When it comes to customer experience, expectations are at an all-time high. With the arrival – and subsequent success – of big players like Spotify, Uber and Airbnb, businesses around the world are racing to match the speed, dynamism and customer-centricity of these digital giants.
However, B2B customer-experience index ratings significantly lag behind those of retail customers. And with one customer intelligence consultancy predicting that customer experience will overtake price and product as the key brand differentiator by 2020, there’s no better time to transform your B2B customer experience and start reaping the rewards.
https://econsultancy.com/three-steps-to-b2b-customer-experience-management/
With the advancements and changing trends in digital technology, digital marketing is expected to take giant strides in the future. We see E-commerce players like Amazon prioritizing marketplace and the search engine giant, Google testing out new approaches such as shopping tab to enhance customer experience and leverage buying intent and giving importance to customer experience and engagement by rolling out algorithm updates. Voice searches and Vernacular Searches are growing at a rapid pace and the trend will witness an exponential growth by 2020.
https://www.entrepreneur.com/article/327284/
Old-school marketing techniques that include guesswork held up by flimsy market research don’t always reflect what consumers want. But now retailers can eliminate the guesswork and incorporate real consumer feedback to gain a competitive edge.
Plus, Millennials are excited to work with robots, complain to robots, and date robots, so it comes as no surprise that they want robots to help them pick out an outfit, an automobile, or a weekend getaway.
Whether it’s Amazon’s AI-fueled recommendations revolutionizing the product chain or the entire advertising industry adjusting to Google’s and Facebook’s algorithms, AI has been shaping the online retail space more than any technology besides the internet itself.
https://readwrite.com/2019/01/30/use-ai-to-deliver-a-seamless-consumer-experience/
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.
As the internet continues to shatter traditional business models, customer-centric initiatives become more important to businesses. The C-suite is bursting with new positions and officers to accommodate these; the chief customer officer role is one of the newest.
https://searchcrm.techtarget.com/answer/How-does-the-chief-customer-officer-role-benefit-CX/
Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then acting on their preferences and aversions. The voice of the customer (or VOC) consists of three distinct types of customer feedback: direct, inferred, and third-party.
https://www.zappix.com/blog/how-the-voice-of-the-customer-can-transform-cx/
While it may just sound like a tech buzzword, digital transformation is so much more than that. The digital transformation is a complex and sometimes even daunting process that impacts multiple aspects of your business – all with the goal of creating efficient digital operations. And this process involves not only meeting the demands of changing technology, but also working in a way that adapts to these changes. Is your organisation struggling to keep up? Then keep reading…
https://mopinion.com/10-must-read-guides-to-digital-transformation/
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C.
http://customerthink.com/b2b-versus-b2c-which-matters-more-for-cx/
There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages.
With the amplitude of information and options at their fingertips, customers now hold most of the power. This is why the Customer Experience (CX) has become a top attribute on which brands compete, and the need to conduct a Voice of the Customer (VoC) program has never been greater.
https://www.iperceptions.com/blog/full-service-voice-of-the-customer-program/
The case for capturing, understanding and acting on the Voice of the Customer (VoC) is well documented. It’s a powerful driver for change, and helps to create differentiation in competitive markets. You’ve mapped your customer journey, defined key touchpoints, identified the channels through which to gather feedback and you are taking action based on the insights rolling in. Fantastic.
But are you still missing something?
https://www.mycustomer.com/experience/voice-of-the-customer/frontline-feedback-how-to-capture-the-voice-of-the-customer-through/
In a recent market analysis from UBS, retail was ranked among the top industries predicted to be most impacted by artificial intelligence (AI) in the years to come. In fact, analysts have estimated that global retailer spending on AI will reach $7.3 billion per year by 2022, up from just $2 billion in 2019.
When it comes to where this money will be spent in the coming years, the majority of it is expected to be used to better the customer experience (CX), including everything from personalization to customer service. It’s an essential area to invest in given one in three (30 percent) consumers would post a negative review online or to social media if they received poor customer support, proving the need for enhanced CX to maintain customer loyalty, and even gain new shoppers. Brands are still just beginning to untangle the many advantages of using AI in retail, so let’s explore how AI can transform the customer experience.
https://www.mytotalretail.com/article/how-ai-can-transform-the-retail-customer-experience/
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