The digital customer experience evolves rapidly. With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Smart CX strategies focus on not simply implementing new ideas for a quality experience, but also improving upon how customers currently interact with the overall digital presence. Here are 4 tips for improving the digital customer experience in 2019.
https://smartercx.com/4-digital-customer-experience-strategy-tips-for-2019/
Here is some advice for entrepreneurs and even managers in corporate companies. Never assume you really know your potential customer. Ever. That will force you to do several things:
https://www.forbes.com/sites/bernhardschroeder/2019/03/02/entrepreneurs-customers-are-not-always-right-but-they-are-never-wrong-learn-the-five-key-insights/
Some companies think digital transformation is about efficiency—saving time and money, beating competitors to market, and wooing customers with fancy apps and tech bling. They’re wrong. As I’ve said for years now, digital transformation is about one thing: improving customer experience. And many companies are finally starting to realize that customer experience management needs to be on their radar if they want to thrive in 2019. Here’s what good customer experience management looks like.
Knowing CX is everyone’s job. Think back to the last time you had a fulfilling customer experience. Can you even remember? Overall, CX is incredibly fragmented today—a jumbled mix of digital phone trees, somewhat articulate chatbots, disorganized web FAQs, and glitchy apps—that customers are starting to clamor for more and better. What if your company was the one who rose to the top—exceeded expectations—provided a seamless web to mobile experience? You’d instantly rise to the top of your industry.
https://www.forbes.com/sites/danielnewman/2019/02/28/5-digital-transformation-trends-reshaping-customer-experience-for-2019/#30a751553fbc/
Launching a business is incredibly exciting, particularly if you’re fresh to the world of entrepreneurialism. Everything feels raw and vital: a bright future is ahead of you, and you’re ready to chart the course of your destiny. However… it isn’t that simple. Whether you’re planning to sell products or offer a service, you’re going to be dealing with customers — which means taking all the ideas that you’ve kept private and subjecting them to broad scrutiny.
https://mopinion.com/what-new-business-owners-always-get-wrong-about-customer-feedback/
"If you believe you do not have the budget to do both you are missing an opportunity to improve on your bottom line, CX data tells you what your customers’ perceptions are of the services you are marketing and providing, whereas Mystery Shopping data is a reality check of what is actually being delivered toward your brand promises.
For the remainder of this blog I will be going into more detail on why you should conduct a mystery shopping program in tandem with your CX program."
https://www.business2community.com/customer-experience/cx-mystery-shopping-great-questions-to-consider-02174996/
In this customer story, Sanne IJben, Customer Experience Manager at Robeco tells the story of Robeco’s transformation and how Mopinion has helped her organisation reach its online goals…
https://mopinion.com/robeco-improves-the-online-experience/
Salespeople should stop looking at feedback as complaints. They tend to attach a negative aspect to it, so they are rarely happy to get it. But in fact, feedback is essential to their success, even when it truly is negative. Why? – Because it teaches you where you need to make improvements in your offer.
According to survey findings by ReviewTrackers, 53.3% of customers expect businesses to respond to their reviews within a week. Chatmeter found that failing to reply to reviews will increase the customer churn by up to 15%. We’re talking about online reviews here, but we can safely extend those expectations to the feedback that customers give for any products they purchase.
As a salesperson, you should never ignore feedback data. In fact, you should ask for it. But how should you collect customer feedback, and how should you analyze it? You should have a methodical approach to this. Let’s start by listing the main questions that you should ask when collecting and analyzing feedback data.
https://salespop.net/sales-professionals/7-questions-to-consider-when-analyzing-customer-feedback/
Mopinion is proud to announce the launch of its very own survey marketplace! It’s the perfect way to learn more about the ingredients needed to create and employ powerful online surveys. Choose from one of our eight survey template categories and access nearly thirty live template examples, a list of benefits for each survey, and advice on which questions to use.
https://mopinion.com/introducing-the-mopinion-survey-marketplace/
The pace of change in the world of B2B is famously rapid, which makes the task of generating impactful strategies difficult: no sooner have you settled on and refined your plan of action going forward than you realize a competitor is achieving results with a technique or tactic you’d never even heard of, let alone mastered. The increasing sophistication of artificial intelligence makes this unavoidable to a degree, but the best thing you can do is cover all bases, frequently refresh your knowledge of the emerging technologies, and commit wholeheartedly to your own tailored, data-driven processes.
https://www.forbes.com/sites/lilachbullock/2019/03/06/5-b2b-tips-and-strategies-that-you-need-to-know-in-2019/
There's been a lot of talk lately about customers having the power and being in control. In a world where brands are trying to develop relationships with their customers, what does that really mean? Do customers want to be in relationships with brands? Do they want to be in control? Should brands be in control?
First things first: a refresher. What is the customer experience? I define it as the sum of all the interactions that a customer has with an organization over the life of the relationship with that company. More importantly, it's the feelings, emotions and perceptions the customer has about those interactions.
https://www.forbes.com/sites/forbescoachescouncil/2019/03/05/do-customers-really-want-to-be-in-control/
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