Gamification is not a new concept for marketers. As a kid, I remember buying a certain product just to add to my superhero action figure collection! We may call that old-school gamification. Although times and avenues have changed, marketers have implemented the same technique in the online context to achieve an organization’s marketing goals. The goals could be to speed up product adoption (onboarding), boost customer loyalty, or bring in new leads.
Gamification is an application of gaming mechanics in a non-gaming context. It offers users an engaging way to interact with your brand. Speaking from a scientific perspective, gamification works because of the reward-seeking behavior prevalent in the human brain. Our brain releases dopamine - a feel-good chemical whenever we experience pleasure. And as creatures of habits, we feel sheer pleasure when we indulge in a habit. And that’s when our brain releases dopamine, encouraging us to engage in that activity over and over. Gamification borrows from this concept by rewarding users for completing certain tasks.
Let’s look at 5 practical ideas to introduce gamification to your marketing strategy.
https://www.martechadvisor.com/articles/customer-experience-2/5-practical-ideas-to-gamify-your-marketing-strategy/
Several major market changes have made waves throughout the retail industry in just the past few years. The proliferation of mobile devices, Amazon’s meteoric rise to the top of e-commerce, and the emergence of omnichannel strategies have all fundamentally changed how retailers compete.
Shoppers today expect browsing and purchasing to be consistent and seamless, no matter where their experiences take place. Omnichannel, especially, has transformed retail and improved what consumers consider to be a quality user experience.
While building an effective omnichannel strategy is not easy, retailers can avoid mistakes and create best-in-class omnichannel experiences by following these five lessons:
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=126962/
- What is Voice of Customer (VOC)?
- VOC data and customer experience (CX)
- How to collect and use VOC data (with examples)
https://www.superoffice.com/blog/voice-of-customer/
Managing a better user experience is critical to almost every business. After all, it is part of the way that a customer engages with your company and/or your brand. It's important to get it right so that the customer has a positive experience. Without a good experience, you can lose customers and that can hurt your bottom line in the long run.
https://www.forbes.com/sites/forbestechcouncil/2018/07/24/12-ways-to-improve-a-customers-user-experience/#60b4adac1fc7/
Sentiment analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other customer feedback. In theory, sentiment analysis categorises opinions expressed in a piece of text just as a human might.
However, as the volume and complexity of customer data grows, growing issues with sentiment analysis are providing flawed information and stopping companies from getting the full picture from their data; key customer feedback that could drive positive business change is being missed.
For those who have used sentiment analysis it is likely that you have experienced these inaccuracies – from skewed sentiment percentages and incorrect tagging, to completely missing key business insights.
https://www.marketingtechnews.net/news/2018/aug/16/how-were-missing-mark-consumer-sentiment-analysis/
Voice of the Customer (VOC) is about more than confirming customers successfully reach their destination—it’s about knowing how they got there.
And there are now more ways than ever to get a highly detailed view of the customer journey. Collecting individual data—instead of aggregate data—not only tells you what exactly successful customers look like, but it allows you to personally engage with them. Now, you can let customers know what you’ve done with their feedback, making them feel more like a partner than a consumer.
In a webinar earlier this year, Using Voice of the Customer to Grow Your SaaS Business, we chatted with Ellie Wu of SAP Concur & PictureCS and Charlie Colquhoun of SimplyCX about some of the top emerging trends in voice of the customer initiatives. Here are three trends in the VOC space you can—and should—leverage to create an optimal customer experience.
https://useriq.com/voice-of-the-customer-trends/
Technology has become an integral part of numerous restaurants’ day-to-day operations and they continue to invest in new digital innovations every day. Nearly 85 percent of all mobile users searching for a restaurant go on to make a purchase which why a recent Kabbage survey finds that restaurants will outpace other industries’ investments in mobile technologies in 2018.
Many digital solutions focus on improving the restaurant’s operational efficiencies by making them run smoother, faster and more profitable. However, a new tech revolution is taking place with a focus on the customer experience. Designed to improve brand reputations and appeal to a younger clientele, restaurants are seeking new ways to get customers more engaged with the restaurant experience and are doing this through new-age digital communications like voice recognition technology.
https://revelsystems.com/blog/2018/07/31/voice-commerce-customer-engagement-menu/
We've written before about the importance of Voice of the Customer (VoC) and how valuable it is to regularly listen to customers to get their feedback on ways you can improve.
But there's another key step that comes after asking for customer feedback -- it's using that feedback to make decisions and implement changes that best serve your customers.
https://blog.hubspot.com/service/voice-of-the-customer-program/
As marketers, we can be too quick to chase innovation for innovation’s sake. Shiny, new digital platforms that have a lot of buzz about them can tempt brands in but too often they don’t deliver on the promise and become white elephants.
At Just Eat, our vision is to create the world’s greatest food community. In essence, connecting customers with the restaurants (and the food) they want around the world.
Our diverse restaurant partners, be they a local curry house, an up-and-coming cafe in Manchester or a national brand, such as KFC, are our lifeblood. Everything we do is focused on delivering on that partnership. From a marketing perspective this means we need to continually find ways to connect our customers with our restaurant partners through whatever platform the consumer wants to find them.
https://www.campaignlive.co.uk/article/why-noise-voice-chat-will-louder-brands/1490120/
"While researching statistics for a presentation earlier in the year, I stumbled upon a recording of an old (2015) webcast done by a longtime customer experience guru, Bruce Temkin. The title of the webcast, “5 Trends That Will Reshape CX Insights,” intrigued me, and I listened expecting to hear some pretty outdated trends. Three and a half years is a lifetime in the digital world, after all.
To my surprise and delight, the trends discussed in the recording, while old(er), are by no means irrelevant. Better yet, they tie directly to the results of a recently released HBR Pulse Survey examining analytics and customer experience. Both highlight the strong connection between analytics and experience. The webcast was predicated on this concept, with all five trends explaining the do’s and don’ts of customer insights for shaping experiences. The survey revealed how little things have changed since 2015, showing that analytics still plays a critical role in experience management. Highlights of the survey include the fact that 60 percent of respondents said they believe real-time analytics drives customer experience while 58 percent credit significant improvements in customer loyalty and retention to analytics."
https://www.cmswire.com/customer-experience/gaining-customer-experience-insights-a-new-twist-on-an-older-list/
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