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/
Over the last few years the financial services sector has made significant improvements in the decisions it makes that affect customers. The major fines that resulted in big newspaper headlines a decade ago have dwindled, but at the same time customers still lack trust. A YouGov poll last year found that more than half of British consumers (55%) don’t think banks are working in their customers’ best interests. Given that it has never been so easy to switch a bank account or change insurance companies this has long-term negative consequences for financial institutions.
http://www.bobsguide.com/guide/news/2018/Mar/16/why-understanding-the-voice-of-the-customer-reaps-long-term-dividends/
The travel industry, one of the world’s largest industries, has changed drastically over the last few years as a result of digitisation. Digitally confident customers now seek more control of the booking process, making the demands for good (online) service even higher than before. So what does this mean for travel marketers? You guessed it, the Voice of the Customer must become a top priority.
https://mopinion.com/travel-companies-voice-of-the-customer/
October was National Cyber Security Awareness Month (NCSAM) and the epic Equifax breach serves as just one reminder of the frequent and rising cyber risks and hacking incidents. For customer service organizations, managing the exponential growth of customer data across multiple customer communication channels and platforms is not easy.
http://customerthink.com/why-the-highest-compliance-should-be-your-baseline-for-customer-service-messaging/
According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82 per cent of B2B CMOs expect to mostly or completely compete on the basis of CX, compared with 76 per cent for B2C marketers.
Meaning that competing on price and product or a combination of both is becoming much less important. This is big, really big, because creating great customer experiences will require tenacity, dedication, long term thinking, integration of data, collaboration and a cross company approach where everyone is involved. No. Mean. Feat.
https://which-50.com/why-the-customer-experience-matters/
Undeniably, exceptional customer experience correlates with growth. The previous statement is very important for start-ups because it allows for customer-driven scalability. Most start-ups, however, neglect the customer experience and only focus on the product.
Your overall success depends on your ability to bring in new customers while keeping already existing customers satisfied. This is why as a start-up you need to shift your attention on customer experience. Customers don’t really care about the product. They care about the value they get out of using your product.
Here is what you need to do as a start-up, for customer experience to deliver on the results it promises
https://www.surveypal.com/blog/why-start-ups-need-to-focus-on-the-customer-exprerience/
There's a great deal of talk about what retail consumers want and expect and how those expectations are growing every day. Research from Elastic Path reveals that meeting those demands, and delivering a rewarding customer experience, requires flexible e-commerce.
It's a critical strategy, according to the research, for all brands that want to meet ballooning consumer demands during the holiday season and other busy sales seasons such as back-to-school.
http://retailcustomerexperience.com/articles/why-retailers-need-to-adopt-a-flexible-e-commerce-strategy/
Only 15% of voice of customer (VoC) programs are considered “very successful” by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?
http://customerthink.com/why-only-15-of-voice-of-customer-programs-are-very-successful/
The eCommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018.
This growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative eCommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same eCommerce companies (and therefore, eCommerce managers) are going to have to put their best foot forward....
https://www.digitaldoughnut.com/articles/2018/june/why-online-feedback-is-vital-for-ecommerce-manager/
Having an online customer feedback tool in place is one thing. But putting it to good use and actually listening to your customers? That’s another. Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive way. And what’s interesting is almost 83% of consumers say they would be more loyal to a brand if they knew that brand would act on their feedback and make improvements.
https://mopinion.com/listening-to-the-voice-of-the-customer/
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