Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. But only if it’s harnessed correctly. For this to be the case, there are a handful of absolutely critical strategies you should be following. The first of these is ensuring you capture the right data. Sounds easy, right? But you’d be surprised how many large businesses don’t know where to start.
http://customerthink.com/four-tips-to-improve-customer-experience-with-digital-feedback/
The long-term quality of feedback you get from customers is directly correlated to the actions you take based on that feedback, and the feedback you give to the customers who made the effort to respond to you.
https://www.cmswire.com/customer-experience/developing-a-circle-of-customer-organization-feedback/
Customer centric leaders come in all shapes, forms and sizes. I’m just kidding, they aren’t products that you can pick from a supermarket shelf. Nevertheless they all have one thing in common: a profound passion to serve the customer and give them the best experience possible. Not all customer centric leaders possess the skills that they should, but these are skill is one that can be acquired.
Learning from some of these global customer centric leaders you too can streamline your company to become customer centric and work from there.
What are the must-haves for a customer centric leader?
http://customerthink.com/top-10-must-haves-for-a-customer-centric-leader/
Anyone who’s ever manned a support queue knows that one angry customer can ruin your whole day. You’re busy tackling cases when a scathing email suddenly knocks the wind out of you. Even if you’re a seasoned support agent, it’s hard to not take it personally.
Responding to angry customers is one of the hardest parts of the job, but also one of the most important. Unhappy customers tend to be more blunt and open with their feedback, and engaging with them productively can go a long way.
So how do you do it?
https://www.business2community.com/customer-experience/making-best-negative-product-feedback-01967133/
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/
In today’s Internet-driven world, customers have more power than ever. If customers have a positive customer experience, they will share this experience with friends, family and connections, which in turn can lead to new business. All at zero cost. But what happens if you fail to provide a positive customer experience?
https://www.superoffice.com/blog/customer-complaints-good-for-business/
Digital feedback has the potential to have a far-reaching business impact on things like customer loyalty and revenue. But only if it’s harnessed correctly.
For instance, there are a handful of absolutely critical strategies you should be following, such as making sure you capture the right data.
That may sound easy, but it is surprising how many large businesses do not get the basics right?
https://which-50.com/draft-use-digital-feedback-deliver-better-customer-experience/
What is Customer Experience Management (CEM)? Google it and you’ll find various definitions that explain this currently-buzz worthy concept.
We live in the age of the customer and it’s time to clarify what CEM truly means. Before I get into that, let’s define what CEM is not: collecting feedback, responding to feedback, or tracking your Net Promoter Score – none of these actions individually represent Customer Experience Management.
http://customerthink.com/five-things-that-will-redefine-customer-experience-in-2018/
The amount of data available to help you understand your customers and their interactions with you is massive, and it will continue to grow exponentially. Today, more than 11 billion connected devices are producing eight zettabytes of data per year. By 2025, forecasts call for 80 billion devices and a staggering 180 zettabytes of data, respectively. Companies will need to learn how to harness this “digital firehose” to their advantage. The alternative: getting inundated. No wonder 77 percent of businesses say that digital transformation is their highest strategic priority.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Your-Customer-Data-Is-Limitless-and-So-Is-Its-Value-122313.aspx/
