B2C businesses have historically had to factor in customer experience, otherwise they most likely fail. In the B2B world the product has taken center stage. In today’s experience economy all businesses, B2C and B2B, must consider the entire customer journey, not just the quality of the product because B2B customers increasingly demand a great customer experience.
http://forbes.com/sites/sap/2020/01/10/learn-how-to-obtain-a-superior-b2b-customer-experience-with-these-valuable-insights/#431607e17777/
Most people can name a negative experience they've had with a brand, and along with it usually comes a declaration of why they will never return to that company. According to the ACSI's latest Retail Report, shoppers are often unhappy with the customer service they receive, referring to it as "lackluster" and "underwhelming."
http://retailcustomerexperience.com/blogs/how-retailers-can-give-consumers-the-personal-care-they-expect/
Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
https://mopinion.com/heatmapping-tools-you-might-want-to-try/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away.
Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority.
https://www.peoplemetrics.com/blog/12-reasons-to-invest-more-in-customer-experience/
Is your business listening to the Voice of the Customer (VoC)? If not, you might want to start now – as it is becoming a top priority among most online businesses. This rise in popularity is owed to the fact that Voice of the Customer programs (and therefore Voice of the Customer tools) have recently become a critical element in customer experience initiatives.
https://mopinion.com/28-voice-of-the-customer-voc-tools-an-overview-comparison/
With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-an-overview/
The case for capturing, understanding and acting on the Voice of the Customer (VoC) is well documented. It’s a powerful driver for change, and helps to create differentiation in competitive markets. You’ve mapped your customer journey, defined key touchpoints, identified the channels through which to gather feedback and you are taking action based on the insights rolling in. Fantastic.
But are you still missing something?
https://www.mycustomer.com/experience/voice-of-the-customer/frontline-feedback-how-to-capture-the-voice-of-the-customer-through/
In the world of constant disruptive changes and rapidly amplifying market needs, innovation is the differentiator. It is the capability to do things differently, caters to ever-increasing customer expectations, and transform ideas into reality.
Which is why innovation is the ‘strategic vision du jour’ of many ambitious organizations today.
https://ceoworld.biz/2019/02/05/4-practices-to-create-culture-of-innovation-in-your-organization/
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/
