We start 2018 facing an experience gap – that’s to say a gap between what customers need from their experiences with brands and organisations and the quality of the experience that they actually receive. Improvement of customer experiences stalled from 2016 to 2017 in many markets. Despite talk, action and investment in VOC & CEM programmes, few companies are making any headway in responding to customers’ journey needs and experiences for customer have become ‘average’ at best.
https://customerthink.com/is-dark-data-the-key-to-closing-your-customer-experience-gap/
Under the GDPR, individuals have new rights regarding the portability of their personal data between data controllers. What do marketers need to know?
https://econsultancy.com/blog/69553-the-gdpr-and-data-portability-what-marketers-need-to-know/
Without a systematic approach to aggregating and analyzing feedback in one place, it will be difficult for any company to showcase a unified Customer Experience (CX) or even provide additional perspectives that can enhance it.
https://bizztor.com/in/can-ai-powered-cx-solve-data-silo-problem/
A pioneer in world business and CEO of HSN, Mindy Grossman once said “I believe in accessibility. I believe in honesty and a culture that supports that. And you can’t have that if you’re not open to receiving feedback.” Bill Gates, the richest man in the world said, “We all need people who will give us feedback. That’s how we improve.” Why is it not surprising that successful business leaders and entrepreneurs are always the ones who are wanting to take feedback from their customers?.
Now you may ask, ‘Why would the customers want to give feedback?’ While some might want to see genuine improvement in the products that they use, some others might think it is a waste of their time. However, customer feedback is a goldmine of information and the onus is on you to be able to mine out this free data. You cannot succeed until you understand what your customer needs and until you innovate accordingly. Remember that collecting feedback is only half the work done; the other important half is to act upon the feedback and make your customers believe that their voice is always heard and respected.
http://customerthink.com/8-common-misconceptions-about-customer-feedback/
A few years ago, if you were a small business looking to grow, you would have been at a disadvantage when it came to technology-enabled transformation, due to high costs and limited options. Today, the story is completely different. With the rise of cloud-based SaaS applications, technologies that were reserved for businesses with big budgets are now available to small and medium businesses (SMBs) at a fraction of the cost. This makes digital technologies far more accessible and scalable for SMBs. In addition, capabilities available through these applications have also increased exponentially.
Let’s look at some of the ways in which small businesses can use digital technologies to their advantage.
https://www.firstpost.com/business/why-leveraging-data-can-be-a-game-changer-for-small-and-medium-businesses-4417589.html/
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