Brands need to do a better job connecting with customers in several key touchpoints.
That’s according to a new study from customer experience platform provider InMoment. Data from “CX Trends 2019” reveals that 50% of brands believe they are “definitely” doing better at delivering an excellent customer experience, but only 11% of consumers agree.
The study also identifies five specific customer experience trends that demonstrate a disconnect between brands and customers, and offers recommendations on resolving them.
https://www.chainstoreage.com/technology/study-five-customer-experience-disconnects-to-avoid/
If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data to influence your company growth.
http://customerthink.com/how-to-leverage-your-customer-insights-for-growth-in-2019/
Insurance is competitive. It can be hard to stay afloat in such a saturated field, let alone find an advantage over your competition.
Lead generation is essential, but any agency can duplicate your efforts, and it gets exponentially more expensive with scale. Is there a more sustainable method of achieving long-term growth and competitive advantage? The answer is surprisingly simple and yet almost universally ignored.
http://sbj.net/stories/opinion-how-to-improve-customer-experience-beyond-surveys,62303/
An MIT Sloan/Google report last year pointed out that our current key performance indicators (KPIs) for customer experience are no longer accurate for today’s digital environment.
Most KPIs today focus on compliance, not commitment, the report said, so they are “key in name only, rather than being indicators that companies can use to truly improve performance."
We asked some marketing professionals what they identify as the KPIs making a difference in their organizations.
https://www.cmswire.com/customer-experience/are-your-customer-experience-kpis-fit-for-today/
Launching a successful Digital Branch is not an easy task, it is an ongoing strategic initiative that not only takes financial investment, but a lot of collaboration across multiple layers of an organization.
Throughout the process of launching a Digital Branch, many companies get caught up in the overwhelming details, technicalities and resources and forget to ask the simplest questions. Perhaps the most important initial step in building a Digital Branch is to get to know the end-user: your customer.
https://www.inddist.com/article/2019/01/what-you-need-know-about-customers-launching-digital-branch/
Today’s customer is overloaded with choice, constantly interrupted, switching between multiple channels, and it can be tricky to grab their attention and keep them coming back.
With loyalty schemes, retailers need to offer real, instant and obvious value to customers. Retailers must simplify their schemes to get results.
https://www.retail-week.com/retail-voice/how-to-win-with-loyalty-four-retailers-leading-the-way/7030862.article?authent=1/
A lot of customer experience pundits are talking about AI.
They say it is ushering in a new age, a Customer Experience 3.0. OK.
As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?
So that is exactly what they did. Then we discussed how these solutions change or do not change the game. We put them into context, trying to understand how big a deal they really are.
http://customerthink.com/five-ai-driven-customer-experience-solutions-a-survey-of-the-market/
Customer experience (CX) is not only a major priority, but also a game changer for businesses. To craft customer-centric business policies and meet customer needs, marketers first need to understand, what is customer experience? Let’s start with the basics.
Gen-Z is more aware, needs instant service and has rising expectations, and Millennials and Baby Boomers have their own unique needs. In this high-pressure situation, businesses need to be meticulous with their CX strategy. We have put together a comprehensive A-Z customer experience guide to help you optimize your business strategies.
https://www.martechadvisor.com/articles/customer-experience-2/what-is-customer-experience-a-to-z-guide/
Customer experience could be proudly named one of the buzz-words of 2018. With high certainty, it is going to stay here. Whether you’re working in business-to-consumer (B2C) or business-to-business (B2B) company, you should start paying attention to the way you create customer experience immediately, if you haven’t done so yet.
At least 80% of B2B buyers now expect the same buying experience as B2C customers. After all, the business people you’re dealing with at work are the same who are ordering goods from Amazon in their free time. B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and... very often experience the same old "traditional" system. Instead of an online catalog, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call. Does it sound familiar?
https://lumoa.me/blog/b2b-customer-experience/
"Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do."
http://customerthink.com/playing-the-customer-experience-game-to-win-interview-with-nienke-bloem/
