When was the last time you sat back, hands resting behind your head and though, "I think we’ve totally nailed our approach to Customer Experience?”
I’m going to guess it’s not something you think often/ever. What your customers want is complicated - and it’s changing all the time. But that doesn’t mean it’s impossible to achieve.
Not every CX success comes from a significant initiative or programme. Sometimes, it's the little tweaks and quick wins that can boost your approach and the subsequent results.
Here are four quick wins to prioritise, to help you nail your approach to Customer Experience.
http://ravingcontent.rantandrave.com/4-quick-wins-to-move-your-cx-programme-to-the-next-level/
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/
To help you meet shopper expectations this holiday season (and the next!), we’ve gathered a few tips that will ensure the delivery of a winning digital customer experience as well as keep your customers coming back to you year after year. Curious what they are?
http://mopinion.com/tips-digital-customer-experience-this-holiday-season/
Customer Experience (CX) plays a crucial role in your business's relationship with a customer. CX is all about how customers perceive you from the sum of all their interactions with your business.
You need to play an active role in shaping these experiences to build a positive impression of your brand to the public. You can be proactive and manage your customers' perceptions by launching CX strategies.
http://business.com/articles/customer-experience-strategies/
The travel, tourism, leisure, and hospitality (TTLH) industry has long been the poster child of great customer service (CS). But with its agile and strategic response to the disruption and innovation caused by digital transformation, it is also setting the benchmark for customer experience (CX) Explore how hospitality marketing has embraced the digital customer journey and what digital marketers committed to delivering the best CX - virtual or otherwise – across industries can learn from it.
https://www.martechadvisor.com/articles/customer-experience-2/5-cx-lessons-for-digital-marketers-from-the-ttlh-industry/
Not seeing the results or improvements you expected to see from your customer listening efforts?
Why is that? What’s going on?
I’ve been known to cite two reasons for VoC program ineffectiveness...
http://customerthink.com/5-fails-to-avoid-with-your-voc-program/
Shopping cart abandonment is an occurrence that plagues many retailers and webshops all over the world on a daily basis. By definition, shopping cart abandonment is when a potential customer starts the checkout process for an order online but drops off before completing the purchase. You will probably all agree with me when I say that the thought of the customer getting all the way to the shopping cart only to leave empty-handed is a very troublesome one, which is why it’s important to take action and stop it. While there are many customer experience (CX) solutions that can help avoid this problem, such as user feedback, ad retargeting and email recovery campaigns, there is another area that deserves some attention as well: user experience (UX).
https://mopinion.com/5-user-experience-ux-strategies-to-reduce-shopping-cart-abandonment/
In this special guest feature, Aviad Abiri, Vice President of Portfolio Sales Enablement at NICE, provides 5 ways interaction analytics can improve customer experience. Interaction analytics helps to improve the overall customer service experience, and can also assist companies in advancing their bottom line. Aviad Abiri is responsible for equipping all client-facing employees with the ability to consistently and systematically have a valuable conversation with NICE’s customer stakeholders, across the entire range of our portfolio offerings and at each stage of the customer problem-solving life cycle.
https://insidebigdata.com/2017/12/15/5-ways-interaction-analytics-can-improve-customer-experience/
VP of artificial intelligence powered insights hub and social analytics company Crimson Hexagon reveals what brands should consider to better leverage the power of social
The pressure is on organisations to engage and understand customers better using social media channels. But are Aussie companies doing enough to tap this powerful data set?
https://www.cmo.com.au/article/630356/5-ways-get-more-from-your-social-analytics/
When a customer is dissatisfied with the overall experience of purchasing a product or receiving services from an organization, the business is highly likely to suffer a huge amount of loss in the future. It is crucial for service providers or manufacturers to find out the customer experience using various ways, such as feedback through surveys, interviews, observations, etc.
VOC (Voice of the Customer) is an organized practice to figure out the customer needs and integrate it as an integral part of the system. The benefit of incorporating the VOC tool into the existing system is that every customer feels honored and special, which inevitably encourages them to do more business with you.
There are several ways to gather the voice of the customer..
http://sixsigmafocus.com/2017/07/18/know-customer-better-voc/
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