Allianz forms part of Allianz Group which is one of the largest, multinational financial services companies in the world. The organisation has operations in over 70 countries and more than 85 million customers. Originally, Allianz sold its products and services through intermediaries. As a result, Allianz’s website didn’t play a major role. However, nowadays, with so much more business taking place online, the website has become increasingly important to the success of the organisation.
https://mopinion.com/allianz-uses-customer-feedback-for-conversion-optimisation/
Holistic UX design anticipates and covers all essential customer touchpoints with your business and is a direct result of a comprehensive customer journey map. This ensures design that delights and offers superior performance.
New year plans are being concluded as 2020 approaches. What plans do you have to grow your business or career in 2020?
http://oracleglobe.com/business/20-ux-design-events-you-must-not-miss-in-2020-18221.html/
Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
https://mopinion.com/heatmapping-tools-you-might-want-to-try/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
In this hyperconnected and competitive environment, keeping your customers satisfied is non-negotiable. According to a Walker study, by the year 2020 providing great customer experience and building long-term relationships will be a major differentiator for your business overtaking price & product features as the key differentiating factors.
A relationship becomes strong only with trust and openness. Your relationship with your customers is no different. Staying accessible, being easily reachable to customers and engaging with them at each stage of their customer journey is the first step to building trust with your customers. Here are a few important reasons why you should care about being reachable to your audience:
https://www.business2community.com/customer-experience/3-reasons-to-stay-easily-reachable-to-your-customers-02183059/
Come to think of it. Customers are on a journey. From the moment they first learned about you to their first purchase, every step leads to a path. As a marketer, it’s your responsibility to drive them to your desired path – the conversion path.
Personalizing customer journey leads to better customer experiences since everything you send them is relevant to their specific needs. As a result, you get better email marketing performance. In fact, 96% of organizations believe that email personalization can improve email marketing performance. And the open rate for emails with a personalized message was 18.8%, as compared to 13.1% without any personalization.
So, be sure your email marketing software makes it easy for you to personalize customer journey, and then follow these tips!
https://customerthink.com/5-ways-to-personalize-customer-journey-for-improved-relevance/
Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.
Let’s take a look at how they’ve experienced the Mopinion software thus far…
https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal.
I won’t spend an inordinate amount of time on this because we all know and dislike silos. We have built an awareness of the problem, and we have an accurate model, so our task is to put our heads together and figure out how to stop them.
As it turns out, customer experience unlocks a radical capability of mapping the customer journey. This sounds innocent enough, I’ll admit, but if you look deeper you will see that this fundamental process is anathema to silos. To destroy silos, all you need to do is focus on changing customer journeys.
https://customerthink.com/break-silos-with-this-secret-customer-experience-weapon-cascading-collaboration/
It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres. Sometimes a little friction can be a good thing.
http://customerthink.com/improve-customer-experience-by-introducing-friction/
How many of us follow the same purchasing habits today as we did even five years ago? Very few. How many businesses rely on the same sales and marketing approach as they did five years ago?
More than you would think.
In the rapidly evolving digital era, the rules have been (and are still being) fundamentally rewritten. It used to be the supplier who created interest in their products and services, pushing out information and offers as part of lead generation campaigns. But now it is the consumer who is firmly in charge of their journey to purchase.
https://www.marketingtechnews.net/news/2018/mar/01/customer-journey-smooth-path/
