We all want to design products, services, and experiences that are relatively simple and intuitive to use. That makes sense: an easier-to-use and onboard product, services is going to have a much stronger user base. A stronger user base translates to revenue. Some have even said the “race for simplicity” in experience design is valued at $86B. You want a piece of that pie. This itself is a complex subject and we discussed it in detail also in this original article here.
But how do you know if your product-services and Customer Experience are too complex?
A few things to consider:
http://customerthink.com/how-do-you-know-if-your-customer-experience-technology-product-or-service-is-too-complex/
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them.
Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.
https://beyondphilosophy.com/best-companies-doesnt/
Undeniably, exceptional customer experience correlates with growth. The previous statement is very important for start-ups because it allows for customer-driven scalability. Most start-ups, however, neglect the customer experience and only focus on the product.
Your overall success depends on your ability to bring in new customers while keeping already existing customers satisfied. This is why as a start-up you need to shift your attention on customer experience. Customers don’t really care about the product. They care about the value they get out of using your product.
Here is what you need to do as a start-up, for customer experience to deliver on the results it promises
https://www.surveypal.com/blog/why-start-ups-need-to-focus-on-the-customer-exprerience/
Hermes is a leading parcel courier in the United Kingdom and is committed to always being the first choice among U.K. consumers. Doing so requires a deep focus on improving the customer experience (CX) in which Hermes extensively measures the entire journey of both its customers and each parcel to ensure its providing a highly satisfactory experience that translates to business success. We sat down with Lee Houghton, head of Customer Experience and Development at Hermes, to learn more about the company’s approach to CX.
https://www.foresee.com/blog/voc-leaders-hermes/
Shopping cart abandonment is an occurrence that plagues many retailers and webshops all over the world on a daily basis. By definition, shopping cart abandonment is when a potential customer starts the checkout process for an order online but drops off before completing the purchase. You will probably all agree with me when I say that the thought of the customer getting all the way to the shopping cart only to leave empty-handed is a very troublesome one, which is why it’s important to take action and stop it. While there are many customer experience (CX) solutions that can help avoid this problem, such as user feedback, ad retargeting and email recovery campaigns, there is another area that deserves some attention as well: user experience (UX).
https://mopinion.com/5-user-experience-ux-strategies-to-reduce-shopping-cart-abandonment/
Customer Experience monitoring is nothing new, but the ways and depth by which we can scrutinise it are evolving faster than ever before. A few years ago the focus was on the digital revolution in customer service and finding the best ways of providing online services (often replacing traditional human-to-human based interactions). Now though, customers expect online services as a key channel, so the digital marketer’s role has become even more vital.
https://mopinion.com/keeping-up-with-the-rapidly-changing-digital-landscape/
Adoreboard, a leading Emotion AI software solution, has been named for using, "common sense reasoning with affective computing," for Customer Experience improvements, according to the October 2017 Forrester report, The Future of CX Measurement .
Adoreboard is cited in a section of the report entitled, "Upgrade to Analytics That Drive Action". Adoreboard's Emotion AI solution, Emotics, produces what is known as Decision Ready Insights, enabling executives to use Artificial Intelligence to make CX-impacting decisions in a more informed and responsive way.
http://www.prnewswire.co.uk/news-releases/adoreboads-emotion-ai-the-future-of-cx-measurement-660430943.html/
Travelzoo, a global publisher of exclusive offers and experiences for members, won the 'Best Use of Voice of the Customer' award at the 2017 Engage Awards, which celebrate inspirational customer and employee engagement excellence. The award was received at a glittering ceremony in London, following the sixth Customer Engagement Summit, Europe's highly regarded customer and employee engagement conference, held on 13th November and attended by more than 1,000 professionals.
http://markets.businessinsider.com/news/stocks/Travelzoo-Wins-2017-Engage-Award-in-the-UK-1001554044/
Collecting and analysing feedback is one thing, but bringing it to a profitable conclusion by taking action is what makes the whole feedback process worthwhile. We refer to this last step as ‘closing the feedback loop’. This is a key concept in managing the online customer experience, which is why it’s important that this step is not overlooked. It’s also imperative that this step is carried out as efficiently and effectively as possible. To do this, close collaboration is often required. The question is, what does this collaboration look like?
https://blog.azendoo.com/the-power-of-collaboration-in-closing-the-feedback-loop/
VP of artificial intelligence powered insights hub and social analytics company Crimson Hexagon reveals what brands should consider to better leverage the power of social
The pressure is on organisations to engage and understand customers better using social media channels. But are Aussie companies doing enough to tap this powerful data set?
https://www.cmo.com.au/article/630356/5-ways-get-more-from-your-social-analytics/
