Investing in the customer experience is proven time and again to be foundational to any business’ success. Yet how many businesses regularly ask its customers for feedback? Voice of Customer (VoC) programs refer to the processes that exist for listening to customer feedback. Amazingly, only 29% of businesses with VoC programs systematically incorporate customer insights into their decision-making processes.
https://www.localmeasure.com/post/action-voice-customer/
The notion of customer experience has always been hugely important, but it does feel that lately, its importance is bigger than ever. Perhaps it’s the changing customer expectations – expecting speedier deliveries, more personalized experiences, and so on. Or maybe it’s because of the biggest millennial brands – like Airbnb and Uber – that are all about ease, speed, and convenience. Whatever the cause/s may be, one thing is for sure: you need to constantly improve the customer experience in order to keep and stand out.
In this blog post, I’m going to share top tips and technologies that will help you improve the customer experience.
https://www.business2community.com/customer-experience/tips-and-technologies-that-will-help-improve-the-customer-experience-02107229/
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/
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/
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/
Dozens of books and articles have been written about the importance of listening to customers. Providing great customer experiences has become a top strategic priority for many companies, and listening to the “voice of the customer” is widely seen as an essential ingredient in the recipe for customer experience success.
Marketing often has the primary responsibility for gathering, analyzing, and developing actionable insights from customer inputs. So it’s important for marketers to understand that listening to customers in the right way is undeniably valuable, while listening in the wrong ways or for the wrong reasons is a bad idea.
Companies frequently seek customer input in order to design and develop products or services that will be attractive in a given market. However, many companies still struggle to launch new solutions that gain traction with potential buyers. Of course, a new product or service can fail because a company hasn’t listened enough to its customers. But failures also occur because companies listen to customers in the wrong ways.
In a common scenario, companies ask their customers what they want and encourage them to describe specific product or service features that would be desirable. The problem is, most customers aren’t well suited to perform this task.
http://customerthink.com/the-right-and-wrong-way-to-listen-to-customers/
When it comes to improving customer satisfaction, doing customer feedback correctly delivers arguably the single biggest return on investment. There are many other noble initiatives you can take to improve your customers’ experience, but without a good feedback program, they’re just icing on the cake.
How does feedback live up to this promise? Let’s have a look at all the benefits it unlocks:
https://www.surveway.com/the-9-game-changing-benefits-of-gathering-customer-feedback/
For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity. In this more restrictive environment, Gartner finds marketers are increasingly turning their focus to existing customers, with a spending ratio of 2-to-1 in favor of retention over acquisition. Because of those trends, chief marketing officers are keeping customer experience (CX) programs at the top of their priority lists and they are expecting such initiatives to deliver measurable returns.
https://www.cmswire.com/customer-experience/transforming-listening-into-action/
Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
https://www.nearshoreamericas.com/are-you-sure-your-customers-are-getting-an-omnichannel-experience/
Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.
Her observations are in accordance with the first half of this six-part series which also pointed out that MarCom-focus for customer-centric marketing is extremely short-sighted in what’s needed by your company. It short-changes marketing’s impact.
http://customerthink.com/marketings-role-in-employee-customer-experience-journeys/
