Capturing and using customer feedback effectively is essential for growing businesses. Smart companies will use the insights they get from customers in a number of ways; from fixing holes in marketing campaigns to informing product messaging and even developing and co-creating new products. Exploring human reactions and thoughts about your products or services is essential if you are to maintain brand relevance. If you don’t have a collection of customer feedback methods, you won’t be able to use it to help further the aspirations of your brand. Although some ways of attaining such data are tried, tested and traditional, businesses are now finding that modern technology is giving them the upper hand. To keep up with evolving market trends, make sure you take note of these foolproof tips.
http://therealtimereport.com/2018/04/26/use-customer-insight-power-business/
Technology has produced huge breakthroughs in design. A product can be ideated, prototyped and finalized with little more than a keyboard and code. But the ingenuity of modern design often leads to product teams neglecting the basics.
https://techcrunch.com/2017/01/20/in-a-tech-saturated-world-customer-feedback-is-everything/
Traditional CRM is typically transactional; social CRM is behavioral. Traditional CRM is company-centric and focused on sales; social CRM is truly customer-centric. Traditional CRM is about implementing the technology; social CRM is focused on applying the strategy.
Traditional CRM architecture is typically designed to manage these four primary areas.
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=129216/
Cynical consumers often seem to perceive travel insurers as cumbersome entities that are slow to handle claims, difficult to communicate with and reluctant to settle. A common complaint is that exclusions are often buried in small print or couched in language that is hard for the customer to understand. For insurers, finding ways to meet customer expectations – and ensuring that those expectations are realistic – has become a key issue. Digital technology enables consumers to shop around for their policies, meaning that companies that fail to meet their demands will lose out. Digital technology in the insurtech age is an ever more useful tool, offering swift online handling of claims and settlements and, for insurers who embrace it, a closer and mutually beneficial means of communicating with their insureds. “Over the last few years, there have been some incredible initiatives among travel insurers and their supporting third-party administrators to improve the customer experience and embrace the growth of app, mobile, and online journeys in the education, sales and servicing of policyholders and claimants alike,” said Carl Carter, Managing Director of Voyager Insurance.
https://www.itij.com/feature/meeting-customer-expectations/
The coming year promises to be an exciting one in the world of artificial intelligence.
AI ToolsAI-driven technology is developing exponentially, enabling brands to get consumer feedback on a massive scale, without having to invest a great deal of time and money on the research. While it may be difficult for marketers to keep up with AI’s speedy evolution, it’s also vital. No brand wants to be left behind as competitors use technology to gain a deeper understanding of their stakeholders. It’s important for marketers to understand how to leverage new technology that uses AI to gather honest, meaningful, actionable consumer insights.
https://www.chiefmarketer.com/new-ai-tools-for-better-engagement/
I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest.
By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX work—changing processes, building new programs, studying company metrics on customer satisfaction—that we overlook or take for granted the one-on-one aspects of CX. The challenge increases the more a CX program grows and the more we involve the entire organization in our work.
Are our employees communicating appropriately with customers? Do they have skills for turning around an unhappy customer? Do they listen—really listen—to what our customers have to say?
https://customerthink.com/one-on-one-cx-5-tips-to-ensure-first-responders-are-great-with-customers/
Customer-centric retailing and selling are the new business models. The new model goes beyond the traditional horizon of omnichannel, breaking down the lofty walls between internal intent silos and the potent customer experience platforms.
The future of customer experience is now, and Unified Commerce would play the biggest role in assigning performance-related metrics to the use of emerging technologies — AR, VR, AI, and video for commerce. BRP’s 2018 Customer Experience/Unified Commerce Survey of top North American retailers offers insights into retailers’ current priorities and initiatives as digital and physical retail environments converge to facilitate a seamless experience across channels.
https://martechseries.com/analytics/behavioral-marketing/unified-commerce-customer-experience-future/
Technology has given businesses unprecedented access to new markets and unique opportunities. It has also empowered customers, enabling them to easily evaluate different offerings based on criteria that is important to them while comparing suppliers and pricing at the click of a button. This has resulted in an increase in competition, as businesses have become acutely aware that relying on preferential pricing or good customer service is not enough to guarantee customer retention.
http://www.itnewsafrica.com/2018/08/using-data-intelligently-to-drive-customer-loyalty/
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