Customer experience (CX) is today’s competitive battleground, so it may come as no surprise that CX is now a strategic imperative for many contact centers.
In fact, according to a recent survey of more than 450 contact center leaders by Deloitte, CX ranked as the most important strategic initiative in the contact center—far outpacing revenue growth and cost containment. And, many contact center leaders report that they are now being held primarily accountable for improving their organizations’ overall customer experience.
Tapping into Voice of the Customer (VoC) has long been used as a method to understand where improvements to customer experience are warranted. It makes a lot of sense that if you’re seeking to improve the experience of your customers, you should ask them about where and how to do so.
http://customerthink.com/improving-cx-in-the-contact-center-the-devil-is-in-the-data/
Gamification is not a new concept for marketers. As a kid, I remember buying a certain product just to add to my superhero action figure collection! We may call that old-school gamification. Although times and avenues have changed, marketers have implemented the same technique in the online context to achieve an organization’s marketing goals. The goals could be to speed up product adoption (onboarding), boost customer loyalty, or bring in new leads.
Gamification is an application of gaming mechanics in a non-gaming context. It offers users an engaging way to interact with your brand. Speaking from a scientific perspective, gamification works because of the reward-seeking behavior prevalent in the human brain. Our brain releases dopamine - a feel-good chemical whenever we experience pleasure. And as creatures of habits, we feel sheer pleasure when we indulge in a habit. And that’s when our brain releases dopamine, encouraging us to engage in that activity over and over. Gamification borrows from this concept by rewarding users for completing certain tasks.
Let’s look at 5 practical ideas to introduce gamification to your marketing strategy.
https://www.martechadvisor.com/articles/customer-experience-2/5-practical-ideas-to-gamify-your-marketing-strategy/
- What is Voice of Customer (VOC)?
- VOC data and customer experience (CX)
- How to collect and use VOC data (with examples)
https://www.superoffice.com/blog/voice-of-customer/
Technology has become an integral part of numerous restaurants’ day-to-day operations and they continue to invest in new digital innovations every day. Nearly 85 percent of all mobile users searching for a restaurant go on to make a purchase which why a recent Kabbage survey finds that restaurants will outpace other industries’ investments in mobile technologies in 2018.
Many digital solutions focus on improving the restaurant’s operational efficiencies by making them run smoother, faster and more profitable. However, a new tech revolution is taking place with a focus on the customer experience. Designed to improve brand reputations and appeal to a younger clientele, restaurants are seeking new ways to get customers more engaged with the restaurant experience and are doing this through new-age digital communications like voice recognition technology.
https://revelsystems.com/blog/2018/07/31/voice-commerce-customer-engagement-menu/
We've written before about the importance of Voice of the Customer (VoC) and how valuable it is to regularly listen to customers to get their feedback on ways you can improve.
But there's another key step that comes after asking for customer feedback -- it's using that feedback to make decisions and implement changes that best serve your customers.
https://blog.hubspot.com/service/voice-of-the-customer-program/
As marketers, we can be too quick to chase innovation for innovation’s sake. Shiny, new digital platforms that have a lot of buzz about them can tempt brands in but too often they don’t deliver on the promise and become white elephants.
At Just Eat, our vision is to create the world’s greatest food community. In essence, connecting customers with the restaurants (and the food) they want around the world.
Our diverse restaurant partners, be they a local curry house, an up-and-coming cafe in Manchester or a national brand, such as KFC, are our lifeblood. Everything we do is focused on delivering on that partnership. From a marketing perspective this means we need to continually find ways to connect our customers with our restaurant partners through whatever platform the consumer wants to find them.
https://www.campaignlive.co.uk/article/why-noise-voice-chat-will-louder-brands/1490120/
"While researching statistics for a presentation earlier in the year, I stumbled upon a recording of an old (2015) webcast done by a longtime customer experience guru, Bruce Temkin. The title of the webcast, “5 Trends That Will Reshape CX Insights,” intrigued me, and I listened expecting to hear some pretty outdated trends. Three and a half years is a lifetime in the digital world, after all.
To my surprise and delight, the trends discussed in the recording, while old(er), are by no means irrelevant. Better yet, they tie directly to the results of a recently released HBR Pulse Survey examining analytics and customer experience. Both highlight the strong connection between analytics and experience. The webcast was predicated on this concept, with all five trends explaining the do’s and don’ts of customer insights for shaping experiences. The survey revealed how little things have changed since 2015, showing that analytics still plays a critical role in experience management. Highlights of the survey include the fact that 60 percent of respondents said they believe real-time analytics drives customer experience while 58 percent credit significant improvements in customer loyalty and retention to analytics."
https://www.cmswire.com/customer-experience/gaining-customer-experience-insights-a-new-twist-on-an-older-list/
Here are tips for driving results through every phase of a CX challenge and convincing your organization to prioritize the customer.
https://www.cmswire.com/customer-experience/so-youve-been-asked-to-revolutionize-cx-as-a-team-of-one/
For years price, product and quality were most important. Organizations didn’t even think of their customer needs. Nowadays the Voice of the Customer is more important than ever. In the previous blog we gave an introduction about what Voice of the Customer is and the importance of listening to the customer. The question is not so much why you want to use VOC for your organization, but when you start with it to improve customer focus.
https://www.cys.group/en/blog/why-is-the-voice-of-the-customer-voc-for-your-organization-more-important-than-ever/
Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.
CMO reached out to three industry commentators to reveal what’s hot and what’s not on their voice of customer approach and what it takes to successfully create and implement a program.
But first, let’s be clear on what a voice of customer program is comprised of. According to InMoment customer experience expert, Andrew Park, a comprehensive voice of customer programs is comprised of four distinct components: Listening (collecting data), understanding (analysing data for insights), sharing (distributing the insites across the enterprise), and taking action.
https://www.cmo.com.au/article/633504/do-don-ts-voice-customer-programs/
