A Hot and Cold Customer Experience.
On the way to a concert Sunday evening, my wife and I stopped to grab a quick meal at one of our regular tex-mex fast food restaurants. After patiently waiting in line, we got to the front and the server asked, “Can you wait a few minutes while I fill these on-line orders?”
I was not impressed with them giving priority to online customers over those who took the time and effort to be in the store, so I tweeted my displeasure. By the time we were sitting in our seats at the concert an hour later I had received an apologetic response from the company’s social media team and a promise to follow up.
https://www.cmswire.com/customer-experience/is-your-voice-of-the-customer-program-all-talk-and-no-action/
This week, I read an online comment that Customer Experience is a part of Customer Success.
Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience.
Each discipline has its own idea.
The Customer Experience vs. Customer Success debate has been an interesting one.
So, let’s back up a bit to dive into history and where we are.
https://www.m4comm.com/customer-experience-and-customer-success-converge/
As the year draws to a close, Return asks its senior team to reflect on 2017 and offer predictions for 2018. Topics raised include programmatic and shoppable video, voice search, and shifts in online search and targeting...
http://www.thedrum.com/opinion/2017/12/20/the-future-digital-marketing-predictions-2018/
Instant gratification is here to stay—at least in the customer experience world. Thanks to technological advances, most consumers now expect brands to be available at a moment’s notice. Smartphones, social media, mobile apps, and more have helped create a culture of hyper-connectivity and immediacy, making it critical for companies to provide fast and seamless customer experiences.
http://www.1to1media.com/customer-engagement/redefining-real-time-customer-experience/
It all started with a new Christmas decoration my wife had set her heart on. She’d been back and forth wondering if she should buy it. Last weekend, we found ourselves back in the store, where she eventually decided it would be ideal for a space on the hallway table.
https://www.cmswire.com/customer-experience/let-the-customer-experience-drive-your-technology-design/
Voice of the Customer (VoC) is much more than an actual voice. It is a combination of voices captured at various customer touch points. It is an intricate process used to capture both quantitative and qualitative information from customers. Information such as their requirements, preferences and feedback; in other words, a gold mine of data! This information is what you’re supposed to be using to chisel away what the customer don’t want and deliver the best quality product or service. What you may think is an excellent addition to your product or service may be an annoyance to the customer, and the VoC helps you identify that – forcing you to look at things from the customers’ perspective.
http://www.customerguru.in/4-simple-steps-to-make-the-most-of-the-voice-of-the-customer-voc/
“Voice of the Customer (VoC) programs have become a strategic asset for most forward-thinking and customer-centric CEOs, CMOs and customer experience leaders,” says Chuck Schaeffer, Go to Market Leader at IBM. “VoC benefits include faster customer resolutions (with fewer hops and escalations) and improvements in customer experience (CX) as evidenced with such metrics as Net Promoter Score (NPS) and customer loyalty. Financial benefits include increases in customer spend, customer share and customer retention.”
https://www.surveygizmo.com/survey-blog/top-5-benefits-of-a-voice-of-the-customer-program/
Leading brands know that running a successful business is more than selling and making a profit; long-term success is defined by a brand’s ability to form a lasting connection with its customers. In addition, customers are increasingly looking to humanize the brands they do business with.
While blogs, newsletters, and traditional social media have been reliable tools for connecting with customers in the past, the prevalence and popularity of these tactics mean that brand leaders need to think one step ahead if they want to continue creating unique and personal customer experiences.
http://customerthink.com/5-innovative-ways-to-connect-with-customers-digitally/
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?
Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.
So why is it that two-thirds of VoC programs aren’t making a difference? This articles outlines four root causes.
http://customerthink.com/why-only-15-of-voice-of-customer-programs-are-very-successful/
For retailers looking to scale up from a regional loyalty program to an international one, the process isn’t as simple as translating existing offerings market by market. To be successful, you need to create an expansion plan rooted in a deep understanding of both global audience preferences and keen awareness of region-specific data and privacy concerns.
https://www.colloquy.com/latest-news/avoid-a-copy-paste-mentality-when-taking-your-loyalty-program-global/
