Businesses know that to compete and grow today, understanding the voice of the customer (VoC) across channels is vital. It's become the norm –– and the technology to help them get there is already being implemented. However, customer feedback data isn't the only source of valuable information. When it comes to transforming customer experience, employee experience is another critical piece of the puzzle.
Contact center employees are the face of the company. As the primary customer experience representatives and practitioners, they not only interact with customers on a daily basis, they often have a very good view of the business’ operational performance. So to transform the customer journey end-to-end, businesses need to realize the critical role voice of the employee (VoE) can play with VoC to positively impact loyalty and the company's bottom-line.
https://www.cmswire.com/digital-workplace/why-voice-of-the-employee-is-as-important-as-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/
As the digital revolution expands the number of marketing channels, brands are seeing a tremendous blurring of the lines between traditional loyalty programs, digital transformations, and customer experience initiatives. In this new competitive landscape, all brands must adopt loyalty initiatives without traditional boundaries, shares, Guy CierzanManaging Partner, ICF Next.
No brand is perfect when it comes to loyalty these days, but Starbucks is doing a lot right.
For starters, their entire rewards program is housed on a mobile app that customers can also use to store payment info, purchase drinks, and order remotely. In this way, tangible customer interactions are seamlessly integrated in a digital ecosystem with the rewards they may reap from those interactions.
Contrary to several airlines — whose shift from distance to revenue-based loyalty programs have only made it harder, more expensive, and more complicated to achieve certain tier statuses than in the past — Starbucks rewards enrollment is friction-less, engrained in signing into the app itself. There’s a reason the app accounted for 30% of all transactions last year, and holds more consumer cash than many banks.
https://www.martechadvisor.com/articles/customer-experience-2/what-brands-can-learn-from-starbucks-expansive-view-of-customer-loyalty/
Almost all of us, as consumers, experience different frustrations and irritations online. The tricky part here is for companies to be able to identify where these pain points are. Mopinion has researched the top ten online irritations of 2016.
https://mopinion.com/top-ten-online-irritations-2016/
The Customer Experience (CX) is the preoccupation for most customer facing organisations. In an age where customer service is the definitive part of many retail offerings, CX is a key ingredient in retaining and growing the customer base.
https://mopinion.com/the-difference-between-a-user-experience-and-a-full-customer-experience/
Given that email is the most commonly used mode of collaboration for teams, let’s see how we can use email to help your teams collaborate better:
https://mopinion.com/5-task-management-tips-to-improve-customer-experience/
In order to deliver positive customer interactions, customer service practices have had to evolve to meet rising customer expectations. One of the practices that has become compulsory is for customer service to be available on multiple communication channels. While social media marketing and email marketing were hailed as the holy grail of modern customer support – in 2019, more people are using customer support in messaging apps compared to news feed broadcasting, probably because they prefer real-time interactive conversations.
Messaging apps like Whatsapp, Facebook Messenger, and WeChat have become the ultimate platforms for fast efficient and personalized support and engagement. A study conducted by Vanson Bourne for Twilio surveyed 6,000 consumers in Europe, Asia and North America and found that nine out of ten consumers would like to be able to use a messaging platform to talk to businesses. However, there are countless messaging platforms available today.
With so many messaging apps on which to communicate with customers, it can be an administrative nightmare to manage seamless cross-channel communication with customers. So how can a support team manage their omnichannel messaging?
Well, you can assign agents to manage all the communications across apps or assign a dedicated agent to manage each individual app – however, both these options have their own limitations.
When one person is running social media customer support, that agent can quickly become overwhelmed with the duties of being the point of contact for all inquiries. On the other hand, hiring one individual per social media platform can be expensive for a small to medium enterprise, especially when the volume of interaction does not justify such costs.
https://www.business2community.com/customer-experience/omnichannel-customer-support-in-messaging-apps-what-the-smart-brands-are-doing-02240925/
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
How do you get loyal customers? A great customer experience (CX), of course.
In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy.
An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program, also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.
In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
https://www.business2community.com/strategy/nps-ces-csat-which-one-is-the-best-metric-02242935/
In this rapidly changing digital world, a company website functions as a calling card and is often the primary channel for customer relations. As a digital marketeer, you are constantly coming up with new ways to satisfy your online customers. After a few years, your website may no longer meet requirements and you will need to develop a new website. What role can feedback play in this respect?
https://mopinion.com/new-website-5-reasons-to-start-with-customer-feedback-right-away/
What if I told you that eventually, every customer interaction will be personalized? And I’m not just referring to marketing emails and Amazon product recommendations — I mean every touchpoint and interaction throughout the customer’s buying journey.
Sound far-fetched? It isn’t. According to McKinsey,
40 percent of retail CMOs
say personal shoppers will use AI-enabled tools to improve service, and 37 percent say facial recognition, location recognition and biometric sensors will become more widely used. Trendsetters Starbucks and Sephora already use GPS technology and company apps to trigger relevant in-app offers when customers approach a store.
But it won’t stop there. As AI and machine learning algorithms continue to mature, they are churning out predictions that are impressively — almost eerily — accurate. And it’s a good thing, because to keep pace with customer expectations for individualized service, business owners will have to provide extremely personalized, relevant experiences that unify brand interactions across channels.
https://www.forbes.com/sites/michaelfertik/2019/09/26/its-time-to-get-personal-with-your-customer/#524340285e05/
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