Within convenience and fuel retail, ensuring customers are catered to is crucial for survival. But how can a convenience or fuel retailer implement a successful customer-first digital commerce strategy? Learning more about the current landscape can help operators get a better perspective on how to overcome challenges related to customer loyalty.
http://www.cspdailynews.com/industry-news-analysis/technology/articles/adopting-customer-first-digital-strategy/
The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe.
A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
http://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
If you got wedged under a rock in 2017, it may be both a blessing and a curse that you missed the CRM AI media frenzy. AI showed up everywhere, rivaling electricity’s systemic emergence a century ago, allegedly injecting sage-like wisdom into everything from sales forecasting tools to email subject lines generators.
https://customerthink.com/the-8-hottest-crm-ai-trends-to-put-eyes-on-in-2018/
The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe.
A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
https://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
Today, marketing success is developing winning customer-centric experiences. That’s why Voice of the Customer (VoC) data has grown from a nice to have to the backbone of measuring and managing the customer experience.
However, VoC data is always leveraged to analyze the experience after the experience has occurred. Also it is a dataset that is a small sample of the total population of visitors that visit your site. Therefore, the effectiveness of this rich, customer-centric dataset would be most valuable if leveraged to create individual experiences in real-time. Marketing is fuelled by data, but VoC data is oddly absent from the marketing technology ecosystem.
http://customerthink.com/why-voice-of-the-customer-data-is-your-most-important-marketing-asset/
Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well.
http://customerthink.com/the_art_of_listening_a_key_to_customer_centricity/
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/
According to Kantar TNS’s latest Connected Life research, brands still have work to do to build trust in digital channels.
The report reveals that acceptance of chatbots, which are increasingly used in customer service functions, is generally low in Europe: just 28% of British consumers are willing to interact with them online. However, consumers in other markets are even less open to them: less than a quarter (22%) of Australian consumers said they were happy to interact with AI.
https://uk.kantar.com/tech/digital/2017/british-consumers-not-ready-to-embrace-online-customer-service/
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/
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