By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation and speed are just a few – personalization has recently been found to be the #1 priority for organizations looking to improve their customer experience.
https://www.business2community.com/customer-experience/3-ways-to-do-more-with-customer-experience-personalization-02134112/
A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
https://mopinion.com/360-degree-customer-journey/
If there’s one thing we know for sure, it’s that customer experience is the fundamental driving force behind eCommerce as we know it. Gartner predicted that by this year, more than 50% of organisations would implement significant business model changes in a bid to improve their overall customer experience. So clearly we’re not just talking about the importance of having a picture-perfect online store here. Not even close. Because, in reality there isn’t a single aspect of the eCommerce journey where customer experience isn’t important. From website navigation to the checkout process, to shipping and logistics, to returns – there’s an opportunity at every step of the process to provide your customers with a positive experience or a negative one.
https://internetretailing.net/customer/customer/4-ways-that-online-retailers-can-gather-quality-feedback-to-improve-customer-experience-18019/
Personalizing customer journey leads to better customer experiences since everything you send them is relevant to their specific needs. As a result, you get better email marketing performance. In fact, 96% of organizations believe that email personalization can improve email marketing performance. And the open rate for emails with a personalized message was 18.8%, as compared to 13.1% without any personalization.
So, be sure your email marketing software makes it easy for you to personalize customer journey, and then follow these tips!
http://customerthink.com/5-ways-to-personalize-customer-journey-for-improved-relevance/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Every survey response is a chance to either improve on a not-so-great experience, or to reinforce and continue building upon an already stellar experience.
Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you.
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
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/
f you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.
Keep your survey short.
The optimum length for a post-transaction survey is two or three minutes. You should be able to get all you need from your customers in that length of time. (Any longer, and we’d argue you're trying to do too much with one feedback channel.)
Read the full article.
https://www.peoplemetrics.com/blog/designing-a-customer-feedback-survey-that-helps-you-and-doesnt-annoy-customers/
In your quest to consistently deliver remarkable customer experiences, an important question will often pop up: How do you know if something is remarkable?
Sure, you have your own internal standards of what "good" looks like within your company. Ultimately, however, your customers will have the final say as to whether or not a product, service, or experience is swoon-worthy.
As such, it's good practice to get comfortable with experimenting and trying different approaches until you find the essential elements that wow your customers over and over again.
https://www.inc.com/sonia-thompson/do-your-customers-really-love-you-here-are-3-ways-to-find-out.html/
Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.
https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
Customer feedback plays an essential role within organizations, allowing you to obtain invaluable customer data and adapt the delivery of your customer experience accordingly.
Today, almost all companies are conducting customer feedback surveys in order to gain a better understanding of how their customers view their business, products, and services, as often the customer journey as a whole. But the fact is that the CX feedback you’re basing key decisions on, could well be misleading, inaccurate, incomplete, or just plain wrong. It’s not that your customers are lying to you or not ‘coming clean’, rather, the feedback you do get is not giving you the complete picture.
http://blog.genesys.com/how-accurate-is-your-customer-feedback/
