Over time, customer journey mapping has become a wildly accepted tool, and leaders are far more willing to leverage their power; particularly, when given guidance on how to construct a map that will offer visibility to improvements across people, process, and technology.
While customer journey mapping is popular today, I’ve often seen companies benefit from four strategies to garner more value from mapping efforts. I’ll list these four approaches below and discuss two of them this week and the other two in next week’s blog.
http://customerthink.com/customer-journey-mapping-and-the-road-beyond/
Online content and digital assets are present in every stage of the online customer journey—from awareness and promotion to purchasing and brand loyalty. Whether this content is used for marketing purposes or purely for design, it’s the flesh and bones that shape your whole brand identity. And that is precisely why it’s important to get yourself on the right track towards crafting a winning content strategy. The question is: how?
The internet is already flooded with content and there’s no signs of it slowing down...
https://blog.bynder.com/en/how-to-enhance-your-digital-content-with-online-feedback/
Real-time feedback tools give you the ability to act on customer concerns while they are still experiencing your service. Such a data source assists in better understanding the active guest journey. It does this by providing insights into whether visitors are enjoying their experience and how it can be improved. Based on the feedback received, appropriate action can be taken to improve the visitor experience. This can be done while the guest is on-site. As a result, it can neutralize any potentially negative feedback before the guest leaves.
Below are three ways real-time feedback tools help drive the guest experience.
https://blooloop.com/real-time-feedback-guest-experience/
It’s official: when it comes to customer relations, the days of relying solely on salespeople and evangelists to build trust with your customers are long gone. In my time as a senior executive at various companies, as well as a consulting partner with Accenture, I’ve witnessed a shift in how vendors engage with their buyers, and in turn, how buyers engage with their vendors.
Research tells us that nowadays a buyer has completed up to 80% of the “buyer journey” before ever interacting with a salesperson. Companies that once relied on “wining and dining” potential customers are now finding themselves in a sales slump, and buyers who don’t make their voice heard to their vendors are consistently left disappointed by those vendors’ product releases and business strategies.
https://www.informationweek.com/strategic-cio/it-strategy/collaborative-design-let-the-customer-guide-the-way/a/d-id/1332218/
Online customer reviews can make or break your business. Entrepreneurs find it a priority to learn to react to people’s feedback, both positive and negative.
The owner of EssayPro (an essay writing service that provides students with academic papers of all kinds) says, “Reviews can considerably affect the business’s reputation. At the same time, it can be truly eye-opening.” He finds it important to read the reviews, respond to the customers, and tells that the below techniques of dealing with the issue “have proven effective”.
http://customerthink.com/7-effective-ways-to-respond-to-customers-feedback/
As businesses owners, our tendency is to think of business in terms of quantity. After all, we’re programmed to think that more is better: more customers through your door means more sales, and more sales means bigger profit for you.
But in reality, not every single person who goes through your door actually goes out having bought something. On the other hand, you can always rely on loyal customers to always spend their money on you. They’re 50% likelier to try new products and 31% likelier to spend more than new customers.
The moral of the story is simple: at the end of the day, it’s wiser to focus your efforts into retaining customers than acquiring new ones because doing so saves you money and creates profitable brand loyalty.
http://www.sitepronews.com/2018/07/03/how-customer-feedback-results-in-better-customer-retention/
While no one likes to hear where they’ve gone wrong, it’s often important that we listen to constructive feedback when it’s given. While praise is always welcome, it doesn’t often tell business-owners and managers where improvements in services and products can be made.
In many cases, it is the criticism from customers that allows you to improve your offers. Not only should you listen to constructive feedback — you should actively seek it. And you can do just that in a number of ways.
https://www.questionpro.com/blog/acquire-reliable-customer-feedback/
Front-end collaboration with cross-functional partners, closing the feedback data loop and hiring people who want to be customer-led are the keys to successful customer service evolution.
That at least is the secret sauce for the customer experience team at US burger chain, Wendy’s, who took to the stage at Salesforce Connections this week to share how the brand transformed its customer service management programs in order to better meet customers in the channels they want to engage through.
https://www.cmo.com.au/article/642471/how-wendy-cx-team-harnessing-social-digital-service-successfully/
Today, one poor customer service experience can trigger a customer to switch to your competition. According to a Forrester report, customers are increasingly driving up revenue risk, as they don’t mind doing business with competitors if their expectations are not met. The report also estimates that firms will experience a 25-50% increase in revenue risk due to bad customer experiences, so efforts to retain customers must be given the utmost importance.
https://www.forbes.com/sites/forbestechcouncil/2018/06/26/it-is-time-to-reinvent-your-customer-retention-strategy/#2a83db80152a/
As customer experience grows as the key differentiator between businesses offering the same services or products, brands need to be listening to their customers.
According to a study by Walker, by the year 2020, customer experience will be more important than even the price of a product. Meaning that customers won’t care that they have to pay more if they know they will receive exceptional treatment.
http://www.bizcommunity.com/Article/196/33/179007.html/
Website Feedback News is a global community of people working or interested in Website Feedback, UX and technology.
