eringilliam: cx*

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  1. Today’s businesses no longer compete on product, price and advertising space alone. The experience they provide to customers has become a leading differentiator, and deterrent, in purchase decisions.
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  2. 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.
    Tags: , , by eringilliam (2017-11-22)
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  3. 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.
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  4. In the market for a customer experience management solution? Beware: with the increasing attention for customer experience, not all customer experience management software is what it seems or claims to be. Many customer feedback solutions and quite some CRM, marketing automation and Enterprise Content Management system (ECM) cloud solution vendors call themselves providers of customer experience management software these days, even if they’re not really always that. But then again, many CEM solution vendors have risen from a convergence of various solution categories as Forrester Research predicted back in 2011 (with a focus on the digital evolutions). A simple look at some of the major players says enough. Typical examples: SDL Tridion and OpenText with their roots in content.
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  5. 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.
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  6. User experience is defined as the overall experience of a person when using a product (such as a website), specifically referring to how easy or pleasing the product is to use. Digital user experience encompasses all aspects of a person’s interaction with your web or mobile site including behavior, actions, perceptions and satisfaction. Putting an emphasis on user experience will not only benefit your customers but will consequently deliver results for your company.
    Tags: , , by eringilliam (2017-09-20)
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  7. There’s no shortage of web browsers tempting those who want a new browsing experience. Google’s Chrome browser leads the pack, followed by Mozilla Firefox, Apple Safari, Microsoft Edge, Opera, and many, many more. Chances are you’ve heard of these, and maybe tried them all. Now, though, there’s a new browser on the scene, trying to push through the crowd to get into the cool group. It’s called Vivaldi, and its roots stem from Opera, the plucky underdog of the web browsing world which, if you ask many long-time users, went off the rails. The Vivaldi web browser was born to calm those disgruntled Opera natives. It accomplishes much more than that.
    Tags: , , by eringilliam (2017-09-19)
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  8. It’s tempting to think of Generation Z, the segment of the population born between 1995 and 2010, as simply Millennials 2.0; however, much of the market research that’s been conducted points to a different reality. Though there are similarities — Generation Z is also driven by authenticity and prone to trust peer reviews over ad campaigns — the differences stand out, and if we pay attention, have something to teach us about digital marketing in the coming world.
    Tags: , , , by eringilliam (2017-09-14)
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  9. 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.
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