As we enter the new year, it is natural to predict what new trends, technologies, and advancements will be at the forefront of industries in the months ahead. Customer experience is no different. In 2018, we saw the impact major brands faced when they broke the trust of their customers. From criticisms of lack of transparency, data breaches, or high profile poor treatment of passengers going viral on social channels, organizations recognize more than ever the importance of investing in earning and maintaining the trust of their customers. Earning that trust means demonstrating that you’re actually listening to customers, and for most organizations, that process starts with establishing a customer feedback program.
It’s not easy to win customer loyalty and trust, and it’s even harder for companies to regain trust when they have violated it. In 2019, I expect we will see companies develop a renewed focus on having ongoing and engaging conversations with customers. To foster these conversations, companies need to deliver a feedback experience that meets the customer in a natural way, is quick for the customer to complete, and makes the customer feel heard. Organization need to take action based on insights gained from these conversations to improve the customer experience.
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=129486/
The holiday season is in full swing. And while most ecommerce businesses have been preparing for this for months already, we can’t help but notice that many of these same businesses are missing one important element in their strategies. Sure, they’ve optimised their mobile apps, set up various discounts and promotions to reel customers in, and updated their merchandising strategies…But what about the customers? How are they experiencing the holiday rush? Are there certain funnels in which they’re struggling?
https://mopinion.com/tis-the-season-for-customer-feedback-heres-why/
Before going out to get feedback it is important to determine what it is you’d like to know. Are you seeking information on your existing products and services and how these are being used? Do you want to review the problems, challenges and opportunities that your customers face? Are you planning new product development?
https://brainmates.com.au/how-to/how-to-get-customer-feedback-and-input-quickly-and-easily/
Data management platforms, or DMPs (which is ‘agnostic’ and plugs and plays with any system) allow marketers to personalise at scale, with the flexibility they need: they can orchestrate messages in real-time across any platform, from a cutting edge smartwatch to an ancient CRM system.
https://mopinion.com/humanising-marketing-with-data-management-platforms/
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