CUSTOMER experience or CX is essentially the interaction between any enterprise with its customers that could be in the form of product awareness, discovery, purchases, and delivery of services.
Companies with impeccable CX strategies and implementation often reap the benefit in many ways, including increased customer satisfaction rates, reduced customer rate, and increased revenue.
And accordingly more and more senior executives and business leaders are shifting their focus on their CX strategies and making it their companies top priority, on the firm belief that investment in enhancing CX will be beneficial in both short and long-term for an enterprise.
https://techwireasia.com/2019/01/how-to-create-a-great-cx-strategy-for-your-business/
Every experience we go through is connected to our power as consumers. And experience surveys have become part of nearly every brand interaction we have.
Last month, I went to a museum and was solicited for feedback. My grocery store surveys me on my delivery experience. As consumers, we asked to be empowered to give feedback… we certainly got what we wished for! So then why are we still having bad experiences? If brands care so much about our feedback, why there is no impact to our journeys?
http://customerthink.com/why-customers-are-not-responding-to-your-surveys/
As we enter the new year, it is natural to predict what new trends, technologies, and advancements will be at the forefront of industries in the months ahead. Customer experience is no different. In 2018, we saw the impact major brands faced when they broke the trust of their customers. From criticisms of lack of transparency, data breaches, or high profile poor treatment of passengers going viral on social channels, organizations recognize more than ever the importance of investing in earning and maintaining the trust of their customers. Earning that trust means demonstrating that you’re actually listening to customers, and for most organizations, that process starts with establishing a customer feedback program.
It’s not easy to win customer loyalty and trust, and it’s even harder for companies to regain trust when they have violated it. In 2019, I expect we will see companies develop a renewed focus on having ongoing and engaging conversations with customers. To foster these conversations, companies need to deliver a feedback experience that meets the customer in a natural way, is quick for the customer to complete, and makes the customer feel heard. Organization need to take action based on insights gained from these conversations to improve the customer experience.
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=129486/
More than half of Australian consumers abandon customer feedback surveys because they are too long, with a quarter dropping out because they don’t expect resolutions to their concerns, a study on customer engagement has revealed.
http://www.bandt.com.au/marketing/study-lengthy-surveys-fail-improve-customer-experiences-australian-brands/
Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong.
While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey. Today, to collect the best customer data you must ask the right questions while also providing the ideal customer experience.
https://www.business2community.com/customer-experience/5-survey-tips-for-getting-better-customer-data-02161018/
Data is no longer a level playing field. Companies that leverage AI and machine learning software have a leg up over competitors who are still only using data to look backwards. Research shows that 77% of high-performing customer service teams rate their ability to leverage artificial intelligence as excellent or above average. Companies that get predictive analytics right can greatly improve their customer experiences.
There are seven types of analytics we can pay attention to when it comes to customer experience. Each type helps gain better understanding of customers and improve the overall brand experience.
https://www.forbes.com/sites/blakemorgan/2019/01/16/7-kinds-of-predictive-analytics-for-customer-experience/
Customer journey mapping is a tool for businesses to visualize their customer’s experience. It helps companies to gain a comprehensive view of the needs of customers and their behavior when they interact with the brand. With the aid of customer journey mapping, organizations can understand how their customers travel through the entire sales process and their possibility of returning to the brand. This approach helps decision-makers to stay focused on customers and make each step of the buying experience easier for potential leads.
https://www.businesswire.com/news/home/20190102005242/en/Customer-Journey-Mapping-Bridging-Gap-Sales-Marketing/
With a new year comes new opportunities to examine the experience being offered to customers and to find ways to continually improve it.
Recently, customer experience (CX) professionals, thought leaders and members of the CX Accelerator community shared their New Year’s resolutions on the Experience This! Show podcast. These can be used as thought-starters for developing customer experience goals for 2019 in your business.
https://www.forbes.com/sites/dangingiss/2019/01/03/13-customer-experience-professionals-share-their-cx-new-years-resolutions/
Marketing leaders are in the throes of 2019 planning and there’s no doubt improving consumer experiences is among the top priorities for the new year. Data shows consumer expectations (and frustrations!) are on the rise, and brands are scrambling to understand to deepen brand-to-consumer engagement. This article will explore three ways brands can make the most of data to improve consumer relationships.
https://marketingland.com/want-to-create-better-experiences-and-brand-loyalty-lean-on-your-data-254627/
Are you executing a fly-by, or really getting into a close orbit with your customers?
https://www.forbes.com/sites/sap/2019/01/02/understanding-your-customers-experience-are-you-in-orbit-or-just-flying-by/
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