A dedicated sales force plays a key role in business-to-business customer experience management (B2B CXM): the typical sales cycle ranges from three to twelve months, and 91% of participating companies in the ClearAction B2B CXM best practices study said they sell B2B products and services through a dedicated sales force. How do these facts uniquely affect B2B customer experience (CX)?
https://www.business2community.com/customer-experience/account-teams-b2b-customer-experience-help-help-01977123/
And…that’s a wrap for 2017! We are thrilled to report that we’ve published well over 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role.
So let’s take a few moments and reflect on Mopinion’s Top 10 Hottest Blog Posts of 2017!
https://mopinion.com/mopinions-top-10-hottest-blog-posts-2017/
With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-overview/
A Hot and Cold Customer Experience.
On the way to a concert Sunday evening, my wife and I stopped to grab a quick meal at one of our regular tex-mex fast food restaurants. After patiently waiting in line, we got to the front and the server asked, “Can you wait a few minutes while I fill these on-line orders?”
I was not impressed with them giving priority to online customers over those who took the time and effort to be in the store, so I tweeted my displeasure. By the time we were sitting in our seats at the concert an hour later I had received an apologetic response from the company’s social media team and a promise to follow up.
https://www.cmswire.com/customer-experience/is-your-voice-of-the-customer-program-all-talk-and-no-action/
This week, I read an online comment that Customer Experience is a part of Customer Success.
Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience.
Each discipline has its own idea.
The Customer Experience vs. Customer Success debate has been an interesting one.
So, let’s back up a bit to dive into history and where we are.
https://www.m4comm.com/customer-experience-and-customer-success-converge/
As the year draws to a close, Return asks its senior team to reflect on 2017 and offer predictions for 2018. Topics raised include programmatic and shoppable video, voice search, and shifts in online search and targeting...
http://www.thedrum.com/opinion/2017/12/20/the-future-digital-marketing-predictions-2018/
Instant gratification is here to stay—at least in the customer experience world. Thanks to technological advances, most consumers now expect brands to be available at a moment’s notice. Smartphones, social media, mobile apps, and more have helped create a culture of hyper-connectivity and immediacy, making it critical for companies to provide fast and seamless customer experiences.
http://www.1to1media.com/customer-engagement/redefining-real-time-customer-experience/
It all started with a new Christmas decoration my wife had set her heart on. She’d been back and forth wondering if she should buy it. Last weekend, we found ourselves back in the store, where she eventually decided it would be ideal for a space on the hallway table.
https://www.cmswire.com/customer-experience/let-the-customer-experience-drive-your-technology-design/
Voice of the Customer (VoC) is much more than an actual voice. It is a combination of voices captured at various customer touch points. It is an intricate process used to capture both quantitative and qualitative information from customers. Information such as their requirements, preferences and feedback; in other words, a gold mine of data! This information is what you’re supposed to be using to chisel away what the customer don’t want and deliver the best quality product or service. What you may think is an excellent addition to your product or service may be an annoyance to the customer, and the VoC helps you identify that – forcing you to look at things from the customers’ perspective.
http://www.customerguru.in/4-simple-steps-to-make-the-most-of-the-voice-of-the-customer-voc/
In many conferences in 2017, the buzz has all been around the customer experience, customer journeys or customer engagement. These topics come up in almost every presentation in a banking, hospitality, marketing or retail conference. However, there was little linkage between these “buzz” topics with loyalty nor branding. There is a correlation between the customer experience and how that impacts loyalty and an organisation’s brand. How does a brand inspire loyalty and how does the customer experience elevate a brand?
http://www.marketing-interactive.com/features/synchronizing-loyalty-customer-experience-and-branding/
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