The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe.
A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
https://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
Today, marketing success is developing winning customer-centric experiences. That’s why Voice of the Customer (VoC) data has grown from a nice to have to the backbone of measuring and managing the customer experience.
However, VoC data is always leveraged to analyze the experience after the experience has occurred. Also it is a dataset that is a small sample of the total population of visitors that visit your site. Therefore, the effectiveness of this rich, customer-centric dataset would be most valuable if leveraged to create individual experiences in real-time. Marketing is fuelled by data, but VoC data is oddly absent from the marketing technology ecosystem.
http://customerthink.com/why-voice-of-the-customer-data-is-your-most-important-marketing-asset/
Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well.
http://customerthink.com/the_art_of_listening_a_key_to_customer_centricity/
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/
According to Kantar TNS’s latest Connected Life research, brands still have work to do to build trust in digital channels.
The report reveals that acceptance of chatbots, which are increasingly used in customer service functions, is generally low in Europe: just 28% of British consumers are willing to interact with them online. However, consumers in other markets are even less open to them: less than a quarter (22%) of Australian consumers said they were happy to interact with AI.
https://uk.kantar.com/tech/digital/2017/british-consumers-not-ready-to-embrace-online-customer-service/
Customer journey mapping sounds like it could be yet another technical exercise that your team could probably do without but according to these experts, it's quite the contrary. They are a necessary part of understanding and breaking down the barriers between your business and it's customers.
Customer journey maps are just as simple as they sound but they can be more useful than you could imagine.
https://www.cmswire.com/customer-experience/how-to-get-started-with-customer-journey-mapping/
Picture this. You are the marketing executive of a company that is currently undergoing massive growth. Your responsibility involves overseeing all digital marketing initiatives within your company which range anywhere from driving online traffic and improving usability to SEO and social channels. Although you are a very skilled and digital savvy marketer, you are not an expert in every digital tool you are considering to employ. And not only that, but being swamped with the work that goes along with each and every digital campaign might not leave you much extra time to go through the process of truly understanding how each of these digital tools operates, much less implement them.
https://mopinion.com/speak-to-your-digital-agency-about-online-customer-feedback/
Consumers are gradually starting to ignore sales pitches and tune out the invasive marketing methods that many businesses still employ regularly. And subsequently, these changes have made way for a new method of bringing in new customers – inbound marketing. Inbound marketing has recently become a very popular method of marketing among digital-first businesses, especially in terms of content marketing – which is considered a subset of inbound marketing. As a result, many content and inbound marketing tools have since been developed to make these strategies more efficient.
https://mopinion.com/top-27-content-inbound-marketing-tools-software/
Customer reviews are a huge factor in B2C buying. But can B2B peer reviews reach the same level of relevance? TrustRadius says yes – here’s how they’re doing it.
https://diginomica.com/2017/11/10/trustradius-on-how-to-make-peer-reviews-matter-for-b2b-buyers/
The mindsets of chief marketing officers have evolved from a product-centric mindset to a more customer-centric one, as it is no longer just about developing eye-catching campaigns. They also serve as both the representative of the brand and the voice of the customer.
http://www.thedrum.com/news/2017/11/20/sap-cmo-alicia-tillman-marketers-evolving-role-brand-safety-and-implementing/
