Improvements in technology drive innovation in many fields, and there are few arenas where these efforts are as visible as in the customer experience. The emerging tools and techniques for customer teams provide new, insightful avenues for interaction, but are still grounded in the concept of tying a brand to a positive, happy experience.
Customers notice details, either when they are particularly good or particularly bad, so it is always in a company’s best interest to make sure they are innovating in the right way. Here are seven ways technology will aid companies in creating — and taking advantage of — compelling experiences for their customers in 2018:
https://customerthink.com/7-ways-tech-will-change-the-customer-experience-in-2018/
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story?
http://multichannelmerchant.com/blog/giving-voice-silent-majority-boosts-the-customer-experience/
I regularly do customer feedback surveys for competitive analysis purposes (full disclosure: ServiceDock is a CEM platform for multi-location businesses). For the most part, I am a genuine customer of the business when I do them and try to think as such, while also making notes on the survey solution. Some of these surveys can be extremely tedious and drawn out, but the most frustrating experience I frequently encounter is when I’m told that there is no chance of a follow-up on my feedback.
The real irony here is that the goal of the exercise is to improve CX, but the process offers terrible CX.
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
xSellco recently teamed up with customer journey optimization (CJO) company Yieldify to discuss what online sellers need to know about e-commerce disengagement in an age of better technology and faster internet and how consumer demands have changed.
https://www.business2community.com/brandviews/xsellco/5-steps-increase-customer-engagement-e-commerce-02025704/
In this rapidly changing digital world, a company website functions as a calling card and is often the primary channel for customer relations. As a digital marketeer, you are constantly coming up with new ways to satisfy your online customers. After a few years, your website may no longer meet requirements and you will need to develop a new website. What role can feedback play in this respect?
https://mopinion.com/new-website-5-reasons-to-start-with-customer-feedback-right-away/
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