On top of being incredibly important, the customer experience is also one of the hottest topics in 2015. Customers, what they expect from businesses and how their behavior has changed are major driver of digital marketing transformation and even take center stage in many digital transformation projects overall.
Virtually everyone recognizes the importance of the end-to-end customer experience and the role of individual experiences. At the same time people don’t always seek an “experience” but just a simple response to a simple question or the ability to get what they need without too much hassle. If you want to buy a piece of chocolate because you feel like eating one, you want to go into the nearest store and get it. Nothing more.
https://www.i-scoop.eu/customer-experience-metrics-and-measurement-beyond-csat-and-nps/
Customer feedback is one of the most important tools at your disposal. It’s an opportunity to get real people’s responses to your services, your brand and your products. It’s a free, open forum for your customers to speak their minds – and whether positive or negative, customer feedback is a huge asset.
https://www.koozai.com/blog/branding/reputation-management/customer-feedback-attack/
Two contrasting things happened in my world this week: I installed multiple analytics packages in a client’s website so we will get more insight into consumer behavior, and I started reading the Steve Jobs biography in which he basically says he’s not concerned with what customers want or say. These two ideas are seemingly diametrically opposed until you put more context around them.
https://www.clickz.com/customer-feedback-embrace-or-ignore/49053/
One of the success pillars in any digital transformation project or enterprise-wide change challenge for today’s and tomorrow customer/stakeholder and business success is the capability regarding information management. The term ‘information management’ is used with caution here as it’s not just about managing information in the sense of ‘maintenance’. While systems of records are key as they form the backbone of information and data activation, systems of engagement and the last mile of the information process are critical.
https://www.i-scoop.eu/digital-transformation/digital-transformation-intelligent-information-activation/
Elon Musk once famously said, “The first step is to establish that something is possible; then probability will occur.” I was 24 years old when I traveled to Ethiopia and witnessed firsthand the dire health conditions of the local population. Access to medicine was virtually non-existent. I wanted to change that. I wanted the locals to know that someone cared about their plight and was going to try to help them. So, I set aside my professional ambitions and sought to solve this problem. Over the course of the next six months, I vehemently studied pharmaceuticals, pharmaceutical supply chains, pharmaceutical delivery and pharmaceutical packaging technologies.
https://www.forbes.com/sites/forbescoachescouncil/2017/06/30/dont-always-listen-to-others-when-user-feedback-isnt-helpful-to-entrepreneurs/#41402cc65614/
According to a blog post of Email Delivered there is a “heated debate inside marketing circles” about what’s the best option when it comes to focusing your marketing efforts: social media or email marketing.
Although I had promised myself not to rant (well) anymore I can’t help but beg you to please refrain from this way of thinking. If there’s a heated debate going on inside marketing circles about these questions, I’m very happy that it’s not a debate in my marketing circles.
https://www.i-scoop.eu/email-marketing-versus-social-media/
It’s easy to hate email marketing. It’s easy to look at your inbox, scroll through 100s of messages from companies that are probably just trying to sell you stuff, and add to your list of startup ideas “Banish Email Marketing from the World’s Inboxes”.
But, as I’m sure you know, just because you don’t like email marketing doesn’t mean that it doesn’t work… or that it can’t help your business grow. If you can suspend your irritation with email for the length of this post – and put yourself in the shoes of the average person that expects and even wants email – you may find that email marketing is on your side.
It’s not the enemy. It’s not to be detested, loathed, destroyed or banished. In fact…
https://copyhackers.com/2013/01/email-marketing/
If management isn’t focused enough on the key role of customer service and doesn’t take into account the input of frontline staff, the bottom line is at risk.
https://www.i-scoop.eu/employee-engagement-customer-correlations-considerations/
The most overrated thing in business—and in life—is praise. Praise makes you feel terrific, but it’s not very illuminating because you almost always already know what you’re good at, don’t you? Criticism is the petri dish of improvement. Without awareness of what you could do better, you are unlikely to actually do it better, right? Why then do so many companies go to the trouble of asking customers to complete surveys, but then invalidate the responses by incentivizing the wrong behaviors?
http://www.convinceandconvert.com/customer-experience/faux-feedback-are-you-doing-customer-surveys-wrong/
Call it the principle of benign antagonism: An organization benefits when it subjects itself to pressure and scrutiny. Often, a company is its own best resource for great brand content—it just might not realize what interesting stories are unfolding from within. At larger companies especially, things that would make for great stories might be happening out of sight. Silos form, and those in the position to see across the entire organization may be too high up the food chain to recognize content that your clients and prospects would find compelling. That’s where benign antagonism comes in.
https://www.forbes.com/sites/forbescontentmarketing/2017/09/12/for-effective-content-marketing-dig-around-like-a-journalist/#794b177d72ea/
