It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away.
Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority.
https://www.peoplemetrics.com/blog/12-reasons-to-invest-more-in-customer-experience/
A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
https://mopinion.com/360-degree-customer-journey/
In the world of constant disruptive changes and rapidly amplifying market needs, innovation is the differentiator. It is the capability to do things differently, caters to ever-increasing customer expectations, and transform ideas into reality.
Which is why innovation is the ‘strategic vision du jour’ of many ambitious organizations today.
https://ceoworld.biz/2019/02/05/4-practices-to-create-culture-of-innovation-in-your-organization/
When an organization has a holistic understanding of their customer experience (CX), it provides an opportunity to make more informed CX improvements. Voice of the Customer (VoC) programs are a proven way businesses can collect solicited customer feedback to gain a deeper understand of how customer expectations compare to customer experience and take action to drive improvements.
http://customerthink.com/5-benefits-of-collecting-solicited-customer-feedback/
It’s essential CX practice today to offer customers a range of channels through which they can interact with you. But adding new channels is only half the battle. It’s the CX team’s responsibility to coordinate them, too. At the B2B technology company for which I work, we call it connected listening.
For many companies, adding channels means adding silos to an already siloed organization. Lack of coordination across those channels can defeat the purpose and cause frustration for customers, who don’t care that your call center and web experience team operate separately from one another, or that your mobile app development team rarely communicates with your store or branch network.
CX organizations are uniquely positioned and skilled to ensure that organizations are offering customers great omni-channel experiences. Here are some guidelines to make the most of the omni-channel boom.
http://customerthink.com/connected-listening-3-tips-to-meet-the-cx-challenges-of-omni-channel-communication/
Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact.
http://customerthink.com/customer-journey-insights-increase-marketing-impact/
Every consumer is unique, each with their own sets of needs and expectations. With every interaction with your brand, consumers will have many different options for how they can go about taking the next step in their customer journey. Not to mention, these options will also often depend on how well – or how poorly – their last brand interaction went.
For a Customer Experience professional, it can be very valuable to be able to pinpoint what types of experiences lead to specific paths along the customer journey, especially costly ones. These insights can guide them to make more customer-centric decisions when trying to design positive experiences that will better lead consumers down more desirable paths.
Collecting the “Next Steps” metric as part of a CX program can help you do this.
http://customerthink.com/cx-metrics-series-next-steps/
Numerous studies on customer experience (CX) highlight the crucial role company culture plays in delivering a great customer experience. Yet very few casino operators have addressed cultural issues in their endeavors to improve customer experience.
Organizational culture, simply stated, comprises the values, norms and behaviors that determine the social and psychological environment of the organization. While virtually every gaming company has the word “customer” in its mission statement and values statements, the operational ethos of the workplace is often at odds with the stated mission and values.
http://www.asgam.com/cover-stories/item/4937-five-signs-that-your-organizational-culture-is-toxic-to-customer-experience.html/
Customer journey mapping is a popular tool for visualizing a customer’s experience. These maps provide a visual outline of various interactions that the purchaser has with a brand. It’s become a must for businesses as it allows managers to spot potential problems, going a long way in ensuring that the customer experience is satisfactory and hassle-free. When the customers’ road to conversion is straightforward, they’re more likely to stick with that brand.
In fact, taking advantage of the benefits of journey mapping, according to research published by Aberdeen Group, “Customer Journey Mapping: Lead The Way To Advocacy” the ROI for doing so is 200% greater employee engagement and 350% more revenue from customer referrals. Just imagine the profits and the ability to relocate toward bigger tech cities, such as Austin or San Francisco.
But, for successful customer journey mapping, it must be a collaborative process, with brand managers, markets and customers are included, allowing a manager or owner to form a complete perspective of what’s going on, from the moment the customer first discovers the brand through the buying stage.
In order to get a clear picture of this journey, there are four essential components of journey mapping.
http://customerthink.com/four-essential-components-of-customer-journey-mapping/
BPM is implemented in an organization to improve business operations. However, organizations are discovering that the capabilities of this platform is helping them become more customer-centric as well. In their efforts to be customer-focused, brands are developing customer journey maps - identifying all points of interactions that a customer has with a brand. And then aligning their business processes to those touch points.
http://www.cxotoday.com/story/from-good-to-great-customer-touchpoints/
Bookmarks on this page are managed by an admin user. 
