Customer experience (CX) is not only a major priority, but also a game changer for businesses. To craft customer-centric business policies and meet customer needs, marketers first need to understand, what is customer experience? Let’s start with the basics.
Gen-Z is more aware, needs instant service and has rising expectations, and Millennials and Baby Boomers have their own unique needs. In this high-pressure situation, businesses need to be meticulous with their CX strategy. We have put together a comprehensive A-Z customer experience guide to help you optimize your business strategies.
https://www.martechadvisor.com/articles/customer-experience-2/what-is-customer-experience-a-to-z-guide/
You may be like many executives who’ve had more than a few sleepless nights worrying about your customers. Particularly the customers with problems (and on average that’s 3 out of 4 of your customers) — the ones who light up the phones and fill your inbox with concerns, complaints, and helpful suggestions. Surely if you don’t act and fix their issues, they’ll take their business elsewhere, right?
It’s a common hypothesis that you should prioritize your initiatives around those known problems or the ‘squeaky wheel’ issues. The ‘known issues’ are causing friction in your customers’ experience and should be addressed, however, they may not deserve the resources or priority that you think.
http://customerthink.com/the-customer-experience-risk-its-what-you-dont-know-that-should-keep-you-up-at-night/
Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. There’s an old Gartner statistic that I still like to share because I believe it’s relevant to this day:
95% of companies collect customer feedback, yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard.
This statistic is a good, high-level representation of how companies have matured or evolved (or haven’t) along the continuum of data-driven success.
Let’s take a closer look at that continuum. And let’s assume that Phase 0 is not listening or looking at data at all.
http://customerthink.com/the-continuum-of-data-driven-success/
David Turner, senior director EMEA marketing at Oracle NetSuite, explores what today’s customer is looking for both online and offline.
Today’s customer, above all, demands seamless and relevant experiences. They want to move effortlessly across online and offline channels from initial contact to purchase and beyond.
Along the way, they expect the retailer or brand to know their interests and preferences, and use this to provide consistent, timely, relevant and personalised engagement. In essence, it’s about a data-driven experience.
https://www.retail-week.com/retail-voice/four-ways-to-build-the-ultimate-customer-experience-/7028673.article?authent=1/
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