Times are changing and customer priorities are shifting. In fact, experts are predicting that by 2020, Customer Experience is set to take higher priority among customers than product or price. At this point, most businesses have read and understand that it’s an important factor if they want their business to be successful, but not all businesses have the means to monitor and improve their efforts. Want to make sure your CX goes above and beyond that of your competitors’? Try one of our free customer experience survey templates from the Survey Marketplace!
https://marketplace.mopinion.com/products-category/customer-experience-cx/
The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why:
http://customerthink.com/the-future-of-customer-experience-calls-urgently-for-a-significant-shift/
'Staying current with ever-changing tech trends is now de rigueur for any modern marketing executive. One of the first things Jim Lyski did after becoming CMO of CarMax in 2014 was to go on a “digital safari” to Silicon Valley with the company’s new CIO and other senior executives. They spent three days meeting with leading tech and venture capitalist firms, getting up to speed on emerging technologies.
“Google is happy to show you not only what they’re doing but what they’re going to concentrate on over the next year,” Lyski says. “Facebook, Adobe, Oracle and IBM Watson will do the same thing. If you’re not talking to the experts that are reshaping our industry, you’re missing the boat. This industry changes at breakneck speed. If you don’t put in the effort to stay abreast of everything, you’ll blink and be left behind.”'
https://www.adweek.com/digital/4-keys-cmos-should-consider-as-they-transform-their-organizations-and-themselves/
Customer experience is the new battleground for consumer-facing organisations (yes – retailers and shopping centres) as the industry fights for loyalty and customer needs increase.
Recently Forbes indicated 75% of companies report their top objective as improving customer experience and those companies who do it well will reap the financial benefits according to the ASX company financial results.
https://www.shoppingcentrenews.com.au/shopping-centre-news/industry-news/amplifying-cx-customer-experience-and-retail-trends/
Amazon sellers are buzzing about a new metric called Customer Experience (CX) found in a dashboard called “Voice of the Customer.” It’s an interesting label, as Amazon CEO Jeff Bezos is reportedly so customer-focused that he leaves an empty chair at some meetings to represent the customer, “the most important person in the room.”
But will the new metric get sellers to be as obsessed with customer satisfaction as Bezos is? Or will sellers see it as an indication that Amazon doesn’t always recognize sellers are customers too who need to be protected by “bad” buyers?
The Voice of the Customer dashboard displays the Customer Experience Health of a seller’s offers and customer comments that are meant to help sellers identify product and listing issues so they can take action to resolve problems.
https://www.ecommercebytes.com/2018/09/23/amazon-introduces-new-voice-of-the-customer-metrics-for-sellers/
Artificial Intelligence-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center while reducing costs. Many companies are facing business challenges such as high customer expectations, limited automation options, difficulty in implementing and deploying new contact center technologies, and agent attrition. Fortunately, the opportunity for business leaders to address such challenges through cloud-based, AI-powered engagement is considerable.
https://markets.businessinsider.com/news/stocks/using-ai-powered-virtual-agents-to-optimize-the-customer-experience-of-your-contact-center-1027570822/
Today’s customer experience (CX) programmes provide a crucial opportunity for differentiation beyond price and quality.
Yet, ironically, many organisations are delivering comparable experiences because their CX programmes have hit the same brick wall: they can capture customer insights, but are unable to turn insights into action and drive organisational change – which is the hallmark of a truly world-class programme.
How do you know if you’re one of those stuck in the rut – and how do you push past it?
https://www.mycustomer.com/experience/voice-of-the-customer/how-to-measure-your-cx-maturity-and-move-it-forwards/
A good value proposition is the answer to the question ‘why should I buy from you and not one of your cheaper competitors?’
How well you answer that question in one line determines how much impact you will have on prospective customers and your site’s conversion rate. A well crafted unique value proposition is pivotal.
When challenged with the task of coming up with a strong value proposition for their brand, most executives tend to concoct a verbose blend of ambiguous words that have little meaning to the end consumer who’s just looking for a solution to a problem.
Words and phrases like “leveraging precision and proficiency to deliver excellence” might win you points in a spelling bee, but not with busy consumers who need quick solutions to real problems.
https://www.brandwatch.com/blog/voice-customer-value-proposition/
Great customer service experiences are few and far between, so when you have a good one, it makes a serious impression. Today, most companies don’t let their customers connect, hear a live voice -- a positive one, at that -- and build loyalty to the brand. An interaction with customer service is often the first step toward alienation, not bonding. But for brands that do it right, the contact makes a different kind of impact -- a good one.
https://www.forbes.com/sites/forbesagencycouncil/2018/09/20/why-great-customer-service-is-key-to-a-positive-brand-reputation/
If you have a VoC program or are interesting in building one, where are all the places you should “listen” to their voice? It is much more than just surveys.
https://customerthink.com/a-complete-voice-of-the-customer-program/
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