Tags: customer-experience*

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  1. Looking to overhaul your customer experience strategy? Artificial Intelligence offers tremendous potential to manage customer interactions and significantly improve customer engagement. Let’s find out how!

    Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions.

    Artificial Intelligence (AI) is one such field that finds its applications in diverse industries. It has matured to use big data, machine learning algorithms, and can be unleashed to drive enhanced customer experiences.
    https://www.martechadvisor.com/articles/customer-experience-2/5-ways-ai-can-revolutionize-customer-experience/
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  2. A relentless focus on the customer is not just an important strategy, it is mission-critical for companies to survive in today's retail climate. When it comes to delivering the best customer experience, it is what is on the inside that counts: the retailer's people and its company culture. So, how is a customer-centric company culture built? Experts agree that a customer-driven culture results organically when employees individually and collectively prioritize customer needs above all else. Ultimately, being customer-centric requires a work environment where employees fully embrace the core values of empathy and servant leadership.

    Recently, McKinsey & Co. studied the relationship between customer centricity and revenue growth. They concluded customer impact — the empathy to recognize and act upon the needs of customers — led all leadership competencies. Not only that, but the degree of customer impact also correlated with respondent company revenue growth. While the customer may not always be right, they are certainly always valued in high performing organizations.
    https://www.retailcustomerexperience.com/blogs/how-to-deliver-a-customer-experience-that-is-second-to-none/
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  3. Jonathan Wax, VP EMEA at Nexidia, looks at how data analytics can help organisations deliver the personalised experiences that customers demand.

    For some time now, one of the biggest challenges facing contact centres has been how to ensure personalised interactions with customers. Customers want to feel the service they receive is tailored to their preferences and customised to meet their unique needs.

    This expectation of a personalised experience is not something that can be underestimated either. According to Deloitte, one in four consumers are willing to pay more to receive a personalised product or service.
    https://www.information-age.com/personalised-experiences-customers-demand-123480562/
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  4. My concept of creating a convenient experience is an end-to-end experience, including every point of interaction with any aspect of the company—interactions with employees, product, website, packaging… everything. How easy are you to do business with? What extra effort do you put your customers through? What friction can you eliminate?

    Answering these questions will help you create a better customer experience. Looking for ways to improve the experience, save your customers time, and be more convenient is part of what will make your customers want to come back. Getting feedback to validate your decisions is crucial. Using survey tools like NPS (Net Promoter Score), CSAT (Customer Satisfaction), etc. you get results that will help you determine the overall customer’s feeling about their experience. You can get ask questions that will give you specific feedback about various part of the journey.
    https://www.forbes.com/sites/shephyken/2019/03/10/the-other-e-in-customer-experience-customer-effort/
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  5. Is your business listening to the Voice of the Customer (VoC)? If not, you might want to start now – as it is becoming a top priority among most online businesses. This rise in popularity is owed to the fact that Voice of the Customer programs (and therefore Voice of the Customer tools) have recently become a critical element in customer experience initiatives.
    https://mopinion.com/28-voice-of-the-customer-voc-tools-an-overview-comparison/
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  6. As Brits reach for their smartphones to ‘go shopping’, retailers need to be thinking mobile-first to provide those perfect customer experiences.

    The state of the high street and retail spend in general is changing, but one particularly significant figure is that nearly half of online orders (48%) were made via mobile last Christmas – that’s up from 29% in 2017, according to Salesforce research.

    Consumer behaviour has shifted and this is an indication of the importance of mobile in the wider context of the customer journey.
    https://www.retail-week.com/retail-voice/how-mobile-can-turn-loyal-customers-into-brand-advocates/7031195.article?authent=1/
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  7. While it may just sound like a tech buzzword, digital transformation is so much more than that. The digital transformation is a complex and sometimes even daunting process that impacts multiple aspects of your business – all with the goal of creating efficient digital operations. And this process involves not only meeting the demands of changing technology, but also working in a way that adapts to these changes. Is your organisation struggling to keep up? Then keep reading…
    https://mopinion.com/10-must-read-guides-to-digital-transformation/
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  8. Alpharooms is one of the UK’s leading websites for discount hotels and flights, offering deals to over 220,000 properties around the world. Online travel bookings has largely become a commoditised marketplace that relies heavily on paid acquisition. Therefore price becomes a major factor in winning business – but in a market this big, no one can win on price all the time. Consequently, businesses need to generate value outside price and deliver a superior customer experience if they want to win market share.
    https://mopinion.com/alpharooms-selects-mopinion-to-help-aid-in-customer-experience-initiatives/
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  9. With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
    https://mopinion.com/top-20-customer-journey-mapping-tools-an-overview/
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  10. In a recent market analysis from UBS, retail was ranked among the top industries predicted to be most impacted by artificial intelligence (AI) in the years to come. In fact, analysts have estimated that global retailer spending on AI will reach $7.3 billion per year by 2022, up from just $2 billion in 2019.

    When it comes to where this money will be spent in the coming years, the majority of it is expected to be used to better the customer experience (CX), including everything from personalization to customer service. It’s an essential area to invest in given one in three (30 percent) consumers would post a negative review online or to social media if they received poor customer support, proving the need for enhanced CX to maintain customer loyalty, and even gain new shoppers. Brands are still just beginning to untangle the many advantages of using AI in retail, so let’s explore how AI can transform the customer experience.
    https://www.mytotalretail.com/article/how-ai-can-transform-the-retail-customer-experience/
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