers’ needs and expectations have changed considerably in recent years, both in terms of the experience they receive and how they want to interact with organizations. The result is that CX practices that may have worked a few years ago are much less effective today.
http://www.customerexperienceupdate.com/?open-article-id=7160067&article-title=is-your-cx-program-fit-for-survival-&blog-domain=verint.com&blog-title=verint/
In today’s fast-paced world, where our thoughts, opinions, and ideas can be shared with the click of a mouse or with a few taps on a keyboard, there seems to be a constant yearning to have our voices heard, to offer advice, and to give our opinions in as short amount of time as possible. This may work on social media; however, when you have a business to run and clients to serve, this can cause problems.
https://customerthink.com/improve-your-customer-experience-dont-just-hear-listen/
In the retail industry, the customer is at the core of success (as the saying goes, “the customer is always right”), which is why there is a constant desire to know more about them. What do they expect, what do they like, did they enjoy visiting the store, were the employees helpful? Generally, we believe that the more feedback we solicit, the more data we receive. And the more data points acquired from the customer, the better retailers can understand how to both cater to and enhance their experience.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-to-enhance-cx-by-acting-on-available-data/
Enterprises are investing heavily in the digital customer experiences they serve to consumers.
Yet there’s still plenty of confusion around what constitutes a good digital experience. The fact that 75 percent of brands do not know what engagement means — yet are still measuring it — underlines this confusion.
By taking action without the right knowledge in hand, brands fall into pitfalls such as focusing on enhancing only very narrow areas of their digital presence, leaving their broader digital presence needlessly fragmented and complicated.
http://www.cmswire.com/digital-experience/how-do-you-define-dx-project-success/
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/
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/
Wouldn’t it be great if you could predict how much revenue you’d be receiving 2 months from now? 6 months from now? A year from now? Finance departments take lots of factors into consideration when trying to make long-term revenue predictions, but often fall short because they’re not seeing the whole picture. In this edition of #CXSecrets, I’m going to reveal how measuring customer experience can help companies more accurately predict long-term revenue.
https://www.business2community.com/customer-experience/cx-secrets-not-measuring-cx-like-not-counting-money-02024096/
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/
Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
Just as quickly as January passed us by, many great articles and studies were published that brought great insights about the Customer Experience (CX) that you and your company can use to try and get a foot up on your competitors.
Let’s look at some of the great CX stories that caught our eye this past month:
https://www.iperceptions.com/blog/customer-centric-roundup-january-2018/
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