To help marketers navigate the massive and expanding array of marketing technologies available to them, Chief Marketing Technologist Editor Scott Brinker recently released his annual Marketing Technology Landscape supergraphic, known as the ‘Martech 5000’.
https://www.iperceptions.com/blog/marketing-technology-landscape-2018/
What makes a great customer experience? In many ways, this might depend on what you (the customer) value the most in a brand. Personalised emails or speedy social replies, for example. Or perhaps superb digital content.
Overall, however, brands with a great CX tend to cover a multitude of bases – ensuring that customers are satisfied at each and every touchpoint. So, delving a little deeper (and away from the most obvious brands) here are just a few examples and the reasons why they excel.
https://www.econsultancy.com/blog/70005-nine-less-obvious-brands-offering-great-customer-experiences/
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/
When it comes to creating an outstanding customer experience, Voice of the Customer (VoC) programs are a top priority and area of differentiation for operations teams and CX leaders. According to Forrester, just 33% of CX professionals say their VoC program is effective at driving action to improve customer experience. This means there’s tremendous room for improvement in the implementation and execution of these programs.
VoC programs require a wide skill set, deep expertise, and a significant commitment from leadership within the company. As a result, it can be challenging to get these programs past the infancy stage. In many cases, leaders are looking for ROI, yet the programs don’t have what they need to impact business results. It’s time for strategies to evolve so that VoC programs can drive increased customer loyalty and proven ROI. For that to happen, there needs to be a fundamental shift where programs move from listening to customers to truly understanding them.
https://customerthink.com/voice-of-the-customer-programs-one-strategic-shift-you-need-to-make/
According to a survey by Statista, nearly 2.62 billion people have active social media accounts worldwide today. The high tech industry has long understood that targeted ads and social media campaigns are powerful tools for driving brand awareness and sales. However, despite the fact that social media drives more traffic to a website than organic search, conversion rates are still extremely low. In fact, according to AdWeek, social media traffic has an average conversion rate of 0.71 percent, with organic search converting at 1.95 percent and email at 3.19 percent.
Some high tech companies are very successful in creating communities and developing a strong following on their social media accounts and this is definitely the first step to increasing conversion. But how do you use these communities to build customer loyalty, provide a better customer experience and increase sales conversion rates?
https://www.itproportal.com/features/3-ways-technology-brands-can-leverage-live-engagement-on-social-media/
Customer Experience Management (CEM) is getting a lot of attention in the technology market. CEM is a solution through which an organization can interact with their customers and analyze customer behavior, purchasing patterns, satisfaction, complaints, insights and their overall experience. Organizations have to reach out to customers and hence are applying this customer centric approach.
http://www.digitaljournal.com/pr/3796068/
Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements?
Based on our VoC research, we have learned that the brands most successful in making their CS (Customer Service) and back-end processes align beautifully with their front end CX, are those which involve and integrate every department and every employee!
Here are 3 tips to help ensure that your CS matches the promise of your CX:
http://customerthink.com/3-tips-to-ensure-customer-service-matches-your-promised-customer-experience/
How are you getting insight on your customers that is deeper than your competitors? How well is it working? Are these insights allowing you to make changes that increase your market share and revenues?
You will already know where the trend is going. GDPR will create some volatility as the implications start to play out, but without doubt it will play out albeit with amended guidelines. What is also without doubt will be the explosive growth of passive data which will be harnessed to increasingly sophisticated analytics as a means of predicting customer behaviour. As data bandwidths increase and become cheaper, the sheer volume of data will explode as almost everything we do becomes monitored to a greater and ever granular degree.
Is it possible that we are relying too much on technology? Are companies now adapting their customer journeys, internal processes and products based on what the technology-driven analytics say alone? Or are there alternatives that will give you better insight?
https://nextten.media/voice-of-customer-and-big-data-will-never-be-your-key-differentiator/
"The business world’s preoccupation with customer experience has led to billions being invested in digital transformation. This means marketers can play a bigger role, says Omobono’s Jonathon Palmer, but to do so successfully requires clarity on where to best focus efforts.
This year’s research, in partnership with Marketing Week, gleaned from more than 1,100 participants around the globe, reveals key insights about the role marketers should be playing in helping organisations shape their customer experience and become more relevant in their customers’ lives."
https://www.marketingweek.com/2018/06/08/customer-experience-opportunity-grow-influence/
$1.6 trillion: That’s not the GDP of a nation. According to Accenture, it’s the amount of money businesses in the U.S. lost in 2017 due to customers switching to their competitors because of poor customer experiences (CX).
As competitive pressure increases, businesses need to set themselves apart — and a superior CX will do the trick.
https://www.cmswire.com/customer-experience/customer-journey-mapping-navigating-a-course-to-better-customer-relations/
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