Launching a successful Digital Branch is not an easy task, it is an ongoing strategic initiative that not only takes financial investment, but a lot of collaboration across multiple layers of an organization.
Throughout the process of launching a Digital Branch, many companies get caught up in the overwhelming details, technicalities and resources and forget to ask the simplest questions. Perhaps the most important initial step in building a Digital Branch is to get to know the end-user: your customer.
https://www.inddist.com/article/2019/01/what-you-need-know-about-customers-launching-digital-branch/
Have you ever purchased something, somewhere? If so, then surely you’ve felt this particular pain: Along with your bag of goods comes all kinds of marginally necessary offers and calls to action. And, if you take “almost no time at all” to complete the retailer’s robust questionnaire, you — yes you! — might be the proud recipient of some type of prize.
A study by Interaction Metrics discovered that, despite good intentions of improving customer happiness and overall experience, retailers are largely wasting customers’ time — and their own — by conducting flawed satisfaction surveys.
https://www.retaildive.com/news/whats-wrong-with-retailers-customer-surveys/525124/
Is customer service part of the customer experience? Or is customer experience what happens when someone receives customer service? Are they the same thing?
The terms “customer service” and “customer experience” are often confused or used interchangeably. They’re not the same thing, but they are related.
The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — customer experience is the sum of the entire customer journey with your business.
Let’s take a look at customer service vs. customer experience in more detail.
https://www.helpscout.net/blog/customer-service-vs-customer-experience/
When retail brands started measuring CX through emails or SMS, they thought they would be rewarded with several benefits. For one, they would constantly monitor the pulse of their CX and react quickly to solve customer problems. Besides, CX conversations would start to happen across the organization and brands would have access to a benchmark. Customers would also be rewarded as they would be offered a new way to highlight issues or pass compliments. And, to a certain extent, some of those benefits did materialize.
It was the time when some software vendors were claiming CX would improve if companies simply launched a CX measurement program (be it NPS or something else, as long as it used their software) that encompasses those metrics across the organization.
http://customerthink.com/why-customer-experience-measurement-is-biased-and-how-to-fix-it/
For years price, product and quality were most important. Organizations didn’t even think of their customer needs. Nowadays the Voice of the Customer is more important than ever. In the previous blog we gave an introduction about what Voice of the Customer is and the importance of listening to the customer. The question is not so much why you want to use VOC for your organization, but when you start with it to improve customer focus.
https://www.cys.group/en/blog/why-is-the-voice-of-the-customer-voc-for-your-organization-more-important-than-ever/
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/
According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82 per cent of B2B CMOs expect to mostly or completely compete on the basis of CX, compared with 76 per cent for B2C marketers.
Meaning that competing on price and product or a combination of both is becoming much less important. This is big, really big, because creating great customer experiences will require tenacity, dedication, long term thinking, integration of data, collaboration and a cross company approach where everyone is involved. No. Mean. Feat.
https://which-50.com/why-the-customer-experience-matters/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
GDPR may be one of the hottest topics in the business world today, causing many organizations to rethink and revise how they approach many of their everyday practices.
The General Data Protection Regulation, or GDPR for short, aims to increase the protection and privacy of personal data, also known as Personally Identifiable Information (PII), for all EU residents.
In the age of the GDPR, consent and managing individual’s rights are crucial. Because of this, Voice of the Customer (VoC) research may become an even more important source of data and insights to marketers wanting to understand better and improve the Customer Experience (CX).
In this post, we look at why.
https://www.iperceptions.com/blog/voice-of-the-customer-gdpr/
Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations.
In the age of the Customer Experience (CX), these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering.
https://www.iperceptions.com/blog/successful-voice-of-the-customer-program/
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