Most companies have recognized the value of investing in knowledge management (or KM), especially as part of their customer service strategy. It provides an always-available and ever-expanding repository of solutions accessible to customers and agents alike. It also reduces the impact of “information loss” for companies because, though staffing may change and skilled agents move on, solutions are preserved.
There is no argument that KM offers many benefits, but it’s by no means a silver bullet. Too often, companies make these mistakes:
https://www.business2community.com/customer-experience/reorient-knowledge-to-drive-greater-customer-satisfaction-02104742/
In this highly competitive environment, how can you optimize your people-based marketing? People-based marketing is only as powerful as the data you feed into it. By fleshing out your consumer profiles with a wealth of first-, second-, and third-party data, you can ensure more accurate targeting and personalization. Marketers often leverage their CRM or loyalty database to build people-based marketing profiles, however many have now also begun to tap into one of the richest sources of first-party data — the voice of the customer captured through their phone calls to businesses. Below we’ll discuss how using voice analytics from your inbound calls can enhance your people-based marketing.
https://www.business2community.com/marketing/how-brands-and-agencies-can-use-the-voice-of-the-customer-to-improve-people-based-marketing-02104904/
Every startup brings with it a set of challenges. If not taken care of, these challenges could have serious repercussions. In this post, we will be discussing the common challenges faced by startups and tools that could become their saviour. Do you know that 50 million new startups are being launched every year? Out of those 50 million startups, 90 percent of startups fail. The numbers are large by any standard. The world of startups is violent and at times unpredictable. That’s why startups struggle for multiple reasons.
Some die as quickly as they were launched while some make a fortune. The ones that get successful anticipate challenges in advance and successfully stand the test of time. In this particular post, I am going to discuss the common challenges that startups face and how they can use various tools to overcome them. Let’s take a look at them one by one:
https://yourstory.com/2018/08/startups-common-challenges-tools-solutions/
It’s an indisputable fact that monitoring vital signs is important to your health. But it’s also important to the health of your business…and in both cases they should be tracked and checked on a regular basis. They can give clues to major issues you might not even be aware of.
https://bizrateinsights.com/resources/taking-your-websites-vital-signs-using-customer-feedback-to-create-healthy-website-usability/
Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed.
https://www.providesupport.com/blog/3-ways-to-collect-a-more-genuine-customer-feedback/
Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications…you have NO idea what customers think about your business and your marketing tactics.
We just completed VoC research for a major up and coming brand. A key competitive differentiator cited by customers was that the company provides ongoing opportunities for feedback in all communications and sends friendly, engaging surveys and then acts on the suggestions from customers! That makes customers feel included and valued.
Additional findings from our 16,000 plus hours of VoC interviews indicate that there is a dangerous chasm between the CX fantasies of brands versus the disappointing CX realities of most consumers.
Here are 3 Tips to help you get it right.
http://customerthink.com/are-you-really-engaging-customers-3-tips-to-get-it-right/
Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact.
http://customerthink.com/customer-journey-insights-increase-marketing-impact/
Facing the highest competitiveness and being under the constant risk of losing clients and money, businesses are strongly focusing on the creation of a client-centric strategy. If earlier it was enough to offer some kinds of goods at a lower price, now getting success is much more difficult.
To stay competitive and boost sales, companies have to add value to customers, provide them with the personalized experience, and solve their challenges. Customer data is taking the center stage: when understanding the audience needs, a company can deliver the best service possible and thus receive loyal customers and increase income.
http://customerthink.com/how-to-improve-customer-experience-boost-sales-with-big-data-solutions/
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity.
The key to scalably accelerating profitable growth is by creating truly loyal customers. And the shortest path to true loyalty is by demonstrating that the people within your company are listening. Here’s why that’s true and how to make this critical, emotional connection with your key customer contacts to strengthen relationships and drive true loyalty.
https://www.business2community.com/customer-experience/are-you-making-this-critical-connection-with-your-customers-to-strengthen-relationships-and-drive-loyalty-02103339/
In the current competitive auto market, having an online presence is a must. Before they even set foot in your door, chances are the majority of your customers will have checked you out online. Websites and social media function as extensions of your dealerships. They are virtual showrooms where customers can view your newest models, meet your team and get to know your dealership’s culture.
However, not all online presences are created equal. Though almost anyone today can create a site or put up a dealership Facebook page, if not executed properly, these online tools can cost you customers. It’s vital, therefore, to be able to evaluate your online customer experience so you can ensure their digital interactions are ones that motivate them to take the next step: coming over for an in-person transaction.
This is where mapping comes in. Mapping is a process that allows you to gauge which aspects of your online strategy are working and which need to be done away with pronto! It does this by using customer feedback to create a visual representation of what your clients experience when interacting with your online platforms.
https://www.cbtnews.com/mapping-your-online-customer-experience/
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