Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications…you have NO idea what customers think about your business and your marketing tactics.
We just completed VoC research for a major up and coming brand. A key competitive differentiator cited by customers was that the company provides ongoing opportunities for feedback in all communications and sends friendly, engaging surveys and then acts on the suggestions from customers! That makes customers feel included and valued.
Additional findings from our 16,000 plus hours of VoC interviews indicate that there is a dangerous chasm between the CX fantasies of brands versus the disappointing CX realities of most consumers.
Here are 3 Tips to help you get it right.
http://customerthink.com/are-you-really-engaging-customers-3-tips-to-get-it-right/
By using event detection to listen to patterns in data, and then applying Artificial Intelligence, your business can now sense these moments of needs as they are happening
Customer experience or ‘CX’ as it is popularly referred to is one of the most important verticals that businesses need to address in order to thrive. And tanks to artificial intelligence and data, CX can be achieved via the use of these technologies in an improved and efficient manner. From artificial intelligence to IoT, Don Schuerman, CTO and VP Product Marketing, Pegasystems, states 7 ways in which technology will aid customer engagement.
https://www.dqindia.com/artificial-intelligence-technology-improved-customer-engagement-cx-2019/
Engaging customers with attention-getting content is one of the most important ways to draw new business and then keep it coming. Today, though, consumers are bombarded with marketing campaigns on multiple fronts, from television and radio to in-app ads and social media. It takes a truly creative approach to stand out.
Recent successful strategies have included challenges like photo/caption contests—games that increase customer engagement through fun and competitiveness. So, what are some other strategic and entertaining ways to boost engagement that stand out from the crowd? Below, 15 members of Forbes Communications Council offer ideas on creative ways of increasing customer engagement in today’s competitive landscape.
https://www.forbes.com/sites/forbescommunicationscouncil/2019/01/22/boost-customer-engagement-with-these-15-fun-strategies/
On top of the wish list of most businesses is loyal customers. After all, their purchases translate into repeat business and referrals—a powerful engine for the growth of sales and profits. And brand marketers know that building and cultivating a relationship with your clients transcends initial purchase behavior, and can refocus the usual fixation on price. Yet there are still some common misconceptions about relationship marketing, and many wonder if the extra effort and expense are worth it.
We asked Maricel Badilla, a marketing consultant, to share with us some insights on how to overcome these misgivings.
Here are her recommendations:
http://business.inquirer.net/251902/creating-customers-stay/
We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found.
We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global fashion brands”: Louis Vuitton (LV), Gucci, Prada, and Burberry.
They sit within a price range where you might think twice before purchasing them for all of your everyday needs (Louis Vuitton dish-wash cloths, anyone?), however with a bit of saving (or a few shameless credit card swipes later!), you might invest in some staples such as shoes, bags and scarves.
http://customerthink.com/deep-dive-into-customer-feedback-for-4-luxury-brands-what-can-they-improve/
Some brands are masters of the loyalty game, with programmes that delight customers and investors alike. Oliver Gryg at Avios offers five routes to success.
Through years of research and experience, Avios has identified five tangible ways to keep your customers engaged while maximising their profitability to your business.
https://www.retail-week.com/retail-voice/five-steps-to-unlocking-value-from-your-loyal-customers/7029007.article?authent=1/
When Jeff Howe coined the name “crowdsourcing” in 2005, even he would hardly have believed a Google search for the word in 2018 would turn up millions of results. In reality though, “crowdsourcing” has been around in one way or the other longer than when Jeff invented the name 13 years ago.
But from a business (for-profit) perspective though, why is crowdsourcing important? Research has shown that 70 percent of buying experiences are based on how the customer feels they’re treated. And crowdsourcing is a great way to make customers feel they’re treated well. Let’s look at three ways you can do this.
http://customerthink.com/how-to-use-crowdsourcing-to-increase-customer-engagement-and-satisfaction/
According to a survey by Forbes Insights and Pegasystems that covered more than 200 U.S. executives, 88% of leaders have created a position responsible for customer engagement in the past 12 months. When taken seriously by companies, customer engagement creates an amazing opportunity for businesses to get to know their customers, build long-term relationships with them, and ultimately enhance their business performance. To make it last, as in any other human relationship, creativity and innovation are the main ingredients to a successful formula.
https://www.martechadvisor.com/articles/customer-experience-2/in-search-of-the-wow-effect-how-to-take-customer-engagement-to-a-whole-new-level/
In today's highly commoditised age where there is often little differentiation when it comes to competitive products and offerings, the biggest factor that prompts customers to patronise one brand over the other is often customer engagement. There are several studies that show the impact of customer experience on both customer acquisition and retention.
A study conducted by Bain & Company, in association with professors from the Harvard Business School, found just a 5% increase in customer retention rates increased profit by 25% to 95%. Therefore, customer experience is an important influencer of an organisation's profitability. Organisations are already starting to realize this. A recent Frost & Sullivan study found that about 80% of organisations in Asia-Pacific recognised customer lifetime value as the most significant business benefit delivered by customer experience.
https://www.itweb.co.za/content/Pero3MZgRyEqQb6m/
Bookmarks on this page are managed by an admin user. 
