Netflix has long been known to use algorithms to predict what you may want to watch based on what you have viewed in the past. It now also customizes the artwork shown for each recommendation, based on the customer’s most-watched genres. Netflix is one of many companies focusing on personalization as potential profit. This personalization allows CIOs to directly engage with the customers they are trying to sell to; this direct interaction allows for new opportunities to innovate.
A simplistic approach is to directly engage customers in the innovation process in order to understand their demands and increase the likelihood of success. The more complex answer is to create a comprehensive approach, differentiate customers and limit direct engagement to ensure accuracy without becoming intrusive. This can be accomplished using personalization, crowdsourcing and listening to the voice of the customer.
http://www.cxotoday.com/story/engage-directly-with-customers-for-it-innovation/
In today's business climate, companies need to ensure an excellent customer experience across all their channels to remain competitive, but how is this possible in a digital-first world?
Getting the customer relationship right is vital for every business – but it has its challenges.
Increasingly, customers engage with brands across a number of channels while competition from all quarters – including new “digital disruptors”– means their loyalty can no longer be guaranteed.
https://www.telegraph.co.uk/business/intelligent-business/customer-experience-digital-age/
"Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that…
…mapping tools had to evolve because people failed to see the value in mapping with the then-current approaches; in addition, maps were not proving to be that catalyst for change that they are designed to be. In order to be that catalyst, maps have to be actionable. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? Data-driven decisions are all the rage, and rightly so.
What kind of data? There’s no shortage of data, right?! Obviously, the data needs to be related to the journey you’re mapping, but here are some examples of the types of data you can add to the map."
https://www.business2community.com/customer-experience/why-do-i-need-data-in-my-journey-maps-02145934/
Collecting and measuring team performance through KPIs is a great way to assess the effectiveness of sales processes. This is because KPIs are extremely informative when it comes to how well, or how poorly, sales teams are completing goals. It is important to select a few sales KPIs to focus on, as opposed to try to improve them all at once. Choose the ones that are more relevant to your company goals and measure them over time to get more visibility and control over your sales performance. Here is a list of 14 Sales KPIs that are commonly used by sales organizations:
https://www.business2community.com/brandviews/dealhub/which-sales-kpis-should-your-team-measure-02148257/
One of the most oft-asked questions that I encounter by early-stage startups is "Do I really need to spend time on marketing? Why not focus on just building the product and let it lead the path of marketing? And if I have to start, from where do I start?"
https://www.entrepreneur.com/article/324541/
Here at Mopinion, our employees are the backbone of our business. They make it possible for us to create and deliver innovative software that guarantees real value for our customers. That is why we’ve created the Employee in the Spotlight series. It is our way of giving our readers and customers a face to the people behind our brand. This month we’re going to learn more about a special member of our product & development team.
https://mopinion.com/employee-in-the-spotlight-dave-schrijvers/
Brands often talk about being customer-centric but in reality, most businesses are still not set up with customers at their core. Simply installing a chief customer officer and hoping the rest will fall into place will not cut it in 2019.
https://www.marketingweek.com/2018/12/12/marketing-trends-2019-customer-centric/
In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive.
For a B2B company, the ability to retain clients can be the difference between success and failure. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value.
https://www.iris.xyz/sell/client-experience/voc-program-vital-your-b2b-business/
SEO firm Conductor has introduced Actions, which is designed to democratize and disseminate search data to people throughout a marketing organization. Actions will send the data to Asana and, in Q1 2019, Jira and Trello.
Freeing search data from its silo. The idea is to give non-SEOs in the organization access to search data as a kind of proxy for the voice of the customer. Conductor believes that SEO issues affect many groups within an organization and wants to enable “search intelligence” to break out of its SEO silo.
https://searchengineland.com/conductor-actions-turns-search-seo-data-into-voice-of-the-customer-intelligence-309423/
Customer service agents have hundreds of conversations across channels every day, and all of the data from these interactions comes directly into the contact center. But, without being proactive about analyzing the information at their fingertips, businesses may be missing critical cross-channel insights. In fact, 44 percent of marketing and customer experience professionals say they offer four or more channels to communicate with their brand; however, 58 percent admit they think their customers only use two or three.
Customer expectations change constantly and without analyzing interaction data across all channels, companies might be wasting time and money. For businesses to stay on top of consumer preferences, they must go beyond capturing voice-of-the-customer insights and examine that information to make decisions that drive positive change.
https://martechseries.com/mts-insights/guest-authors/in-the-era-of-the-digital-customer-journey-consistency-is-key/
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