In this edition of #CXSecrets, we’ll explore how market research teams are leveraging Voice of Customer programs to quickly resolve strategic problems so they can focus more time and budget towards conducting more complex and long-form studies.
https://www.business2community.com/marketing/cx-secrets-use-voc-program-quickly-answer-strategic-market-research-questions-02044686/
David Turner, senior director EMEA marketing at Oracle NetSuite, explores what today’s customer is looking for both online and offline.
Today’s customer, above all, demands seamless and relevant experiences. They want to move effortlessly across online and offline channels from initial contact to purchase and beyond.
Along the way, they expect the retailer or brand to know their interests and preferences, and use this to provide consistent, timely, relevant and personalised engagement. In essence, it’s about a data-driven experience.
https://www.retail-week.com/retail-voice/four-ways-to-build-the-ultimate-customer-experience-/7028673.article?authent=1/
When talking about customer experience, there’s almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just one side of the coin. There’s the B2B angle to it as well, where delivering a great experience is equally crucial to be successful in the long run.
According to Accenture, approximately 80% of executives in B2B companies believe that offering an outstanding customer experience is directly connected to generating better business results and ensuring the company has a competitive advantage. Despite this realization, fewer than 25% of these companies excel at offering great CX. The rest still have a more product or channel-centric approach, with everyone in the organization focused on the product and where and how it’s marketed.
http://customerthink.com/the-future-of-customer-experience-in-b2b/
“Voice of the Customer (VoC) programs have become a strategic asset for most forward-thinking and customer-centric CEOs, CMOs and customer experience leaders,” says Chuck Schaeffer, Go to Market Leader at IBM. “VoC benefits include faster customer resolutions (with fewer hops and escalations) and improvements in customer experience (CX) as evidenced with such metrics as Net Promoter Score (NPS) and customer loyalty. Financial benefits include increases in customer spend, customer share and customer retention.”
https://www.surveygizmo.com/survey-blog/top-5-benefits-of-a-voice-of-the-customer-program/
Leading brands know that running a successful business is more than selling and making a profit; long-term success is defined by a brand’s ability to form a lasting connection with its customers. In addition, customers are increasingly looking to humanize the brands they do business with.
While blogs, newsletters, and traditional social media have been reliable tools for connecting with customers in the past, the prevalence and popularity of these tactics mean that brand leaders need to think one step ahead if they want to continue creating unique and personal customer experiences.
http://customerthink.com/5-innovative-ways-to-connect-with-customers-digitally/
With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-overview/
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?
Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.
So why is it that two-thirds of VoC programs aren’t making a difference? This articles outlines four root causes.
http://customerthink.com/why-only-15-of-voice-of-customer-programs-are-very-successful/
For retailers looking to scale up from a regional loyalty program to an international one, the process isn’t as simple as translating existing offerings market by market. To be successful, you need to create an expansion plan rooted in a deep understanding of both global audience preferences and keen awareness of region-specific data and privacy concerns.
https://www.colloquy.com/latest-news/avoid-a-copy-paste-mentality-when-taking-your-loyalty-program-global/
Halloween is slowly creeping up on us. There’s that subtle hint of pumpkin spice lingering in the air, costumes filling up all of the party stores and of course, the most quintessential Halloween movie, Hocus Pocus has taken up the number one spot on Netflix. With all of this Halloween fever around us, we simply couldn’t resist adding a little Halloween ‘flair’ to our blog. So – in light of the holiday – we want to emphasize several ways online feedback can prevent your customers from having a ‘scary’ customer experience!
But before we begin, it’s important that you become acquainted with the most common ‘horrors’ (or irritations) that online customers often encounter; horrors that can tarnish the customer experience and ultimately (if not resolved), put these customers off to your brand...
https://mopinion.com/3-ways-online-feedback-can-prevent-a-scary-customer-experience/
While gambling and games of chance are Nederlandse Loterij’s expertise, there’s one thing it doesn’t gamble with and that is providing a good customer experience. Maurice Meijers, Head of Online Design & Development at Nederlandse Loterij fills us in…
https://mopinion.com/customer-story-nederlandse-loterij-doesnt-gamble-with-customer-experience/
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