Rapid technological advances have created opportunities for smaller companies to serve customers around the world and effectively compete with larger companies for new customers. These smaller companies are rapidly going global, deploying a variety of technology-enabled solutions such as automated call centers, customer service bots, and digital marketing intelligence.
But these advances, designed to facilitate customer interaction and service in new ways, can present a danger. Companies that embrace the various forms of new customer-focused technology risk losing a personal connection with their customers and a nuanced understanding of their needs. When it comes to understanding how your company can better serve customers, email surveys are no substitute for real human contact.
https://www.forbes.com/sites/allbusiness/2019/02/17/customer-experience-artificial-intelligence/
How do you ensure your e-commerce brand is able to stand out among its competitors and impress your customers? You focus on customer experience (CX) with great intensity. A full 76% of consumers see CX as a clear indicator of how much your company values them. Today, 89% of organizations are already competing on customer experience. No wonder as good CX also translates into profit. According to Forrester, improving CX can increase profitability at a rate of 5.1 times compared to those who do not.
https://www.forbes.com/sites/andrewarnold/2019/02/13/5-cx-improvements-e-commerce-brands-have-to-make-this-year-to-remain-competitive/
Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.
Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. When they tell the customer’s story, they paint a picture of who the customer is, what problems she’s trying to solve, and the experience the company puts her through in order to solve her problem. They end up taking the audience on a journey, the customer’s journey, and it humanizes the customer experience for the audience.
http://customerthink.com/using-journey-maps-to-tell-the-customers-story/
The impact of employee experience on customer experience has been explored in great detail. In fact, “happy employees equal happy customers” has become a motto for some of the world’s biggest brands. But what about the inverse? Does making a customer happy make an employee happy?
In research from 2012, professors from Hallym and California State University suggested it was a one-way relationship – that while higher employee engagement caused higher customer satisfaction, it wasn’t as strong the other way around.
https://www.forbes.com/sites/sap/2019/02/11/do-happy-customers-equal-happy-employees/#67c869626a3e/
Over the past few months I’ve chatted with people from a lot of companies who say their 2019 goal is to become more customer-centric.
In each of those conversations, I emphasize that the most impactful change is creating an environment where all employees, regardless of title, see the customer as their North Star. To catalyze this transformation, customer experience (CX) champions should analyze feedback with empathy, operationalize insights throughout their organizations and foster constant communication about their most important stakeholder: the customer.
https://www.cmswire.com/customer-experience/become-a-customer-experience-champion-and-create-a-team-of-champions-too/
Rapid technological advances have created opportunities for smaller companies to serve customers around the world and effectively compete with larger companies for new customers. These smaller companies are rapidly going global, deploying a variety of technology-enabled solutions such as automated call centers, customer service bots, and digital marketing intelligence.
But these advances, designed to facilitate customer interaction and service in new ways, can present a danger. Companies that embrace the various forms of new customer-focused technology risk losing a personal connection with their customers and a nuanced understanding of their needs. When it comes to understanding how your company can better serve customers, email surveys are no substitute for real human contact.
https://www.allbusiness.com/build-5-star-customer-experience-artificial-intelligence-120315-1.html/
For any business, the experience you provide customers through your contact centre, and the journey they have with you has the largest impact on satisfaction and retention. However, making sure that your customers are happy isn’t always an easy task.
Each interaction is unique and comes with its own challenges. That’s why we’ve created a list of 5 ways you can help improve your customer’s experience.
https://contact-centres.com/top-5-tips-for-improving-your-customers-experience/
Customised training programs driven by client insights, company-wide experience awards and more personalised services are just some of ways real estate group, Harcourts International, is utilising a new customer experience platform for business growth.
Harcourt is a full service real estate franchising business operating 900 offices in nine countries including Australia. Its chief strategy officer, Steffi Andruchiw, told CMO the decision to bring on a fresh customer experience management platform in the last 12 months was about keeping up with client expectations and further cementing a culture of customer experience.
https://www.cmo.com.au/article/656929/how-customer-experience-measurement-driving-cultural-change-global-real-estate-group/
The Customer Experience (CX) industry is at a crossroads. Despite much enthusiasm at executive levels, with massive investments in CX teams and initiatives over the past decade, only one in four companies are able to quantify CX benefits or gain a competitive edge.
The research goal was to understand what differentiates Winning CX initiatives to help CX leaders improve their odds of success. A rigorous quantitative study of over 200 CX initiatives found the majority (58%) in a “developing” stage — seeing signs of progress but unable to clearly demonstrate business value to top management.
http://customerthink.com/customerthink-research-finds-75-percent-of-customer-experience-cx-initiatives-fail-to-prove-business-value/
You probably said “customer” without even thinking about it, right? And you would be correct! But, to design your service experience intentionally around your customers’ needs and wants, you must have a deep understanding of who your customer is.
At Disney Institute, we examine the idea that too many organizations limit themselves to a tunnel-vision approach while designing their customer experience. They think: “We know our customers don’t like to wait in long lines” or “We know they expect us to answer the phone after so many rings.”
https://www.forbes.com/sites/disneyinstitute/2019/01/17/harness-your-listening-posts-to-enhance-the-customer-experience/#6947b58416bf/
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