At its core, conversational experience is an easy-back-and forth with a customer on a specific channel such as chat or voice. The customer is able to speak or type naturally and ask spontaneous questions — without having to navigate cumbersome IVRs, thank you very much. In short, said Jim Freeze, CMO of virtual assistant provider Interactions, customers are able to talk or type to a virtual assistant exactly how they would if they were speaking with a human. Or put another way: “The idea is to move away from forms and buttons to a process that enables an exchange that resembles what we have in a 1:1 conversation with a friend,” said Ajeet Kushwaha, director of bots and automation at customer engagement software provider Freshworks.
https://www.cmswire.com/customer-experience/what-is-a-conversational-experience/
Voice of the Customer (VoC) programs enable business leaders to gather the critical customer feedback they need to address customer concerns and shape the future of their products.
Traditional VoC programs are one-on-one interview based and can generate volumes of unstructured customer interview data. Making that information actionable is where the rub is, according to Maxie Schmidt-Subramanian, Principal Analyst of Customer Experience at Forrester.
https://www.cmswire.com/customer-experience/how-ai-is-impacting-the-voice-of-the-customer-landscape/
https://www.business2community.com/ecommerce/how-b2b-ecommerce-marketers-can-use-the-voice-of-the-consumer-to-boost-sales-02133114/
A few years back, it seemed forecasters everywhere were predicting the demise of the call center as self-serve digital channels accelerated up the steep curve of early customer adoption. More recently, with the advent of automation in the form of Intelligent Virtual Assistants, natural language processing and other artificial intelligence-based tools, the extinction of the call center was revisited.
It is true that digital interactions are increasing. According to this 2018 McKinsey research, 48% of all customer care interactions will be digital by 2020.1 But another study states that a majority of consumers ranked speaking with a human on the phone as their preferred communication channel with a business.2 When you peel back the onion, it’s clear that digital channels and call centers need to work in concert to optimize customer engagement.
http://customerthink.com/the-value-of-cross-channel-voice-of-the-customer/
Customer experience (CX) professionals have it so easy today. In the past we relied on surveys as our primary source of customer insights. Now with so many options for connecting with customers, CX professionals have it made!
But can so many options actually make it more difficult? How do you keep track of the options? How do you determine which are best for you? How do you pull everything together into one cohesive voice?
On second thought, maybe today’s CX professionals have it harder than I thought.
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=128311/
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/
As autumn moves into full swing, retailers work to finalize their preparations ahead of the holiday shopping surge. Each year, the fourth quarter plays a significant role in ensuring retailers remain profitable, but this season holds even more weight, as some experts predict it to be the most successful holiday season since the “retail apocalypse” began.
The road to a profitable season is paved by those who do right by their customers; by those who provide a positive, personalized and multi-channel experience that leaves their customers wanting more.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-cx-will-make-this-holiday-less-apocalypse-and-more-revival/
The difference between a good business and a great one often comes down to the small details. Companies who show that they care about those details are generally more successful and more popular among their customers. Any prosperous business will tell you that part of the secret of getting to the top is to be good at both eliciting and listening to feedback.
https://www.netigate.net/articles/customer-satisfaction/improve-customer-feedback-five-top-tips-getting-helpful-comments-customers/
WordPress is one of the most popular content management systems available with nearly 75 million websites. What’s great about this open source software is that it offers well over 53,000 different plugins that gives users the opportunity to extend the functionality of their websites. These plugins can range anywhere from SEO tools and Landing pages to Social media integration and Caching tools. However, there are also several notable user feedback plugins that are great for kickstarting your customer feedback programme.
https://mopinion.com/top-10-user-feedback-plugins-for-wordpress/
Helping consumers and businesses manage and plan their financial affairs, Financial Advisors (FAs) are the key intermediaries or channel for the promotion and distribution of a wide array of investment and insurance products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an endless assortment of investment instruments and securities, FAs are critical conduits connecting customers with financial services “manufacturers.”
Building enduring, strong relationships with Advisors is critical to providers that rely on this channel. Winning with Financial Advisors, however, is analogous to herding cats. The stakes and the challenges are greater than ever in this love/hate mutual dependency, making strengthening Financial Advisor experiences and relationships critical to winning with advisors.
http://customerthink.com/capturing-the-loyalty-business-of-financial-or-any-intermediaries/
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