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/
Brands in the digital world are owned by employees and customers. They now look for experiences, not processes. When you go to the bank to open an account, the ease and simplicity with which it happens to create the experience. The processes that support the creation of the experience are invisible to the customer/ consumer. That is for the bank to manage. The seamless manner in which experiences are designed depends on the seamless manner in which processes can flow seamlessly between departments.
https://blogs.timesofindia.indiatimes.com/just-like-that/5-principles-of-designing-experiences/
As we approach Christmas, the festive shopping season is moving into top gear. Big retail adverts are hitting the screen, with UK companies spending an estimated £6 billion to reach shoppers as they fight to differentiate themselves from competitors. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. Predictions are that Britons will spend just 1.3% more than in 2016 – with sales increasingly concentrated through online or bigger retailers.
https://www.eptica.com/blog/5-rules-retail-christmas-customer-experience/
In the rush to offer “digital-first” technologies for customer interactions, many companies are falling short. One extreme example comes to mind: A company was experiencing a significant rate of abandonment for the mobile surveys opened by its customers. It turned out the first screen had three paragraphs of legal disclaimers that customers had to click through to get to the survey. Most of them just gave up.
https://www.cmswire.com/customer-experience/make-the-most-of-digital-first-strategies-by-blending-the-old-and-new/
In 2012, just about the time people started putting the word digital and the word experience together, Michael Hinshaw, then CEO of San Francisco-based McorpCX – now its president, described digital experience as the following. “Digital experience, isn’t an IT-driven initiative; it’s a customer-needs driven initiative," he wrote in an opinion piece for Adobe owned CMO. He also added that there is a huge difference between simply using technology and actually using it to improve customer experiences that address the customer needs.
https://www.cmswire.com/digital-experience/why-web-cms-and-digital-experience-platforms-are-different/
A strong customer experience is the best way for retailers to cultivate positive consumer opinion. While that may seem turnkey, consumers’ expectations are constantly rising; no longer can a brand provide the best customer experience within their industry – the experience must transcend through verticals and be the best ever, period. Omnichannel retailers – those that have both an online and offline component – are uniquely positioned to reach consumers wherever and however they prefer to be met: be it in-store, via an app or on a desktop.
http://multichannelmerchant.com/blog/6-tips-retailers-transitioning-leanux-practices/#_/
Is customer experience an important search engine ranking factor? There are a number of different factors that go into how a website will rank on Google. For example, one is the number of links pointing at your site, and another is the makeup of the keywords that you choose to put on your page. But these are only two, and there are a whole range of other factors that determine how your site is going to rank for a certain keyword.
One of these other factors is customer experience, and this factor is very important for a number of reasons.
https://mopinion.com/how-improving-customer-experience-can-benefit-seo/
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/
The rapid rise of Airbnb shook the very foundations of the industry and forced incumbents to adapt fast. For marketers and business leaders, this presented both opportunities and threats. Here we look at the transformation of the industry and examine how businesses today can protect themselves.
Travel and tourism is one of the world’s largest industries valued at over 1.2 trillion USD. 1.24bn people worldwide left their homes and arrived at a foreign destination in 2016 – a number which has almost doubled since 2003. The industry is fast-growing and full of opportunity, with a lot of revenue on the table from holidaymakers. In the US the number of domestic trips taken by leisure and business travelers is expected to surpass 471m by 2020 with a growing proportion of these trips being booked online.
https://www.clickz.com/to-airbnb-and-beyond-digital-transformation-in-hotels-hospitality/113872/
Halloween is slowly creeping up on us. There’s that subtle hint of pumpkin spice lingering in the air, costumes filling up all of the party stores and of course, the most quintessential Halloween movie, Hocus Pocus has taken up the number one spot on Netflix. With all of this Halloween fever around us, we simply couldn’t resist adding a little Halloween ‘flair’ to our blog. So – in light of the holiday – we want to emphasize several ways online feedback can prevent your customers from having a ‘scary’ customer experience!
But before we begin, it’s important that you become acquainted with the most common ‘horrors’ (or irritations) that online customers often encounter; horrors that can tarnish the customer experience and ultimately (if not resolved), put these customers off to your brand...
https://mopinion.com/3-ways-online-feedback-can-prevent-a-scary-customer-experience/
