The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018, this growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative ecommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same ecommerce companies (and therefore, ecommerce managers) are going to have to put their best foot forward. In other words, they’ll need to be sure that they are providing a first-rate online customer experience. And the best way to do this is to start listening to the voice of the customer. After all, your customers can be your best resource in terms of understanding what you’re doing wrong (or right!) on your website or mobile app. So allow me to introduce you to online feedback…
https://mopinion.com/online-feedback-ecommerce-managers/
Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive way. And what’s interesting is almost 83% of consumers say they would be more loyal to a brand if they knew that brand would act on their feedback and make improvements.
https://mopinion.com/listening-to-the-voice-of-the-customer/
We now exist in a world where technological innovation is empowering customers to expect more from the brands they deal with, to switch when they're not happy or satisfied, and share their negative experiences online.
Recently, Brightpearl conducted a survey of millennial shoppers that revealed millennials can be particularly hard to please. Over two-fifths (45%) admit to being less loyal to brands when compared to a year ago, and are quicker to abandon companies that don't meet expectations.
Buyers today have a lot of choice and an array of products to choose from, so it's understandable many brands are struggling to get customers to stick around for the long haul. An enormous 76% of shoppers report it's now easier than ever to take their business elsewhere, while a quarter of millennials would change where they buy goods, based on the shopping experience. Millennials are also the group most unlikely to return to a brand if they have a bad shopping experience.
https://www.retailcustomerexperience.com/blogs/why-its-time-for-brands-to-prioritize-the-happiness-of-millennial-shoppers/
It won’t come as surprise for you to hear that mobile phone usage has been increasing over the past decade. With the launch of the iPhone and other modern smartphones hitting the market, much of the population now expect to be able to do many everyday tasks through their mobile devices.
https://mopinion.com/why-important-to-have-a-responsive-website-infographic/
For years price, product and quality were most important. Organizations didn’t even think of their customer needs. Nowadays the Voice of the Customer is more important than ever. In the previous blog we gave an introduction about what Voice of the Customer is and the importance of listening to the customer. The question is not so much why you want to use VOC for your organization, but when you start with it to improve customer focus.
https://www.cys.group/en/blog/why-is-the-voice-of-the-customer-voc-for-your-organization-more-important-than-ever/
The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand, is someone you might only encounter occasionally when your paths cross.
In business, customers should be more like friends than acquaintances. You want to stay in close contact to remain relevant to their day-to-day success. This deeper relationship is created using customer engagement. In a nutshell, customer engagement is the connection between an enterprise and the customer forged through communications.
So, why is customer engagement important? Because it forms a bond between you and your customers that encourages long-term loyalty based on mutual growth.
https://www.business2community.com/customer-experience/why-is-customer-engagement-important-and-valuable-02238103/
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/
There has been enough written about startups and reasons why almost all of them fail. So, why write another post about this? Even though there is no dearth of resources (blogs, videos, books, stories, etc) on reasons why startups fail and how to avoid them, I don’t see any reduction in the failure rates of startups; I don’t see them learning from the mistakes of other failed startups; I don’t see them focus on the right things that can help them avoid failure.
It is crucial that we understand that building a startup is not like a chemical reaction à add the right resources, under the right environment and you are certain of the results you will get. Starting and running a startup is a complex system with too many moving parts and any change in any of them could trigger a flow of events that could end in a catastrophe for the startup. Given this understanding, there are still some things that the startup founders could control, things that can significantly improve the probability of success.
http://customerthink.com/why-do-startups-fail/
Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that…
…mapping tools had to evolve because people failed to see the value in mapping with the then-current approaches; in addition, maps were not proving to be that catalyst for change that they are designed to be. In order to be that catalyst, maps have to be actionable. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? Data-driven decisions are all the rage, and rightly so.
What kind of data? There’s no shortage of data, right?! Obviously, the data needs to be related to the journey you’re mapping, but here are some examples of the types of data you can add to the map.
http://customerthink.com/why-do-i-need-data-in-my-journey-maps/
"Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that…
…mapping tools had to evolve because people failed to see the value in mapping with the then-current approaches; in addition, maps were not proving to be that catalyst for change that they are designed to be. In order to be that catalyst, maps have to be actionable. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? Data-driven decisions are all the rage, and rightly so.
What kind of data? There’s no shortage of data, right?! Obviously, the data needs to be related to the journey you’re mapping, but here are some examples of the types of data you can add to the map."
https://www.business2community.com/customer-experience/why-do-i-need-data-in-my-journey-maps-02145934/
Bookmarks on this page are managed by an admin user. 
