Many customer experiences would be far more enticing if companies could better understand just who their customers really are and what they are experiencing. However, superior customer experience requires that data be delivered from multiple sources, to the right place, to the right decision maker or application, at the right time. And then that data needs to be tied together to form one cohesive view of the customer—something far easier said than done. Unfortunately, many companies still struggle to make sense of the data they have surging through their systems.
https://www.forbes.com/sites/insights-treasuredata/2018/07/10/fine-tuning-the-firehose-finding-the-customer-data-that-really-matters/
If tere’s one thing we know for sure, it’s that customer experience is the fundamental driving force behind eCommerce as we know it. Gartner predicted that by this year, more than 50% of organisations would implement significant business model changes in a bid to improve their overall customer experience. So clearly we’re not just talking about the importance of having a picture-perfect online store here. Not even close. Because, in reality there isn’t a single aspect of the eCommerce journey where customer experience isn’t important. From website navigation to the checkout process, to shipping and logistics, to returns – there’s an opportunity at every step of the process to provide your customers with a positive experience or a negative one.
https://internetretailing.net/customer/customer/4-ways-that-online-retailers-can-gather-quality-feedback-to-improve-customer-experience-18019/
With 2018 already well under way, my mind is bursting with ideas on how to make the most of the latest digital marketing trends. Change is happening right before our eyes. Every year I like to take a step back and revisit key sales drivers, writing down probing questions about recent technological advances, search algorithm changes, SEO drivers and changes in consumer behavior.
Every key driver gives me new opportunities to experiment and measure the results. I’m always up for a challenge, and the results almost always surprise me. Here are the trending projects I have my eyes on in 2018:
https://www.forbes.com/sites/forbescommunicationscouncil/2018/07/11/sharpen-your-marketing-strategy-with-the-top-digital-trends-of-2018/#689723eb5046/
We live in a customer-centric age. The abundance of information and choices has shifted the balance of power, placing customers in a position of advantage over companies. With social media, a negative review can influence thousands of people. For brands, delivering the best possible customer experience and listening to what customers actually want must be a matter of practice. This requires companies to connect with the voice of the customer.
https://www.expertsystem.com/convert-insights-actions-include-voice-customer-voc-decision-making-processes/
Research suggests a 5 percent increase in customer retention will boost profits by 20-100 percent across a wide range of industries, which helps to explain why businesses both big and small are so focused on measuring customer loyalty and brand advocacy.
A common method is to simply phone customers after they bought a product or service to ask how satisfied they are. More business-savvy entrepreneurs will frame the question differently, asking customers how likely they are to recommend the brand to others. This produces what’s known as NPS, or Net Promoter Score.
But such bold tactics can be counterproductive and produce inaccurate results - phoning customers can damage the brand, surveys can be misleading and there are more reliable ways for fledgling businesses to track customer loyalty.
https://www.wamda.com/2018/07/measure-loyalty-alienating-customers/
Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. There’s an old Gartner statistic that I still like to share because I believe it’s relevant to this day:
95% of companies collect customer feedback, yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard.
This statistic is a good, high-level representation of how companies have matured or evolved (or haven’t) along the continuum of data-driven success.
Let’s take a closer look at that continuum. And let’s assume that Phase 0 is not listening or looking at data at all.
http://customerthink.com/the-continuum-of-data-driven-success/
If you're a business owner, you already know that the increasing popularity of review sites like Yelp and TripAdvisor gives your customers more power than ever. Just one negative review from an unsatisfied customer can cost you a lot of potential business. You might be thinking, “Well, I don’t have any bad reviews, everything’s fine!”
But do you really know how your customers feel?
If the answer is no, learning how to determine your customers' happiness score and improve your customer service will be one of the best time investments you can make.
https://www.entrepreneur.com/article/315576/
There many fascinating insights from a new study conducted by Harvard Business Review Analytic Services in conjunction with SAS, Intel and Accenture Applied Intelligence. The study is a quick, insightful read of 16 pages that combines survey findings and enterprises’ marketing results.
https://www.forbes.com/sites/louiscolumbus/2018/07/08/how-to-improve-customer-experiences-with-real-time-analytics/#2851c71e6e82/
Online content and digital assets are present in every stage of the online customer journey—from awareness and promotion to purchasing and brand loyalty. Whether this content is used for marketing purposes or purely for design, it’s the flesh and bones that shape your whole brand identity. And that is precisely why it’s important to get yourself on the right track towards crafting a winning content strategy. The question is: how?
The internet is already flooded with content and there’s no signs of it slowing down...
https://blog.bynder.com/en/how-to-enhance-your-digital-content-with-online-feedback/
"In this paper, we aim to clarify the key concepts of voice AI, explain how the technology is changing consumers’ digital behavior, explore how leading brands are taking advantage, and what you should be doing to get ready for the new era of voice commerce."
https://www.annalect.com/voice-ai-a-conversational-customer-journey/
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