Many companies are striving to launch customer experience (CX) programs that will improve their growth, margin, and customer retention. In working with our clients, one of the challenges we see is a tendency to view CX as a tactical effort–something designed to seek out and resolve customer annoyances, particularly in customer service interactions. As a result, company’s CX focus can be narrowed to activities like enhancing customer care processes, front-line employee performance, customer care hiring, and call center training. While these are all good and necessary efforts, this sort of myopia misses the point of what CX really is and what it can do for your company.
https://which-50.com/leaderships-essential-role-in-customer-experience/
The increasing and widespread adoption of voice technology is already beginning to establish its place as a major factor in travel.
A truly intelligent voice technology platform would enable fluid, human-like conversations. Artificial intelligence (A.I.) technology would support complex exchanges, detect nuances in speech patterns and tone and remember details from earlier conversations.
https://www.phocuswire.com/Unique-voice-in-travel/
Over the years, the digital revolution has seen a rise in customers demanding a better experience from companies. The ease with which terrible experiences of customer service can be shared on the numerous social media platforms available today has forced many companies to treat their customers better. While advances in technology have helped manufacturers create better products, buyers also have higher expectations these days.
In fact, the phrase “the customer is king” has been used for a while now. But when it comes to manufacturing industries, what can they do to improve customer experience. Consider a few ways this can be done.
http://customerthink.com/how-manufacturing-companies-can-improve-customer-experience/
Mack Trucks recently extended its commitment to uptime by incorporating a new process that efficiently and effectively captures customer feedback regarding their service experience.
https://www.constructionequipmentguide.com/mack-trucks-improves-uptime-through-customer-experience-management-approach/39654/
There’s a power shift happening in the customer journey, wherein audiences rather than brands are in control. Brands are operating in an environment where trust in corporations, advertising, and political leaders is diminishing rapidly. This puts customers in the driver’s seat—giving them power over which brands sink or swim. Getting to the truth has never mattered more—and customer experiences may be the solution.
http://www.econtentmag.com/Articles/Column/Marketing-Master-Class/Compelling-Customer-Experiences-Build-Trust-And-Loyalty-123744.htm/
Customer feedback and a focus on winning repeat buyers are key ways to grow the size of a small business, according to entrepreneur Taryn Williams.
The award-winning founder of WINK Models and The Right Fit highlighted the importance of knowing your customers in order to boost sales in the new podcast series, Mentor Next Door, from Xero and News Corp Australia.
https://www.theaustralian.com.au/business/a-model-example-of-how-to-grow-a-business/news-story/85e59da7b6ca9af05abc810166a7644b/
Customer experience is a key driver of business success. From social media analytics to specialized software, there are hundreds of tools devoted to measuring it. But which of these tools are actually important to understanding customer experience? And how does customer experience ultimately affect your bottom line?
When it comes to understanding and improving customer experience, there are five things every business needs to know.
https://www.businessnewsdaily.com/10643-understand-customer-experience.html/
The travel, tourism, leisure, and hospitality (TTLH) industry has long been the poster child of great customer service (CS). But with its agile and strategic response to the disruption and innovation caused by digital transformation, it is also setting the benchmark for customer experience (CX) Explore how hospitality marketing has embraced the digital customer journey and what digital marketers committed to delivering the best CX - virtual or otherwise – across industries can learn from it.
https://www.martechadvisor.com/articles/customer-experience-2/5-cx-lessons-for-digital-marketers-from-the-ttlh-industry/
So it turns out that the voice of your customer is pretty darn important. Gartner found that 95 percent of companies regularly listen to their customer’s feedback, and yet rather worryingly, Gartner’s research also concluded that only 29 percent of firms with VOC programs in place incorporate VOC data into their decision-making processes, while nearly three-quarters of brands don’t consider their VOC programs to be very effective at driving actions. In other words, the benefits of VOC data collection are clear and well received — but brands are struggling to make their VOC programs impactful.
https://www.cmswire.com/customer-experience/the-step-by-step-guide-to-a-successful-voice-of-the-customer-program/
For the last few weeks, I’ve been sharing some memories from my past running a call center and some of the ways in which I have observed customer service has changed. The first installment touched on how customer service was considered a necessary evil of doing business in the past. Last week, I explored how measuring the performance of customer service has evolved. The theme throughout each of these was that if your customer service was still mired in some of these past practices and conceptions, you’re doing it wrong.
https://www.business2community.com/customer-experience/youre-wrong-new-customer-service-philosophies-02025456/
