Any company that deals with data will have to comply with the GDPR, whether or not they are based in the European Union or not. In October 2016, secretary of state for Culture, Media and Sport Karen Bradley highlighted that ‘we will be members of the EU in 2018 and therefore it would be expected and quite normal for us to opt into the GDPR and then look later at how best we might be able to help British business with data protection while maintaining high levels of protection for members of the public.’
https://www.forbes.com/sites/madhvimavadiya/2017/12/29/gdpr-uk-regulation/#6b501716165a/
When it comes to delivering greater customer experiences in today’s digital economy, building relationships comes with more frequent, but shorter interactions. Customers have more access points than ever before to their service provider. They can interact via a company’s website or app, through phone calls, emails, texts, and via social media and chat. These kinds of interactions take less time than an in-person visit, but they happen much more frequently. They are also more superficial than in-person interactions, making it even more important to have each one count.
Companies need to take advantage of all of these touch points and interaction moments to provide real value. The only way to do this is to be relevant in ALL areas of messaging, timing, and to ensure these are relevant to the customers’ context.
But how does one become relevant? The first step is understanding who your customers are.
http://customerthink.com/marrying-context-and-data-for-superior-customer-experiences/
"I like to get the most I can out of everything. I use things for as long as I can. T-shirts become painting shirts, then rags, that sort of thing. My children have to convince me that it is time to replace something since I always find new uses for things.
It turns out that you can apply this thinking to your content strategy, as well. Specifically, you may be able to get a lot more insight into the content requirements of your users than you think, by really considering the data and feedback you have available – and how you can get the most out of it.
For the past two years, I have concentrated on doing just that for a large team of technical content developers at Dell EMC. Here are five takeaways that you can use to wring everything you can from the data available to you."
https://review.content-science.com/2018/05/using-customer-feedback-in-content-strategy-wring-your-data-for-all-its-worth/
User analytics are critical to understanding the success of your solutions and where they can be improved. Not all analytics are the same, and what you measure for one product may not apply to your others. Let us consider a few ways to make analytics work for your needs.
https://www.forbes.com/sites/forbestechcouncil/2018/05/25/three-top-tips-for-your-analytics/#2f511f067652/
For several years now, I have seen financial institutions invest heavily in enterprise feedback management (EFM) systems. These platforms (or portals) certainly make it easier to digitally survey customers using email or text after every transaction. But that doesn’t paint the full picture. There is a downside.
https://www.greenwich.com/blog/drowning-data-%E2%80%93-making-customer-feedback-actionable/
Unsatisfied customers are probably costing you a lot of money.
The first step to overcoming this is to admit that you have room for improvement. The second step is to measure customer satisfaction to find out where you currently stand.
Measuring customer satisfaction doesn’t have to be complicated or expensive. In fact, it’s fairly simple to incorporate customer satisfaction measurement into your current customer success strategy.
https://blog.hubspot.com/service/how-to-measure-customer-satisfaction/
Customer feedback is the best source we have for collecting the consumer insights we need to improve our businesses. Asking for feedback, analyzing it and implementing product/service fixes where necessary can make all the difference for building brand loyalty and achieving success.
In fact, the most successful businesses today take the thoughts and feelings of their customers seriously. It's been clear to me, offering my company's, Varidesk's, products through Amazon that that retail giant sets the standard. It gathers customer insights, data and feedback, then uses that information to drive innovation in operations.
https://www.entrepreneur.com/article/315805/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
Being able to provide these personalized experiences, however, has proven to be a real challenge among many digital marketers who are still in the process of adjusting to this growing trend. In fact, almost 60% of marketers claim that they struggle to personalize content (in real-time); an occurrence which is often attributed to the company’s inability to gain customer insights quickly enough and apply them. One way of removing this hurdle and gathering the necessary information for personalizing is by collecting customer feedback.
Let’s take a closer look at how customer feedback data drives the three ‘breeds’ of personalization.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
Customers are providing companies with more feedback than ever before, and it represents a valuable source of data which can be used to improve the customer experience. However, in many large organizations, this data simply sits in silos, with teams tending to use the customer data they collect for their own needs only.
For instance, a digital team will use site feedback for website enhancements, while the contact center will use post-call surveys for improving agent performance. Data is rarely shared across departments for the broader purpose of improving the customer experience.
This begs the question, why don’t departments share customer data with each other? Some of the reasons I’ve heard may sound familiar:
http://customerthink.com/share-your-data-the-way-kids-share-their-toys/
To improve customer experiences, brands are increasingly turning to data to give them insights and direction. Some of the benefits include helping brands personalize the customer experience. This creates a more enjoyable and memorable moment for customers. In return, they can become repeat customers. Plus, they may tell others about their (hopefully) great experience. Also, a company can pinpoint what works and what needs improvement with the current CX strategy.
https://www.forbes.com/sites/steveolenski/2018/07/26/using-data-to-transform-the-experience/
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