Saying that the customer is key to omnichannel is nothing new.
It’s a given when we see such stats as 75% of consumers expect a consistent experience wherever they engage be it web, social media web or in person.
Let’s be frank. Omnichannel has had bruises...
http://customerthink.com/social-customer-service-the-savior-to-a-successful-omni-channel-strategy/
Designing a VoC program can be daunting. Where do you begin?
If you're new to designing and implementing a VoC program, you're probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more
http://www.cx-journey.com/2014/10/listen-to-learn-listen-to-earn.html/
Dietz & Seidel recently published their 'CMOs at the Wheel e-book based on interviews from their 'Driving the Modern Marketing Organization' column.
Nadine Dietz and Erica Seidel not only have their fingers on the pulse of the modern marketing organization, they have an in-depth understanding of how CMOs are inspiring company cultures across the board.
https://martechtoday.com/cmos-wheel-authors-nadine-dietz-erican-seidel-modern-marketing-organization-208681/
Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition. The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today.
https://www.business2community.com/customer-experience/optimizing-call-center-customer-support-increased-revenue-01984268/
Over the next year, we’re going to see the market and GRC programmes continue to evolve in a number of ways.
This year, organisations have weathered the regulatory uncertainties following the Brexit vote. In order to maintain business productivity and security during such times, enterprises – while waiting for clarification on which of the EU laws alongside GDPR will continue to be enforced once Brexit takes place – are increasingly turning to integrated governance, risk and compliance (GRC) programmes.
https://www.itproportal.com/features/governance-risk-and-compliance-2018-trends-and-predictions/
Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights… all of the above is required to create an immersive and seamless experience for your customers.
That being said, the metric back bone of most CX programs rests in the Voice of the Customer (VOC) program. That is, those activities focused on getting customer and prospect feedback, getting it to the right people, and then doing something about it. If you are striking out for the first time to develop a VOC program or looking to upgrade your existing program here are some tips to consider.
http://customerthink.com/10-ways-to-reboot-your-voice-of-the-customer-voc-program/
In the rush to offer “digital-first” technologies for customer interactions, many companies are falling short. One extreme example comes to mind: A company was experiencing a significant rate of abandonment for the mobile surveys opened by its customers. It turned out the first screen had three paragraphs of legal disclaimers that customers had to click through to get to the survey. Most of them just gave up.
https://www.cmswire.com/customer-experience/make-the-most-of-digital-first-strategies-by-blending-the-old-and-new/
Customers want businesses to hear them, understand them and appreciate them, according to the Deloitte annual Global Contact Center Survey for 2017, says Ebrahim Dinat, COO at Ocular Technologies.
https://www.itweb.co.za/content/kxA9POvNNZlvo4J8/
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/
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/
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