The Retail Employees Superannuation Trust’s recent shift to a new platform is proving significant returns on customer insights and engagement
https://www.cmo.com.au/article/628131/how-rest-revitalised-its-voice-customer-program/
When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Have there been personnel changes on your team? Have you acquired other companies? Are the people who originally designed the surveys still with the company? If they aren't, is there anyone else who recalls the original objectives? If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.?
http://www.customerexperienceupdate.com/voice-of-customer/?open-article-id=6590087&article-title=how-do-you-know-when-it-s-time-to-redesign-your-voc-program-&blog-domain=cx-journey.com&blog-title=cx-journey/
Instead of having to blast your content on metaphorical loudspeakers, the consumers of today see themselves as their own personal brand. They want to invite you into their inner circles – on one condition: they want a company that they can identify with, that is aligned to their vision of themselves.
The rise of the internet has also led to the rise of accessible information. Almost everything is just a click away, and this has changed the game of marketing immensely. Consumers are now more aware of what’s out there, and feel even more inundated by it.
https://www.mumbrella.asia/2017/12/damien-bray-woo-your-customer-like-a-lover-not-a-one-night-stand/
To truly understand CX needs and eliminate the guesswork of positive disruption, brands must talk to their employees.
Employee engagement may be a less expected feedback source, but it’s central to any modern CX strategy. Rather than treating vocal employees like squeaky wheels, businesses should focus on empowering employee voices and the data-driven insights they offer.
https://www.cmswire.com/customer-experience/want-to-hear-the-voice-of-customers-listen-to-your-employees/
Leading brands know that running a successful business is more than selling and making a profit; long-term success is defined by a brand’s ability to form a lasting connection with its customers. In addition, customers are increasingly looking to humanize the brands they do business with.
While blogs, newsletters, and traditional social media have been reliable tools for connecting with customers in the past, the prevalence and popularity of these tactics mean that brand leaders need to think one step ahead if they want to continue creating unique and personal customer experiences.
http://customerthink.com/5-innovative-ways-to-connect-with-customers-digitally/
There was a time where a customer had to go into a store to complain. This then evolved into phoning customer services to resolve a query; then came the age of email – the only medium where, in most instances, the query is not time sensitive.
The explosion of social media has opened communication channels and customers expect the fastest response when contacting a brand on Facebook and Twitter.
On the whole, brands have accepted that once they open social channels it is imperative that they continue to monitor and engage with customers. Brands simply can’t afford to have hundreds of thousands of people viewing any negative review left by an unhappy customer.
http://www.thedrum.com/opinion/2017/11/20/are-brands-listening-customer-reviews/
Our members tell us what we are good at and where we need to get better. We use feedback from customer satisfaction surveys and industry measurements such as J.D. Power. This information is pure gold because you can dissect it to discover where you need to improve, says David Bano, chief claims officer at Nationwide. It’s like a math equation where you remove pieces to make customer interactions quicker and more convenient.
It’s important to listen to positive and negative feedback equally.
http://www.sbnonline.com/article/capture-customer-voice-generate-new-services/
For retailers looking to scale up from a regional loyalty program to an international one, the process isn’t as simple as translating existing offerings market by market. To be successful, you need to create an expansion plan rooted in a deep understanding of both global audience preferences and keen awareness of region-specific data and privacy concerns.
https://www.colloquy.com/latest-news/avoid-a-copy-paste-mentality-when-taking-your-loyalty-program-global/
It's not about how long you’ve been in business; it’s about how you conduct business. Some of the best-known brands have fallen by the wayside because they’ve not kept pace with modern customer needs - they don’t understand the traits and characteristics that define what customers now want.
We’ve seen a real change in customer expectation. In almost every industry, new brands have emerged as challengers purely on the strength of successful VoC programmes. Their approach has resonated with an audience of customers who are fed up with how they are treated and expect an exceptional experience, we know that the successful companies of today have earned their position because of the quality and consistency of their VoC programmes.
http://ravingcontent.rantandrave.com/key-traits-of-successful-voice-of-the-customer-programmes/
To improve customer satisfaction, a new report recommends companies prioritize people – particularly those on the front line.
Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement. According to new research from the CFI Group, the 2017 Contact Center Satisfaction Index, consumer satisfaction with call center interactions scored an overall 68 out of 100, the same as last year. Property and casualty insurance contact centers beat the average with a score of 75, five points higher than last year. CFI credits this to more effective and empowered associates, two leading factors the group believes contribute to increased satisfaction. Telecom service centers also increased from 63 to 65.
http://www.1to1media.com/voice-customer/contact-centers-are-still-popular-satisfaction-remains-mediocre/
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