Competitive product quality and price aren’t enough anymore. There’s no mistaking the fact that customer experience (CX) is a focus as a brand differentiator. According to a worldwide survey by Salesforce, 79 percent of consumers prioritize CX just as highly as products or services when doing business with a company. If that isn’t enough, according to 67 percent of respondents, their expectations are the highest they’ve ever been.
https://www.entrepreneur.com/article/321775/
In this webinar, Mopinion is joined by special guests Stephan Brandenburg & Iris Rabenberg of major retail company, De Bijenkorf (part of Selfridges Group). These two share some interesting details on how they gather and get the most out of their online customer feedback data, from collection and the application of triggering techniques, to managing/structuring the data and their key findings.
https://mopinion.com/missed-our-webinar-with-selfridges-group/
How often have you been asked ‘what’s your customer experience strategy?’ Or have you stopped to think how long it took for you to notice the emergence of the ‘experience economy’? As a financial services organisation, you are not exempt from a strategic focus on customer experience (CX). Rather, there’s been a noticeable renewed commitment to CX worldwide.
https://yourstory.com/2018/10/customer-experience-new-game-changer-financial-services/
Customer experience (CX) is what sets you apart from the competition. While SEO plays a pivotal role in making the customer aware of your brand, SEM is crucial to delivering the right kind of message, at the right time to nudge your prospect to make that purchase. Though different strategies, SEO and SEM have to work in tandem for a fruitful customer experience. Here’s how to best tweak your customer experience strategy with SEO and SEM in mind.
A happy customer is the ultimate goal of any marketing strategy. SEO and SEM are two sides of the same coin ― both aim at reaching a prospect and making an impact so he becomes a customer. Though strategically different, SEO and SEM specialists have to integrate their efforts to provide a seamless and fruitful CX.
https://www.martechadvisor.com/articles/seo/boost-cx-with-seo-and-sem/
I’m already seeing it: people are starting to talk and write about customer experience trends for 2019. It’s only the start of Q4! We haven’t even made it through 2018 yet! Still lots of time to make things happen. (Right?!)
Regardless, I’m not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago. Why? Because I’m finding that a lot of companies are still trying to figure out the basics. Sadly.
https://www.business2community.com/customer-experience/what-does-the-future-of-cx-look-like-02131414/
Insightful guest post by AB Tasty about the power of Website Testing and Personalisation and how these two contribute to achieving an increased Customer Experience and therefore, increased Conversion Rates.
https://mopinion.com/how-to-increase-cx-through-testing-and-personalisation/
Marketing has traditionally focused on creating awareness of brands and enticing the target market to select their brand over the competition. IT, on the other hand, focused on improving business efficiencies by providing the technologies that meet the company’s needs.
But the business environment in which we work today has evolved, and customer experience, which is becoming central to the success of every organisation, requires marketing and technology to work together.
https://themediaonline.co.za/2018/10/customer-experience-the-marriage-of-marketing-and-technology/
Cutting-edge companies are turning to artificial intelligence and machine learning to transform how they interact with customers, strengthening those relationships, distinguishing themselves from competitors, and increasing revenues.
At the center of this transformation are technologies such as chatbots, recommendation engines, personalized communications, intelligent ad targeting, and image recognition. Gartner analyst John-David Lovelock predicts that AI-derived business value will more than triple to $3.9 trillion by 2022 — with improvements to the customer experience key to this growth.
https://www.cio.com/article/3315656/artificial-intelligence/5-ways-ai-is-transforming-customer-experience.html/
Times are changing and customer priorities are shifting. In fact, experts are predicting that by 2020, Customer Experience is set to take higher priority among customers than product or price. At this point, most businesses have read and understand that it’s an important factor if they want their business to be successful, but not all businesses have the means to monitor and improve their efforts. Want to make sure your CX goes above and beyond that of your competitors’? Try one of our free customer experience survey templates from the Survey Marketplace!
https://marketplace.mopinion.com/products-category/customer-experience-cx/
Although 81 percent of CX leaders surveyed by Gartner this past July believe CX will soon be the basis on which their companies compete, only 22 percent say their efforts are exceeding customers’ expectations. If leaders understand the importance of CX programs, why are they struggling so mightily to deliver the experiences their customers want?
https://www.forbes.com/sites/serenitygibbons/2018/10/09/customer-service-isnt-enough-3-reasons-to-switch-to-customer-success/#4c6e939244a1/
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