There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages.
With the amplitude of information and options at their fingertips, customers now hold most of the power. This is why the Customer Experience (CX) has become a top attribute on which brands compete, and the need to conduct a Voice of the Customer (VoC) program has never been greater.
https://www.iperceptions.com/blog/full-service-voice-of-the-customer-program/
Want to take a look behind the curtain of leading feedback analytics software Mopinion? We recently sat down with Mopinion co-Founders and feedback experts, Udesh Jadnanansing and Kees Wolters to get their advice on how businesses can make their customer feedback truly meaningful.
In this interview, Jadnanansing and Wolters elaborate on key topics circulating the feedback industry such as how to harness the right data, how to improve customer experience and engagement, what a successful data exchange looks like, how brand-to-consumer relationships will evolve over the next few years and more…
https://mopinion.com/making-customer-feedback-meaningful-interview-founders/
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C.
http://customerthink.com/b2b-versus-b2c-which-matters-more-for-cx/
A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.
In order to better understand how to use VOC and the types of feedback that your customers are providing, let’s divide it into three unique aspects, each with their own distinct attributes and value to an organization. In the work I do with clients at Yes&, all three of these facets are used to form a cohesive picture of what a customer needs, what their experience has been and how they are feeling about a brand.
https://www.forbes.com/sites/forbesagencycouncil/2019/01/11/understanding-the-three-facets-of-the-voice-of-the-customer-voc/
Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then acting on their preferences and aversions. The voice of the customer (or VOC) consists of three distinct types of customer feedback: direct, inferred, and third-party.
https://www.zappix.com/blog/how-the-voice-of-the-customer-can-transform-cx/
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.
As the internet continues to shatter traditional business models, customer-centric initiatives become more important to businesses. The C-suite is bursting with new positions and officers to accommodate these; the chief customer officer role is one of the newest.
https://searchcrm.techtarget.com/answer/How-does-the-chief-customer-officer-role-benefit-CX/
Old-school marketing techniques that include guesswork held up by flimsy market research don’t always reflect what consumers want. But now retailers can eliminate the guesswork and incorporate real consumer feedback to gain a competitive edge.
Plus, Millennials are excited to work with robots, complain to robots, and date robots, so it comes as no surprise that they want robots to help them pick out an outfit, an automobile, or a weekend getaway.
Whether it’s Amazon’s AI-fueled recommendations revolutionizing the product chain or the entire advertising industry adjusting to Google’s and Facebook’s algorithms, AI has been shaping the online retail space more than any technology besides the internet itself.
https://readwrite.com/2019/01/30/use-ai-to-deliver-a-seamless-consumer-experience/
With the advancements and changing trends in digital technology, digital marketing is expected to take giant strides in the future. We see E-commerce players like Amazon prioritizing marketplace and the search engine giant, Google testing out new approaches such as shopping tab to enhance customer experience and leverage buying intent and giving importance to customer experience and engagement by rolling out algorithm updates. Voice searches and Vernacular Searches are growing at a rapid pace and the trend will witness an exponential growth by 2020.
https://www.entrepreneur.com/article/327284/
When it comes to customer experience, expectations are at an all-time high. With the arrival – and subsequent success – of big players like Spotify, Uber and Airbnb, businesses around the world are racing to match the speed, dynamism and customer-centricity of these digital giants.
However, B2B customer-experience index ratings significantly lag behind those of retail customers. And with one customer intelligence consultancy predicting that customer experience will overtake price and product as the key brand differentiator by 2020, there’s no better time to transform your B2B customer experience and start reaping the rewards.
https://econsultancy.com/three-steps-to-b2b-customer-experience-management/
Despite the e-commerce boom, numbers show shoppers still want the touch-and-feel experience of brick-and-mortar — recent data from the National Retail Federation found that nearly 80 percent of consumers primarily shop in traditional stores. While the increased foot traffic is great for a retailer's bottom line, it can wreak havoc on sales associates if you don't give them appropriate tools to manage the many needs and requests of shoppers in real-time.
https://www.retailcustomerexperience.com/blogs/using-push-to-talk-technology-to-boost-the-customer-experience/
