Customer experience management is about listening to your customers, analysing what they say, and acting on the insights. But without text analytics, this is an almost impossible task.
https://www.mycustomer.com/community/blogs/fabrice-martin/make-text-analytics-the-basis-of-cx-programmes/
I sat down to watch the finale of my favorite sci-fi series on a recent Sunday evening when I discovered that I had been locked out of my TV streaming service. After struggling to find a solution online, I fired off a tweet asking the company for help. The company responded a few minutes later: "I'm so sorry you're having trouble connecting to your account -- DM us your phone number, and we'll have a customer service representative call you back soon." I DMed my number, and asked, "Why can't you just help me here? And how long will it take to get a call back?"
No response.
After 10 minutes, I gave up and just called them (my least favorite way of getting help). I waded through a complex phone menu, then waited on hold for 20 minutes before finally getting through. Though the representative was very nice and resolved my issue quickly, it was too late -- I was incredibly upset that I'd wasted almost an hour of my Sunday evening for a pretty simple issue. I didn't care how sorry the company was, or how friendly the agent was when I eventually got through. I especially didn't care for hearing "your call is very important to us" every two minutes as my evening dragged on. I just wanted my problem solved quickly and easily, and ideally without having to actually speak to anyone. The same holds true for countless others today. Welcome to the era of the bullshit-proof consumer.
Almost anything is now possible at the touch of a button -- ordering a taxi, controlling your home, running your business or even finding true love (or whatever kind of love you're looking for). But, customer service has fallen behind. Inspired by the Zappos model (phone anytime and speak instantly to a highly motivated customer service agent), many brands started training their agents to deliver the best possible service; to throw away the script and to be human, emotive and caring. But, maintaining this level of service at a large scale is expensive -- so expensive that the same brands began to make it increasingly difficult for consumers to actually speak to the agents they'd trained so intensely. Phone numbers became buried deep in websites, and phone menus were designed to encourage people to give up before they actually got through to anyone.
Read the full article.
https://www.entrepreneur.com/article/320202/
Customer feedback is the best source we have for collecting the consumer insights we need to improve our businesses. Asking for feedback, analyzing it and implementing product/service fixes where necessary can make all the difference for building brand loyalty and achieving success.
https://www.entrepreneur.com/article/315805/
Whether you create your product for external clients, consumers, or internal users, your users will eventually see some version of your product. Maybe that’s a wireframe, a clickable prototype, an interactive prototype with dummy data, or a live product. New feature requests and change requests at any stage of development, especially after launch, are a fact of life for most products that have users.
Sooner or later, change requests from different users will start to contradict each other, or become too difficult to implement. This may make you rethink your product’s purpose. Product teams, engineering teams, and other stakeholders need ways to make sense of that.
https://www.brainleaf.com/blog/brainleaf-news/prioritize-user-feedback/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
One of the hardest things about design is keeping track of the terminology. There are many words to learn, and definitions frequently overlap. But don’t think for a moment that any two terms mean the exact same thing. Distinctions abound. Abbreviations matter.
So it is with user experience and customer experience design, or UX vs. CX. The two disciplines are so closely related, their differences so murky, that they are sometimes used interchangeably.
http://fastcompany.com/90442611/branding-is-dead-cx-design-is-king/
Twitter can be a very effective tool for addressing questions about a brand’s product or services, but it’s not being used effectively, according to a new study.
https://www.entrepreneur.com/article/247390/
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”
The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
https://www.business2community.com/strategy/acing-omnichannel-support-in-saas-02098386/
Mobile apps have become the bread and butter for many digital marketers. This is mostly credited to the fact that a quality mobile app has the potential to promote and grow your business tremendously. It can open new channels of revenue, introduce you to new marketing strategies (e.g. location tracking), give you the opportunity to provide more modern social media campaigns and of course, enable you to focus more on user experience. However, as the famous Rocky Balboa (yes, I’m a fan) puts it, ‘it ain’t all sunshines and rainbows’. Developing a successful mobile app can be a demanding task that requires a lot of thought and understanding of what the customer needs. So what better way to explore what the customer needs than to ask them directly? Customer feedback makes that all too simple.
https://mopinion.com/easy-to-use-mobile-app-feedback-form-templates/
Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year alone.
https://www.cmswire.com/customer-experience/5-customer-experience-trends-to-watch/
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