Customer experience is the key differentiator among loyalty marketers and mobile currently plays, and will continue to play, a starring role in its evolution, according to Krish Mantripragada, Chief Product Officer, Medallia.
Loyalty360 talked to Mantripragada about the future of customer experience.
https://www.loyalty360.org/content-gallery/daily-news/the-future-of-customer-experience-revolves-around/
While many retail marketers are excited about the opportunities technologies such as machine learning and artificial intelligence will bring in terms of customer engagement and meaningful connections, the reality is that most haven’t even figured out how to tackle truly personalized omnichannel engagement.
For brick-and-mortar retailers, hybrid retailers, online-only ones and everything in between, omnichannel yields a significant advantage in personalizing engagements. Inbound and outbound touch points, including phone, digital and social across multiple devices, traditional direct mail and addressable TV are just a few of the avenues for brands to personally connect with consumers these days.
https://marketingland.com/game-changer-retail-personalization-consumer-identity-management-222993#/
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/
Over the past few years, I’ve been lucky enough to travel to many different places: in most European countries, in the US, in Brazil, in the Middle East, in India, in Indonesia, and very recently in Japan and Thailand. The digital revolution is happening all over the world and it’s fascinating to see how it’s changing people’s habits. In particular, mobile is a game changer in most economies and this will only accelerate. According to Forrester data, the smartphone unique subscriber base will pass the three billion mark for the first time ever in 2018, representing 54% of the total population!
https://www.forbes.com/sites/forrester/2017/09/13/the-global-digital-marketing-gap/#34c5f47c158f/
For many (really many) years now we’ve been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm – that’s been in the make for decades – started being felt.
The disconnect between what we believe as businesses to be valuable for customers and what customers – people – see as valuable. The signs, research and impact are known since so long. Just take the famous customer experience delivery gap I mentioned here.
https://www.i-scoop.eu/the-harsh-truth-about-customer-focus-in-the-board-time-to-get-real/
Are you ready for GDPR? Failure to be in compliance with the new act can result to fines of up to 4% of annual global turnover, or EUR 20 million, depending on whichever is the greatest. GDPR is set to affect most sectors, here we look at how the legislation impacts on the collection of guest surveys.
https://www.digitaldoughnut.com/articles/2018/march/the-impact-of-gdpr-on-guest-feedback-surveys/
How the advancements in several third platform technologies, innovation accelerators and other technologies – and their convergence – drive next generation applications and why and where it matters. For years many of us have been paying attention to the ways that several technological realities such as IoT, big data and artificial intelligence (AI) are impacting organizations across numerous industries, applications and areas.
When we looked at the several technologies in the SMAC stack (social, mobile, analytics and cloud) or IDC’s core 3rd platform technologies we looked at them separately but also in their combinations and interlinked value as they powered new next generation applications. It seemed pretty obvious that cloud services, big data/analytics, mobility (mobile devices, apps and broadband) and social (business) were fully intertwined ever since we started writing about that third platform, which IDC presented back in 2011.
https://www.i-scoop.eu/iot-2018-1/iot-ai-big-data-analytics/
Annual customer satisfaction research tend to provide organizations with a general insight into what customers think of them. Based on the results, ‘general action’ is taken. The customer service department is told to do things differently, sales employees are sent to training days and attempts are made to make the logistic process more efficient.
In reality, these are all solutions that customers might experience the benefit of in the long term. But short term, they don’t see any change at all. There concrete complaints turn into negative emotion and they will only remember the truly negative contacts they experienced. Problems that will only be solved long term, by which time that particular customer is long gone and won’t benefit from improvements at all.
https://www.cx.management/the-importance-of-customer-feedback-during-the-entire-customer-journey/
Most people in most businesses (sadly not all!) would agree that collecting customer feedback is a good idea. Most (sadly not all…) businesses have customers, and so it should probably be someone’s job to ask those customers what’s on their mind.
https://www.customersure.com/importance-of-customer-feedback/
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.
https://www.forbes.com/sites/toriutley/2017/02/28/5-ways-to-handle-conflicting-feedback-as-an-entrepreneur/#4413595f2514/
User Feedback News is a global community of people working or interested in User Feedback, UX and technology.
