Internet of Things (IoT), the market for which will grow from $625.2 billion in 2015 to $1.29 trillion in 2020, has, helped drive this fundamental shift. It is this ability to connect brands directly with the end-customer that is making IoT one of the key agenda points in boardroom discussions.
http://www.financialexpress.com/industry/technology/internet-of-things-what-is-technology-all-about-find-out-here/1015206/
In the rush to offer “digital-first” technologies for customer interactions, many companies are falling short. One extreme example comes to mind: A company was experiencing a significant rate of abandonment for the mobile surveys opened by its customers. It turned out the first screen had three paragraphs of legal disclaimers that customers had to click through to get to the survey. Most of them just gave up.
https://www.cmswire.com/customer-experience/make-the-most-of-digital-first-strategies-by-blending-the-old-and-new/
Imagine that your company’s technology is loved by customers, considered ‘best of breed’ in the industry, and has a steady NPS, comfortably in the 20s, 30s or 40s. Now imagine that in the midst of this success, some of your longest standing accounts begin to drop, others scale back their usage, and referrals slow way down.
How, you ask, is it possible? After all, isn’t the whole point of having a high NPS to ensure successful retention, upselling, and referrals?
Here’s the secret: When it comes to technology, NPS has a blind spot.
http://customerthink.com/tech-companies-beware-of-the-nps-blind-spot/
Today, marketers can add more flourishes than ever to surveys. They can ask customers questions at the cash register, the online shopping cart, in an email, or via text—or in all these places. They can also pile on as many questions as they want... They have the technology to do it, so why not?
https://www.marketingprofs.com/articles/2017/32272/three-customer-feedback-myths-that-deserve-busting/
For modern business owners, tracking their customer and related experiences is really crucial to stay a step ahead of the competition. As the market says, customer experience (CX) is the key driver of any businesses’ success. With technological advancements, the business domain is now gifted with social media analytics as-well-as tailored software that track customer experience across multiple channels. In this article, we will be discussing how your small business can utilize these customer experience analytics and drive home your business-critical customers.
http://customerthink.com/tracking-customer-experience-analytics-helps-small-businesses/
When marketers first started creating their own branded apps, user acquisition was their top priority. But they eventually realized that a huge user base doesn’t neccesarily translate to high app engagement, and many users abandon an app after a few tries. eMarketer’s Tricia Carr spoke with Lou Orfanos, head of sales and marketing at mobile engagement platform Localytics, about tactics and technologies that are helping marketers build up their apps’ active and engaged user bases.
https://www.emarketer.com/Article/Using-Right-Technology-Data-Keep-Mobile-App-Users-Engaged/1016776/
A customer-centric approach has always been a fundamental strategy for business. However, lately it seems to have become more of an idyllic vision than a reality.
Technology allows us to reach customers across the globe. But, it has simultaneously driven us further apart. Whereas businesses used to be in tune with their customers' every need, many corporations today have gained a reputation for being both out of touch with their customers, and slow to innovate.
https://www.entrepreneur.com/article/308367/
The term digital transformation is increasingly creeping into the boardrooms of businesses both big and small. Finally, there is a realization at the top of many organizations that digital has genuinely changed the world and that business as usual is no longer an option.
Unfortunately, few executives understand either the nature of digital or how it has changed things. Worse still they are not turning to us, as digital experts, for the answers. In this post, I want to encourage you to embrace the new boardroom buzzword and move from digital implementor to digital transformation advocate.
http://mediatemple.net/blog/tips/digital-transformation-care/
Digital transformation consists of multiple interdependent and intersecting changes driven by technological disruption. An organization’s ability to not only survive digital transformation but thrive, is dependent on its ability to manage complex change with a cohesive strategy. Research data from multiple sources indicates that slightly more than half of major change initiatives are viewed as successful. That means that nearly half fail to achieve their goal, a clear indication that organizations will need to sharpen their change management skills to transform to the digital state. Does your organization have a plan in place for managing digital transformation?
https://www.arcweb.com/blog/will-you-survive-thrive-digital-transformation/
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