"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/
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/
Customer insight is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice or respond to feedback invitations.
How can brands collect more customer feedback—that is both meaningful and actionable—in an environment where multiple priorities compete for customers’ attention and time?
Here are five actions companies can take to take their feedback gathering to the next level.
http://customerthink.com/5-expert-tips-to-gain-more-customer-feedback/
Insightful guest post by AB Tasty about the power of Website Testing and Personalisation and how these two contribute to achieving an increased Customer Experience and therefore, increased Conversion Rates.
https://mopinion.com/how-to-increase-cx-through-testing-and-personalisation/
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/
Co-founder of Aircall, Jonathan Anguelov explains to Information Age the future of customer experience and why business leaders need to move away from siloed channels to a fully digitised system, allowing greater interaction.
https://www.information-age.com/future-of-customer-experience-123473120/
The method used to engage with customers for their feedback can have a significant impact on the nature of the feedback you collect and, consequently, the metrics you report.
Engaging with customers and collecting their feedback is a competitive edge available to any enterprise willing to invest in data management, process optimisation, and creative design. Insights from customers collected through surveys and other feedback mechanisms are the backbone of Customer Experience (CX) management.
https://www.mycustomer.com/experience/voice-of-the-customer/customer-feedback-how-collection-methods-skew-results/
Voice of the Customer (VoC) programs have become a strategic asset for the most forward thinking and customer-centric CEOs, CMOs and customer experience leaders. In fact, in the most recent Best Practices of the Best Marketers Research Report, Chief Marketing Officers whose performance ranked them in the top quartile used VoC programs a whopping 48% more often than their lower performing peers.
It’s been my experience that most companies think they know what their customers’ want—and more often than not they are either partially correct or incomplete. Either scenario results with a cascading effect that degrades product R&D, marketing communications, sales effectiveness, services delivery and customer experience (CX) objectives. The negative financial impact incurred in any one of these areas is a significant hidden loss than goes unrecognized by most business leaders.
http://www.crmsearch.com/voc.php/
Sir Richard Branson once said “Employees come first. If you take care of your employees, they will take care of the clients”
Is Employee experience (EX) and Customer experience (CX) linked? I would emphatically say a YES to that question. Ideally, the EX should reflect the same experience that we are trying to provide to our clients. It is becoming increasingly evident that the two experiences are so very closely linked, that one affects the other in every level. It is also common sense. Without employees we will not be able to provide any sort of CX and if the employees are not happy and committed they certainly will not be able to provide client delight to our valuable clients.
https://www.dqindia.com/customer-experience-employee-experience/
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