Is your business listening to the Voice of the Customer (VoC)? If not, you might want to start now – as it is becoming a top priority among most online businesses. This rise in popularity is owed to the fact that Voice of the Customer programs (and therefore Voice of the Customer tools) have recently become a critical element in customer experience initiatives.
https://mopinion.com/28-voice-of-the-customer-voc-tools-an-overview-comparison/
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/
I regularly meet executives who tell me their customer experience initiatives are not meeting their expectations, and when I look deeper I find some or a combination of the following:
http://customerthink.com/create-a-customer-experience-transformation-programme-that-delivers-results/
Customer success means establishing a relationship with your clients, listening and understanding what their needs are and supporting them throughout the journey that leads to their own goals. That’s all nice and clear in theory but what are some actionable customer success tactics that actually work?
It’s easy to get lost in the fluff and talk about general concepts but, when it comes to customer success, it’s important to have a clear strategy in mind and put in place effective measures that actually have an impact on the customer journey. A well defined customer success playbook is in fact vital in order to guarantee a constant customer success driven growth.
https://blog.userlane.com/customer-success-tactics-lead-to-hyper-growth/
Most people can name a negative experience they've had with a brand, and along with it usually comes a declaration of why they will never return to that company. According to the ACSI's latest Retail Report, shoppers are often unhappy with the customer service they receive, referring to it as "lackluster" and "underwhelming."
http://retailcustomerexperience.com/blogs/how-retailers-can-give-consumers-the-personal-care-they-expect/
Customer journey mapping sounds like it could be yet another technical exercise that your team could probably do without but according to these experts, it's quite the contrary. They are a necessary part of understanding and breaking down the barriers between your business and it's customers.
Customer journey maps are just as simple as they sound but they can be more useful than you could imagine.
https://www.cmswire.com/customer-experience/how-to-get-started-with-customer-journey-mapping/
Marketing directors can’t make decisions in a vacuum. They need information about their customers, their channels and all the touchpoints that help them to connect with each other. How can they deliver what the customer wants unless they can see through the customer’s lens?
https://www.marketingtechnews.net/news/2018/feb/26/journey-analytics-show-customer-experience-through-different-lens/
B2C businesses have historically had to factor in customer experience, otherwise they most likely fail. In the B2B world the product has taken center stage. In today’s experience economy all businesses, B2C and B2B, must consider the entire customer journey, not just the quality of the product because B2B customers increasingly demand a great customer experience.
http://forbes.com/sites/sap/2020/01/10/learn-how-to-obtain-a-superior-b2b-customer-experience-with-these-valuable-insights/#431607e17777/
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/
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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