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/
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/
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/
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/
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/
$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/
"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/
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/
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/
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/
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