In the age of social media, customers not only expect a meaningful two-way conversation but also insist that brands act on what they have to say.
At the same time, customers have become more demanding while their expectations continue to increase. In fact, almost two-thirds of the respondents’ expectations have risen compared to a year ago.
It all comes down to better customer service. Almost all respondents cited the quality of customer service as a determinant of their choice and loyalty to a brand, while 61% walked away from a brand due to poor customer service.
http://www.bizcommunity.com/Article/196/33/181466.html/
According to Accenture’s just-released Digital Consumer Survey, sales of home-based intelligent assistants such as Amazon Echo of Google Home grew more than 50% in every one of the 21 different countries the company surveyed. And according to a new research from Adobe Digital Insights (ADI), voice-assistant sales grew 103% year over year in the fourth quarter of 2017. Adobe also found that 22% of voice assistant owners said that they shop using voice commands.
https://customerthink.com/customers-are-willing-to-pay-a-lot-more-for-a-better-customer-service-experience-if-they-get-to-tell-you-exactly-what-that-is/
Responding quickly is a critical business driver. This requires data centers live on the edge to deliver real-time data for an enhanced customer experience.
Consumers expect instantaneous information and services from the companies they interact with. IDC estimates that the average person will interact with connected devices approximately 4,800 times a day by 2025, and while these interactions yield valuable user information that enable companies to personalize their customer service, the amount of data creates major challenges for data centers.
http://rtinsights.com/edge-computing-critical-for-enhanced-customer-experience/
Welcome to a new decade. Search behavior continues to shape the way businesses operate in the digital world. And Google continues to influence search behavior. As I talked with my colleagues and researched trends for 2020, it became clear that for all the controversy surrounding Google’s growth – for all the buzz surrounding threats to Google, including the rise of Amazon – Google just keeps finding ways to become more dominant.
http://searchengineland.com/get-ready-for-an-even-stronger-google-in-2020-327941/
GOOD customer service and having an online presence have been highlighted as the keys to competing with Amazon.
After months of speculation, the US retail giant launched Amazon Marketplace in Australia this week.
But Belmont Business Enterprise Centre founding manager Carol Hanlon said service was the only way to competing and building customer advocacy and loyalty.
https://www.communitynews.com.au/southern-gazette/news/good-customer-service-and-online-presence-key-to-competing-with-amazon-says-belmont-business-enterprise-centre-founder/
ne often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!
Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want. Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty.
Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.
https://www.comm100.com/blog/capitalize-on-customer-feedback.html/
Our members tell us what we are good at and where we need to get better. We use feedback from customer satisfaction surveys and industry measurements such as J.D. Power. This information is pure gold because you can dissect it to discover where you need to improve, says David Bano, chief claims officer at Nationwide. It’s like a math equation where you remove pieces to make customer interactions quicker and more convenient.
It’s important to listen to positive and negative feedback equally.
http://www.sbnonline.com/article/capture-customer-voice-generate-new-services/
When you think of Voice of Customer (VOC) Feedback, it’s exactly what it sounds like.
Voice of Customer Feedback is direct and clear feedback on your product or service straight from the mouth of the consumer/customer.
Whether you achieve this data through market research, surveys, or focus groups, it will provide you a competitive stance on your product or services, or what deficiencies your product or service has in the current market.
https://ledgeviewpartners.com/blog/how-to-use-voice-of-customer-voc-feedback-to-improve-your-customer-service-team/
If a company wants to improve its bottom line, it needs to focus on improving sales. That is only possible when the brand is addressing the right audience and solving their key problems. But, how can the brands achieve that? Being a mind reader sounds amazing, doesn’t it? Now, no need to lose hope. There still are different ways by which the companies can tap into what their customers’ pain areas are. Post that knowledge, they can plan their customer experience strategies to solve those problems.
In this article, we will be discussing the customer service pain areas of the customers – some pressing issues, urgent needs and what could be the possible solutions.
https://customerthink.com/identifying-customer-service-pain-areas-and-how-to-solve-them/
We are all suffering from survey fatigue. Every single store on a recent shopping trip asked us to fill in a survey by going to a URL the sales associate helpfully circled on the receipt. It sometimes feels as if you can’t undertake any retail transaction these days without being surveyed.
And how many of these do you fill in, or respond to? I’ve seen and heard industry statistics that suggest that up to 90 percent of customer experience surveys are ignored. Why?
https://www.cmswire.com/customer-experience/is-your-voice-of-the-customer-program-all-talk-and-no-action/
