The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why:
http://customerthink.com/the-future-of-customer-experience-calls-urgently-for-a-significant-shift/
'Staying current with ever-changing tech trends is now de rigueur for any modern marketing executive. One of the first things Jim Lyski did after becoming CMO of CarMax in 2014 was to go on a “digital safari” to Silicon Valley with the company’s new CIO and other senior executives. They spent three days meeting with leading tech and venture capitalist firms, getting up to speed on emerging technologies.
“Google is happy to show you not only what they’re doing but what they’re going to concentrate on over the next year,” Lyski says. “Facebook, Adobe, Oracle and IBM Watson will do the same thing. If you’re not talking to the experts that are reshaping our industry, you’re missing the boat. This industry changes at breakneck speed. If you don’t put in the effort to stay abreast of everything, you’ll blink and be left behind.”'
https://www.adweek.com/digital/4-keys-cmos-should-consider-as-they-transform-their-organizations-and-themselves/
Amazon sellers are buzzing about a new metric called Customer Experience (CX) found in a dashboard called “Voice of the Customer.” It’s an interesting label, as Amazon CEO Jeff Bezos is reportedly so customer-focused that he leaves an empty chair at some meetings to represent the customer, “the most important person in the room.”
But will the new metric get sellers to be as obsessed with customer satisfaction as Bezos is? Or will sellers see it as an indication that Amazon doesn’t always recognize sellers are customers too who need to be protected by “bad” buyers?
The Voice of the Customer dashboard displays the Customer Experience Health of a seller’s offers and customer comments that are meant to help sellers identify product and listing issues so they can take action to resolve problems.
https://www.ecommercebytes.com/2018/09/23/amazon-introduces-new-voice-of-the-customer-metrics-for-sellers/
A good value proposition is the answer to the question ‘why should I buy from you and not one of your cheaper competitors?’
How well you answer that question in one line determines how much impact you will have on prospective customers and your site’s conversion rate. A well crafted unique value proposition is pivotal.
When challenged with the task of coming up with a strong value proposition for their brand, most executives tend to concoct a verbose blend of ambiguous words that have little meaning to the end consumer who’s just looking for a solution to a problem.
Words and phrases like “leveraging precision and proficiency to deliver excellence” might win you points in a spelling bee, but not with busy consumers who need quick solutions to real problems.
https://www.brandwatch.com/blog/voice-customer-value-proposition/
Great customer service experiences are few and far between, so when you have a good one, it makes a serious impression. Today, most companies don’t let their customers connect, hear a live voice -- a positive one, at that -- and build loyalty to the brand. An interaction with customer service is often the first step toward alienation, not bonding. But for brands that do it right, the contact makes a different kind of impact -- a good one.
https://www.forbes.com/sites/forbesagencycouncil/2018/09/20/why-great-customer-service-is-key-to-a-positive-brand-reputation/
If you have a VoC program or are interesting in building one, where are all the places you should “listen” to their voice? It is much more than just surveys.
https://customerthink.com/a-complete-voice-of-the-customer-program/
Planning season is well upon us and I’ll bet there are more than a few leadership teams hoping find a Voice of the Customer (VoC) program under the budget tree for next year. What’s not to like? VoC programs drive more sales, reduce service escalations, improve user experiences and have us sprinkling delight and enchantment across the land!
https://www.business2community.com/customer-experience/the-voice-of-the-customer-is-a-choir-02120437/
Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables. However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge. If retailers do not have a well-defined, structured measurement strategy, it’s very difficult to gauge how much CX is worth and show where it generates value – both for customers and for the business. Delighting customers comes with a cost. Delivering a superior customer experience should meet; even excel customer expectations. But, not at any cost.
http://customerthink.com/how-to-measure-retail-customer-experience/
“Your focus needs more focus,” urged the martial arts master, played by Jackie Chan, in The Karate Kid remake. The same could truthfully be said about any of our businesses. Focus is difficult to achieve and maintain. It requires constant diligence and discipline.
We could all learn from the experience of Phononic, the developer of solid-state cooling solutions used in a variety of applications and industries. Founded in 2009 and headquartered in the Research Triangle Park area of Durham, NC, this private company has been named a CNBC Disruptor 50 (twice!) and was just recognized for account-based marketing innovation at the #FlipMyFunnel conference, where I first met them. As a company who is just beginning to take their technology out of the lab and into the market, focus is everything.
https://www.forbes.com/sites/jenniferdavis/2018/09/10/5-ways-to-focus-on-the-buyer-and-their-journey/#10360c177c53/
The customer experience (CX) drives success or failure in retail, but who should claim responsibility for something so important? In most organizations, it’s the marketing department, according to research from Gartner.
https://www.forbes.com/sites/steveolenski/2018/08/31/does-your-cmo-have-the-necessary-tools-to-perfect-the-customer-experience/#1894bd0a2e3f/
Bookmarks on this page are managed by an admin user. 
