When you first start selling online, receiving negative customer feedback can feel like a real kick in the teeth. You’ve put in all the hard work to get the order out but have fallen short of your customer’s expectations and are now worried about your reputation, not to mention how it might affect your metrics.
With experience though, you start to realize that negative customer feedback is just part of selling online and shouldn’t be taken to heart. In fact, if you use it creatively, it can even present you with an opportunity to shine.
https://www.business2community.com/brandviews/xsellco/4-creative-ways-to-utilize-your-negative-customer-feedback-on-amazon-and-ebay-02083046/
'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/
In the world of constant disruptive changes and rapidly amplifying market needs, innovation is the differentiator. It is the capability to do things differently, caters to ever-increasing customer expectations, and transform ideas into reality.
Which is why innovation is the ‘strategic vision du jour’ of many ambitious organizations today.
https://ceoworld.biz/2019/02/05/4-practices-to-create-culture-of-innovation-in-your-organization/
Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation.
We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so.
https://www.business2community.com/customer-experience/4-rules-for-responding-to-customer-feedback-02111756/
he golden rule for delivering an excellent customer experience (CX) is to listen to your customer. If you know what your customers want, all you need to do is deliver it. It’s simple — except, it isn’t.
Voice of the Customer (VoC) programs have become vital drivers for brands looking to be competitive in customer experience. A Gartner study shows that 89 percent of companies are currently focused on CX as a competitive differentiator. However, according to a recent report by Forrester, only 33 percent of CX professionals say their VoC program is effective at “driving action” to improve customer experiences.
https://www.cmswire.com/customer-experience/4-tips-to-get-more-from-voice-of-the-customer-programs-in-2019/
We’re going to help you avoid some of the most common pitfalls so you can build a solid foundation and scale your Voice of the Customer program with ease.
Take a look at the top 5 things you should 100% avoid when getting started with a Voice of the Customer program.
https://www.kayako.com/blog/voice-of-the-customer/
Several major market changes have made waves throughout the retail industry in just the past few years. The proliferation of mobile devices, Amazon’s meteoric rise to the top of e-commerce, and the emergence of omnichannel strategies have all fundamentally changed how retailers compete.
Shoppers today expect browsing and purchasing to be consistent and seamless, no matter where their experiences take place. Omnichannel, especially, has transformed retail and improved what consumers consider to be a quality user experience.
While building an effective omnichannel strategy is not easy, retailers can avoid mistakes and create best-in-class omnichannel experiences by following these five lessons:
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=126962/
What do revenue, retention and reputation all have in common? Yes, they all start with the letter R, but more importantly, they all revolve around the customer. And like those three words, everything in your business should too.
Your customers fuel your organization’s most important initiative: revenue. But increasing revenue would be nearly impossible without retaining the customers who impact your bottom line. How can you work to retain those customers as you continue to evolve, innovate and grow your business? Develop a consistent voice of the customer (VoC) program that meets your customer’s emotional needs and drives your brand’s reputation throughout each experience.
https://www.cmswire.com/customer-experience/5-steps-for-building-a-voice-of-the-customer-program/
There's no shortage of buzz around the voice of the customer (VOC) and how it should shape a brand’s external policies, products and services for the benefit of its bottom line. However, the concept of turning customer feedback into practical results can seem abstract to an organization that’s used to make decisions based on data and “gut feelings” alone. But the reality is, the world’s most successful tech companies do listen to feedback (sometimes, anyway), and they do have a history of action upon it when it makes sense.
To highlight these VOC program successes, and to give inspiration to other brands, here are five tech companies who took the voice of their customer seriously.
https://www.cmswire.com/customer-experience/5-tech-giants-taking-the-voice-of-the-customer-seriously/
Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.
So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
http://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
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