As marketers chase efficiencies through programmatic media and marketing automation, how far does the industry need to go to reverse the nosedive in attention being paid to marketing messages...
http://www.campaignasia.com/article/are-we-representing-the-voice-of-the-customer-or-just-stalking-them/442027/
The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe.
A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
https://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
Being a CMO used to be straightforward, with a laser focus on branding, advertising and lead generation. Enterprise functions outside of marketing "ownership" were not a problem, as the CMO didn't report the financials, wasn't responsible for deploying technology, didn't have to approve all hires and really didn't "own" the sale in many cases.
https://www.marketingdive.com/news/why-cross-collaboration-is-critical-to-the-modern-cmos-success/513762/
A great customer experience is important in all industries, but in a world of ever-growing consumer expectations, it's critical for retailers. In fact, according to Forrester, "the key to successful retailing in 2018 is obsessing about customer experience." Many retailers are already "obsessed" with the customer experience, but the question is: are they acting upon this obsession?
https://www.retailcustomerexperience.com/blogs/whats-in-store-for-cx-integrating-insight-for-a-360-degree-view-of-the-customer/
To remain competitive within the contact centre industry, companies need to do more to ensure better-than-exceptional customer engagements, and the best way to measure and quantify these is to deploy customer experience analytics solutions.
https://www.itweb.co.za/content/lLn147m5DAE7J6Aa/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!..
https://www.business2community.com/customer-experience/are-you-there-company-its-me-your-customer-01970530/
Designing a VoC program can be daunting. Where do you begin?
If you're new to designing and implementing a VoC program, you're probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more
http://www.cx-journey.com/2014/10/listen-to-learn-listen-to-earn.html/
Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition. The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today.
https://www.business2community.com/customer-experience/optimizing-call-center-customer-support-increased-revenue-01984268/
Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights… all of the above is required to create an immersive and seamless experience for your customers.
That being said, the metric back bone of most CX programs rests in the Voice of the Customer (VOC) program. That is, those activities focused on getting customer and prospect feedback, getting it to the right people, and then doing something about it. If you are striking out for the first time to develop a VOC program or looking to upgrade your existing program here are some tips to consider.
http://customerthink.com/10-ways-to-reboot-your-voice-of-the-customer-voc-program/
In the rush to offer “digital-first” technologies for customer interactions, many companies are falling short. One extreme example comes to mind: A company was experiencing a significant rate of abandonment for the mobile surveys opened by its customers. It turned out the first screen had three paragraphs of legal disclaimers that customers had to click through to get to the survey. Most of them just gave up.
https://www.cmswire.com/customer-experience/make-the-most-of-digital-first-strategies-by-blending-the-old-and-new/
