A great customer experience is important in all industries, but in a world of ever-growing consumer expectations, it's critical for retailers. In fact, according to Forrester, "the key to successful retailing in 2018 is obsessing about customer experience." Many retailers are already "obsessed" with the customer experience, but the question is: are they acting upon this obsession?
https://www.retailcustomerexperience.com/blogs/whats-in-store-for-cx-integrating-insight-for-a-360-degree-view-of-the-customer/
To remain competitive within the contact centre industry, companies need to do more to ensure better-than-exceptional customer engagements, and the best way to measure and quantify these is to deploy customer experience analytics solutions.
https://www.itweb.co.za/content/lLn147m5DAE7J6Aa/
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/
Over time, the voice of the customers in seeking service and support were transmitted through different channels in which inventions and innovations played a crucial part. The kind of customer service more than a hundred years back is a whole lot different from what we have today that even the term ‘one click or call away’ may even sound peculiar from people of the past.
http://customerthink.com/will-the-voice-of-the-customer-change-into-email-and-chat/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!..
https://www.business2community.com/customer-experience/are-you-there-company-its-me-your-customer-01970530/
Saying that the customer is key to omnichannel is nothing new.
It’s a given when we see such stats as 75% of consumers expect a consistent experience wherever they engage be it web, social media web or in person.
Let’s be frank. Omnichannel has had bruises...
http://customerthink.com/social-customer-service-the-savior-to-a-successful-omni-channel-strategy/
Designing a VoC program can be daunting. Where do you begin?
If you're new to designing and implementing a VoC program, you're probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more
http://www.cx-journey.com/2014/10/listen-to-learn-listen-to-earn.html/
Dietz & Seidel recently published their 'CMOs at the Wheel e-book based on interviews from their 'Driving the Modern Marketing Organization' column.
Nadine Dietz and Erica Seidel not only have their fingers on the pulse of the modern marketing organization, they have an in-depth understanding of how CMOs are inspiring company cultures across the board.
https://martechtoday.com/cmos-wheel-authors-nadine-dietz-erican-seidel-modern-marketing-organization-208681/
Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition. The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today.
https://www.business2community.com/customer-experience/optimizing-call-center-customer-support-increased-revenue-01984268/
Over the next year, we’re going to see the market and GRC programmes continue to evolve in a number of ways.
This year, organisations have weathered the regulatory uncertainties following the Brexit vote. In order to maintain business productivity and security during such times, enterprises – while waiting for clarification on which of the EU laws alongside GDPR will continue to be enforced once Brexit takes place – are increasingly turning to integrated governance, risk and compliance (GRC) programmes.
https://www.itproportal.com/features/governance-risk-and-compliance-2018-trends-and-predictions/
