Marketing directors can’t make decisions in a vacuum. They need information about their customers, their channels and all the touchpoints that help them to connect with each other. How can they deliver what the customer wants unless they can see through the customer’s lens?
https://www.marketingtechnews.net/news/2018/feb/26/journey-analytics-show-customer-experience-through-different-lens/
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/
In the current competitive auto market, having an online presence is a must. Before they even set foot in your door, chances are the majority of your customers will have checked you out online. Websites and social media function as extensions of your dealerships. They are virtual showrooms where customers can view your newest models, meet your team and get to know your dealership’s culture.
However, not all online presences are created equal. Though almost anyone today can create a site or put up a dealership Facebook page, if not executed properly, these online tools can cost you customers. It’s vital, therefore, to be able to evaluate your online customer experience so you can ensure their digital interactions are ones that motivate them to take the next step: coming over for an in-person transaction.
This is where mapping comes in. Mapping is a process that allows you to gauge which aspects of your online strategy are working and which need to be done away with pronto! It does this by using customer feedback to create a visual representation of what your clients experience when interacting with your online platforms.
https://www.cbtnews.com/mapping-your-online-customer-experience/
And…that’s a wrap for 2017! We are thrilled to report that we’ve published well over 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role.
So let’s take a few moments and reflect on Mopinion’s Top 10 Hottest Blog Posts of 2017!
https://mopinion.com/mopinions-top-10-hottest-blog-posts-2017/
The process of customer journey mapping can take many forms. In this post we highlight some of the most effective methods, with some tips for enhancing your own journey mapping practices.
In essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organisation that a customer comes into contact with as he/she attempt to achieve a goal, and the emotions they experience during that journey. But the process of building the map is not so simple.
https://www.mycustomer.com/experience/engagement/nine-sample-customer-journey-maps-and-what-we-can-learn-from-them/
In many conferences in 2017, the buzz has all been around the customer experience, customer journeys or customer engagement. These topics come up in almost every presentation in a banking, hospitality, marketing or retail conference. However, there was little linkage between these “buzz” topics with loyalty nor branding. There is a correlation between the customer experience and how that impacts loyalty and an organisation’s brand. How does a brand inspire loyalty and how does the customer experience elevate a brand?
http://www.marketing-interactive.com/features/synchronizing-loyalty-customer-experience-and-branding/
Co-founder of Aircall, Jonathan Anguelov explains to Information Age the future of customer experience and why business leaders need to move away from siloed channels to a fully digitised system, allowing greater interaction.
https://www.information-age.com/future-of-customer-experience-123473120/
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/
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/
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-overview/
