If we look back through history, many of the greatest technological innovations have necessitated change – especially among businesses. Take the internet, for example. The World Wide Web went live a little over twenty-five years ago and took the business world by storm. Andy Grove, the chairman of Intel even said, ‘In five years time, all companies will be Internet companies, or they won’t be companies at all’.
https://mopinion.com/top-11-best-mobile-in-app-feedback-tools-an-overview/
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/
The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs. Instead, if we examine these 6 key statements and re-shape processes, energies, and investments behind their definitions, we will see significant opportunities to increase customer experience.
https://customerthink.com/6-key-statements-to-propel-your-customer-experience-program/
In 2012 then-FBI director Robert Mueller predicted there would only be two types of companies in the future – "those that have been hacked and those that will be".
In 95 days Australian companies will face the reality of Mr Mueller's warning when the true scale of cyber breaches will be made public under the federal government's Notifiable Data Breaches Act.
Mandatory reporting of data breaches in Australia could mean a hit to the share price of any listed company – just ask Yahoo, Target, Home Depot and Chipotle in the US.
http://www.afr.com/business/media-and-marketing/advertising/data-breaches-the-looming-drain-on-brand-trust-20171117-gznk09/
The number one objective enterprises give for embarking on a digital transformation is to improve customer experiences with new engagement models, according to IDC’s 2017 global study.
This response will come as no surprise to CMOs. Marketing has been blazing this trail for more than a decade. And in most companies, the marketing leader has the best resume for leadership in this pivotal area. Yet in another IDC study, we found fewer than 10 per cent of US companies with CX initiatives believe those are primarily a marketing effort. Why?
https://www.cmo.com.au/blog/transformation-strategies/2017/11/15/how-to-become-the-customer-experience-custodian/
The mindsets of chief marketing officers have evolved from a product-centric mindset to a more customer-centric one, as it is no longer just about developing eye-catching campaigns. They also serve as both the representative of the brand and the voice of the customer.
http://www.thedrum.com/news/2017/11/20/sap-cmo-alicia-tillman-marketers-evolving-role-brand-safety-and-implementing/
Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. If your answer is “kinda”, then you’ll be leaving money on the table. Customers are the source of paychecks, budgets and dividends. Being in-sync with the hand that feeds you is common sense that may not be common practice.
https://www.business2community.com/customer-experience/customer-experience-vision-silos-dictate-value-01949179#MdyDWik1FBKw0rQv.97/
In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it remains.
CX is a hot topic in business today, which is evident not just from the many articles and blog posts you see but because 61 per cent of marketing leaders now report their companies have a CXO (Chief Experience Officer) or an equivalent role (although most do not report into the CMO).
https://which-50.com/companies-still-misunderstand-customer-experience-really/
Customer reviews are a huge factor in B2C buying. But can B2B peer reviews reach the same level of relevance? TrustRadius says yes – here’s how they’re doing it.
https://diginomica.com/2017/11/10/trustradius-on-how-to-make-peer-reviews-matter-for-b2b-buyers/
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