The world consumes media, entertainment, information, news, and advertising messages very differently than just a few years ago. Our changing consumption patterns haven’t changed the way we make a decision or purchase, however.
You need to ask yourself if your digital marketing efforts are enough to establish awareness, familiarity, and confidence with consumers so they’ll engage and take action to do business with you. Remember, traditional media and internal processes still play an integral role in balancing the right marketing mix.
http://www.dealermarketing.com/digital-marketing-dont-count-clicks-hatch/
Content is what pulls prospects through your buyer's journey, but making your content stand out is becoming more difficult. Here's how brands can use visual marketing to make their customer journey more engaging says, Daan Reijnders, CEO, Instant Magazine
https://www.martechadvisor.com/articles/interactive-content/how-to-make-your-customer-journey-more-engaging-with-visual-content/
“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. And this occurs across every contact point – be this online via your desktop or mobile site, through your mobile app, via live chat, one-to-one at your call center or even face-to-face in one of your physical locations.
If you’re able to excel in meeting this huge challenge head on, then the potential rewards on offer are huge. But you need to tie every part of your omnichannel strategy to your own specific business objectives. Just because something works for another company, it doesn’t mean it’ll also work for you.
http://customerthink.com/omnichannel-experiences-are-critical-but-must-drive-tangible-business-benefits-to-be-successful/
If you haven’t noticed, it’s all about the customer these days. According to a research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer.
https://mopinion.com/30-customer-feedback-tools-an-overview/
As its name suggests, digital transformation is in a state of flux. Business leaders are increasingly acknowledging the importance of implementing a strategy for making digital tools and ideas the core of business operations, but that doesn't mean transformation is happening everywhere you turn.
https://www.inc.com/jeff-pruitt/3-things-to-know-when-setting-digital-transformation-kpis.html/
We’ve all heard that writing according to the company style guide is good for customers because it creates brand voice consistency. But does that still apply when customers are looking for help? When it comes to self-service, the brand voice can often be tone deaf. It may be time to trade in the traditional brand voice for a more adaptive, empathetic approach to communication that puts the customer’s language and style, not your brand’s, at the center.
https://www.entrepreneur.com/article/306674/
According to Econsultancy’s Ecommerce Performance report, which is based on a survey of more than 400 ecommerce professionals, a culture of testing and experimentation is one of the key ways brands can optimise performance to reach true innovation.
But are ecommerce marketers reaching experimentation maturity? Here are a few key charts from the report, with further insight into what they tell us.
https://econsultancy.com/blog/69741-just-half-of-ecommerce-companies-do-regular-usability-testing-but-60-planning-conversational-commerce/
At a time when well over 500 new start-ups are being launched each day in the UK, finding ways to differentiate and grow a business brand is more important than ever. User generated content in the form of customer endorsements and online reviews are a powerful way to achieve this and verify claims made about a product or service. The simple fact is that reviews help consumers decide whether they should purchase a particular product or service.
http://www.smeweb.com/2018/01/22/see-positive-side-negative-customer-reviews/
CEO, Vinod Muthukrishnan, Co-Founder of CloudCherry, shares that customer experience is the biggest differentiator for brands today. He discusses why digital surveys are the best way to collect customer feedback and why long paper feedback forms are obsolete .
https://www.martechadvisor.com/articles/customer-experience/do-customer-surveys-have-a-future/
Most customer service professionals are familiar with the two most common customer service metrics: the Customer Satisfaction (CSAT) Score and the Net Promoter Score (NPS). NPS asks customers how likely they are to recommend a company to their friends or colleagues on a scale of 0 (not at all likely) to 10 (extremely likely), while CSAT typically asks customers to rate the quality of specific experiences, like a customer service chat or a store visit.
https://www.business2community.com/customer-experience/care-customer-effort-score-01840420/
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