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/
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/
“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/
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/
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/
Web design is one of the most important aspects of a customer’s experience when viewing a business’s webstore. Whether looking for a product or a service, customers tend to wish for ease-of-use and accessibility across devices first and foremost, but there are multiple other aspects to consider when designing your website. In fact, just looking to the design of a webpage can automatically improve its function and, in turn, bring more visitors to your page. More visitors potentially means more customers! Here are the main ways you can improve your website to guarantee that it highlights all of the best bits you have to offer.
https://www.business2community.com/web-design/web-design-impacts-customers-online-experience-01992894/
We’re seeing significant advancements in loyalty as brands seek new ways to add value for customers. Here are the seven biggest trends impacting the loyalty landscape currently.
https://marketingland.com/7-biggest-trends-driving-customer-loyalty-232518/
While digital transformation failures don’t make the headlines as much as their successful counterparts, they do contribute to some troubling statistics.
https://www.forbes.com/sites/forbestechcouncil/2018/01/24/a-customer-centric-approach-must-drive-digital-transformation/#b53073262c4b/
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story? However, there’s actually hope in the “silent majority,” and it starts with bridging the gap between timely customer feedback and the brick-and-mortar shopping journey.
http://multichannelmerchant.com/blog/giving-voice-silent-majority-boosts-the-customer-experience/
What are the mobile and location-based trends that will take shape in 2018? Columnist Aaron Strout taps forward-thinking professionals in the industry to share their thoughts on what to expect.
https://marketingland.com/2018-mobile-marketing-predictions-18-industry-veterans-231312/
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