The rise of mobile-first shopping is intrinsically tied to the explosive growth of mobile devices, particularly with younger consumers becoming ever more money conscious and increasingly social media savvy.
Worldpay research, published last week by Retail Week, revealed that 41% of UK 21- to 34-year-olds have made a purchase directly through social media, helping to fuel a rapidly growing m-commerce market as shoppers look to Facebook and Instagram for their next online purchase.
https://www.retail-week.com/retail-voice/are-you-mobile-ready-your-customers-certainly-are/7030747.article?authent=1/
A lot of customer experience pundits are talking about AI.
They say it is ushering in a new age, a Customer Experience 3.0. OK.
As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?
So that is exactly what they did. Then we discussed how these solutions change or do not change the game. We put them into context, trying to understand how big a deal they really are.
http://customerthink.com/five-ai-driven-customer-experience-solutions-a-survey-of-the-market/
Customer experience (CX) is not only a major priority, but also a game changer for businesses. To craft customer-centric business policies and meet customer needs, marketers first need to understand, what is customer experience? Let’s start with the basics.
Gen-Z is more aware, needs instant service and has rising expectations, and Millennials and Baby Boomers have their own unique needs. In this high-pressure situation, businesses need to be meticulous with their CX strategy. We have put together a comprehensive A-Z customer experience guide to help you optimize your business strategies.
https://www.martechadvisor.com/articles/customer-experience-2/what-is-customer-experience-a-to-z-guide/
In a recent white paper we created about health care data, we borrowed from Dr. Seuss: “Data here, data there, data going everywhere. Near and far, far or near, data going out my ear.” It’s pretty safe to say that statement is true for all industries today, especially marketing.
The burning question is: “How are we using our data?” Or, from a more proactive standpoint: “How do we use our data to drive us, not drown us?”
https://www.forbes.com/sites/forbescommunicationscouncil/2019/01/11/voice-of-the-customer-using-digital-analytics-to-strengthen-your-content/
Each and every page on your website / mobile app serves a different purpose, so why should your feedback buttons be any different? Well they’re not – at least not anymore which is something that many feedback companies have caught onto. In fact, most of these companies know that in order to get the best and most relevant feedback results, you (the user) will want to tweak your feedback forms so that they are aligned with the goals of specific pages or funnels.
The thing is…most feedback tools don’t exactly facilitate the deployment of different feedback buttons with specific forms – at least not without you having to implement multiple scripts.
https://mopinion.com/one-script-for-all-your-feedback-buttons/
In this white paper, Mopinion talks about the criticality of offering a personalised journey to online customers, how customer profiles are driven by digital feedback, as well as how to collect, analyse and report on both feedback data and customer data (with lots of practical tips).
https://mopinion.com/white-paper-a-digital-feedback-fueled-approach-to-personalisation/
Customer experience could be proudly named one of the buzz-words of 2018. With high certainty, it is going to stay here. Whether you’re working in business-to-consumer (B2C) or business-to-business (B2B) company, you should start paying attention to the way you create customer experience immediately, if you haven’t done so yet.
At least 80% of B2B buyers now expect the same buying experience as B2C customers. After all, the business people you’re dealing with at work are the same who are ordering goods from Amazon in their free time. B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and... very often experience the same old "traditional" system. Instead of an online catalog, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call. Does it sound familiar?
https://lumoa.me/blog/b2b-customer-experience/
"Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do."
http://customerthink.com/playing-the-customer-experience-game-to-win-interview-with-nienke-bloem/
Asking for customer feedback gives valuable insight into how your customers perceive your brand. Whether it’s positive or negative, you can use the collected information to adjust and provide a better experience. It also results in a stronger seller-buyer relationship since customers’ opinion are valued and appreciated. So how and where do you collect this precious feedback?
https://mopinion.com/how-to-use-email-marketing-to-get-feedback-from-loyal-customers/
Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of WHY this is all happening and the levers and triggers that created those data points.
Maybe you are missing something?
http://customerthink.com/mine-or-mind-the-gap/
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