As shown in a research carried out by Capital One, only 9 percent of travelers will book a trip based on brand loyalty. Tough crowd, right? Absolutely, and the truth is, we’re all susceptible to it. In this industry, people are more inclined to just go with the cheapest option. This is why travel organisations have to be more tactical in attracting and engendering loyalty from their customers.
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
Here’s a closer look at personalisation in the travel industry and the power of intertwining this customer data with user feedback.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be “How do other companies take action on their customer feedback?”
https://www.maritzcx.com/blog/havent-able-take-action-cx-feedback/
Here are 5 Things organisations who are best at taking action with customer feedback have in common.
https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.
http://www.customerexperienceupdate.com/?open-article-id=7825450&article-title=why-learning-cx-will-make-you-happy-and-successful&blog-domain=360connext.com&blog-title=360connext/
According to CMO’s State of the CMO 2017 research, 83 per cent of CMOs believe customer experience to be central to their role. An interesting stat considering few of us experience great brand experiences.
To find out why, BrandHook produced a podcast series, Getting Intimate with CX, where I asked the same seven questions of CEOs, CMOs and disruptors. My goal was to find out what they thought made a great customer and brand experience and why some brands can do deliver it and others can’t.
https://www.cmo.com.au/blog/brand-vision/2018/02/05/why-getting-intimate-is-key-to-creating-a-great-customer-experience/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
It’s tempting to think of Generation Z, the segment of the population born between 1995 and 2010, as simply Millennials 2.0; however, much of the market research that’s been conducted points to a different reality. Though there are similarities — Generation Z is also driven by authenticity and prone to trust peer reviews over ad campaigns — the differences stand out, and if we pay attention, have something to teach us about digital marketing in the coming world.
https://www.forbes.com/sites/shamahyder/2017/09/08/what-generation-z-is-teaching-us-about-the-future-of-digital-marketing/#4eb769ac47a8/
Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some less, and there are many varying schools of thought on how to implement techniques. What’s the right way of doing it? It all depends. It depends on the business objective, the need for information, and how the findings will be used.
http://customerthink.com/what-drives-loyalty-really-do-you-want-a-car-with-four-wheels-or-good-service/
A customer-centric approach has always been a fundamental strategy for business. However, lately it seems to have become more of an idyllic vision than a reality.
Technology allows us to reach customers across the globe. But, it has simultaneously driven us further apart. Whereas businesses used to be in tune with their customers' every need, many corporations today have gained a reputation for being both out of touch with their customers, and slow to innovate.
https://www.entrepreneur.com/article/308367/
There’s no shortage of web browsers tempting those who want a new browsing experience. Google’s Chrome browser leads the pack, followed by Mozilla Firefox, Apple Safari, Microsoft Edge, Opera, and many, many more. Chances are you’ve heard of these, and maybe tried them all. Now, though, there’s a new browser on the scene, trying to push through the crowd to get into the cool group. It’s called Vivaldi, and its roots stem from Opera, the plucky underdog of the web browsing world which, if you ask many long-time users, went off the rails. The Vivaldi web browser was born to calm those disgruntled Opera natives. It accomplishes much more than that.
https://www.digitaltrends.com/computing/vivaldi-web-browser-best-web-browser-youve-never-tried/
