It's fair to say companies have recognized the power of customer experience (CX). Think of the great lengths businesses have gone to provide features such as one-click ordering or same-day delivery. We at Walker predicted this in our 2013 report “Customers 2020,” in which we revealed a rise in the influence of customer experience and a decline in traditional methods of differentiation based on products and price. It appears we got that one right. CX is now widely considered one of the best ways to establish a competitive advantage.
However, it’s clear that not all companies have caught on. In particular, new research shows business-to-business (B2B) firms are not keeping up with these trends.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-B2B-Companies-Are-Falling-Behind-in-Customer-Experience-121782.aspx/
There’s no denying that the focus on delivering great customer experiences (CX) has increased globally over the past few years. What once was a luxury that only a few companies had the resources to invest in (think Amazon and Netflix), has now become a staple on the CEO agenda.
In an extremely competitive world where customers demand a personalized experience, really knowing and understanding your customers is so crucial. But how do you do it well? This is where a lot of companies take a wrong turn.
http://customerthink.com/voice-of-the-customer-why-you-need-it-and-how-to-start-your-voc-program/
Curious what the best practices are for gathering real time feedback from your online visitors? Perhaps you’re doing this already but struggle to manage the data and pick out important trends? If so, tune in to our upcoming webinar hosted by digital feedback specialist, Luke Price. In this webinar, we will focus on how financial institutions can gather and get the most out of their online customer feedback data.
http://mopinion.com/webinar-how-financial-institutions-can-use-online-feedback/
The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
In the world of customer service, understanding your customers and their needs is critical to the success of your organization. Sometimes these needs are clear and easy to meet, and other times it can be more difficult to understand what your customers require. That’s why it’s so important to listen to the voice of the customer and use your findings from doing so to shape your organization’s customer experience.
https://www.virtualhold.com/blog/voice-customer-can-businesses-use-shape-customer-experience/
Alexa, Siri, Google Voice Assistant. These have become household names, and indeed are members of many households, helping us with information, entertainment and even shopping. All four of these, as well as others under development, are platforms that seek to provide the answers to the questions their users are asking — all their questions.
But like humans, there are some things that these AI-based voice assistants do better than others. Ask Alexa to tell you a joke, and she'll dig deep into her archives to tickle your funny bone. Ask Siri where the best Mexican food in the neighborhood is and he'll come back with a list that will run the gamut of south of the border regional cuisine, from Bajas to Veracruz.
http://retailcustomerexperience.com/blogs/what-retailers-really-need-in-a-voice-assistant-platform/
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them.
Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.
https://beyondphilosophy.com/best-companies-doesnt/
Meltwater's David Hickey takes a look at the digital clues leading up to Sydney Trains' narrowly avoided strike - clues which may have offered a solution to dodging the crisis entirely.
With the rise of social platforms as a medium for public feedback over the last decade, the luxury of time to plan for a crisis has dropped significantly. Forget hours, a company usually has just seven minutes to acknowledge a rising issue.
https://mumbrella.com.au/can-learn-nsw-governments-sydney-trains-crisis-496105/
A great customer experience is important in all industries, but in a world of ever-growing consumer expectations, it's critical for retailers. In fact, according to Forrester, "the key to successful retailing in 2018 is obsessing about customer experience." Many retailers are already "obsessed" with the customer experience, but the question is: are they acting upon this obsession?
https://www.retailcustomerexperience.com/blogs/whats-in-store-for-cx-integrating-insight-for-a-360-degree-view-of-the-customer/
A company’s biggest differentiator is often their ability to predict the needs of customers. This concept is typically associated with the purchasing experience, or developing personalized services. What’s missing from these strategies are the opportunities in communicating to customers how things go wrong.
https://goodmenproject.com/featured-content/wheres-my-stuff-power-speaking-in-customers-words-kvnw/
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