Tides are shifting in retail marketing. The final sale is no longer the end goal — certainly, it’s important, but as competition for retail business intensifies, creating an exceptional consumer experience that increases lifetime value is taking priority.
Retail brands are rethinking the way they approach marketing to consumers. Rather than designing channel-specific strategies that segment the marketing message, we’re seeing the focus move to a cohesive experience across all touchpoints. The strategy is called omnichannel marketing, and it’s helping brands take a more holistic approach to customer relations.
https://martechseries.com/mts-insights/guest-authors/omnichannel-marketing-work-3-ways-measure-success/
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C.
http://customerthink.com/b2b-versus-b2c-which-matters-more-for-cx/
Serving over six million visitors each week, Dutch retail chain, HEMA is expanding rapidly. HEMA now has stores in nine different countries including the Netherlands, Belgium, Luxembourg, Germany, France, the United Kingdom, Spain, Austria and soon in the United Arab Emirates. This tremendous growth certainly presents its challenges when it comes maintaining a smooth online customer experience – but it also represents an exciting digital undertaking for the Dutch company.
https://mopinion.com/customer-success-story-hema/
Data-driven Voice of Customer analytics is proven to increase lifecycle value and reduce churn by delivering the insights companies need to dramatically improve brand and product experiences. There are six steps involved in building an effective VoC analytics program:
https://www.lexalytics.com/lexablog/effective-voice-of-customer-voc-analytics/
If you are reading this article, my guess is that you are already on board with customer feedback. You have recognised the value of having a strong feedback programme and you’re well aware of what it can do for your websites and mobile apps – as well as your brand as a whole. However, for you (and most other organisations), it’s not a question of whether you should start collecting and analysing customer feedback, but rather how to get your teams on board with the idea and contributing to the effort.
Here is our 3 step process for getting your team on board with customer feedback.
https://mopinion.com/getting-your-team-on-board-with-customer-feedback/
How can you make sure your website or app design is the best possible version right now? How can you make sure your website or app is converting visitor into customers at its best? You can’t really know for sure unless you test it out with A/B testing tools. This is what most marketers, developers, and product teams do to make sure their websites and apps are making the most out of their existing traffic. And so should you.
https://mopinion.com/ab-testing-tools-boost-conversions/
The introduction of conversational AI to chatbots has expanded their capabilities and is driving business performance to new levels.
Conversational AI focuses on communicating through natural language. Users interact with chatbots as though they were having a normal conversation instead of clicking through a menu or using a predetermined command with prefixes.
https://www.financemagnates.com/thought-leadership/ai-driven-chatbots-will-be-the-most-reliable-employees-in-business/
What do revenue, retention and reputation all have in common? Yes, they all start with the letter R, but more importantly, they all revolve around the customer. And like those three words, everything in your business should too.
Your customers fuel your organization’s most important initiative: revenue. But increasing revenue would be nearly impossible without retaining the customers who impact your bottom line. How can you work to retain those customers as you continue to evolve, innovate and grow your business? Develop a consistent voice of the customer (VoC) program that meets your customer’s emotional needs and drives your brand’s reputation throughout each experience.
https://www.cmswire.com/customer-experience/5-steps-for-building-a-voice-of-the-customer-program/
A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.
In order to better understand how to use VOC and the types of feedback that your customers are providing, let’s divide it into three unique aspects, each with their own distinct attributes and value to an organization. In the work I do with clients at Yes&, all three of these facets are used to form a cohesive picture of what a customer needs, what their experience has been and how they are feeling about a brand.
https://www.forbes.com/sites/forbesagencycouncil/2019/01/11/understanding-the-three-facets-of-the-voice-of-the-customer-voc/
“You can’t manage what you can’t measure,” goes the oft quoted saying by Peter Drucker.
Delivering excellent Customer Experiences is the competitive differentiator between brands and delivering that primary goal is dependent on listening to customers and understanding their intentions.
DOWNLOAD this white paper and learn how to efficiently stay on course to achieve exemplary Customer Experience targets with the combination of Voice of the Customer data and Journey Analytics.
https://www.destinationcrm.com/BestPractices/8580-Measuring-CX-with-Voice-of-the-Customer-and-Journey-Analytics.htm/
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