Tags: cx*

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  1. Voice of Customer (VoC) technology presents as a digital loop closer for many of the systems which interact with the customer and produce data for driving better customer experience (CX).

    With the rise of CX as an aspiration and a concept, VoC solutions have followed in their wake as a practical way to obtain, analyze and measure customer feedback across multiple channels. Many of these solutions can be automated and integrated across other systems and solutions.
    https://www.cdotrends.com/story/14239/pumping-volume-voice-customer/
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  2. 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/
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  3. 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/
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  4. I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest.

    By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX work—changing processes, building new programs, studying company metrics on customer satisfaction—that we overlook or take for granted the one-on-one aspects of CX. The challenge increases the more a CX program grows and the more we involve the entire organization in our work.

    Are our employees communicating appropriately with customers? Do they have skills for turning around an unhappy customer? Do they listen—really listen—to what our customers have to say?
    https://customerthink.com/one-on-one-cx-5-tips-to-ensure-first-responders-are-great-with-customers/
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  5. Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.) The scene at work is the same: subscriptions abound for things like Salesforce, teleconferencing services, training programs, Harvard Business Review…
    http://customerthink.com/empowering-your-team-to-deliver-kick-ass-customer-experience/
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  6. The world around us is becoming increasingly digital and we are more connected than ever before. This impacts all areas of our lives, including how we shop. Previously, consumers would pick a product based on a brand’s advertising. Today, they often favor online reviews and other user-generated content.
    https://www.forbes.com/sites/forbestechcouncil/2019/02/26/taking-a-social-approach-to-cx-in-the-digital-age/
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  7. How do you ensure your e-commerce brand is able to stand out among its competitors and impress your customers? You focus on customer experience (CX) with great intensity. A full 76% of consumers see CX as a clear indicator of how much your company values them. Today, 89% of organizations are already competing on customer experience. No wonder as good CX also translates into profit. According to Forrester, improving CX can increase profitability at a rate of 5.1 times compared to those who do not.
    https://www.forbes.com/sites/andrewarnold/2019/02/13/5-cx-improvements-e-commerce-brands-have-to-make-this-year-to-remain-competitive/
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  8. The impact of employee experience on customer experience has been explored in great detail. In fact, “happy employees equal happy customers” has become a motto for some of the world’s biggest brands. But what about the inverse? Does making a customer happy make an employee happy?

    In research from 2012, professors from Hallym and California State University suggested it was a one-way relationship – that while higher employee engagement caused higher customer satisfaction, it wasn’t as strong the other way around.
    https://www.forbes.com/sites/sap/2019/02/11/do-happy-customers-equal-happy-employees/#67c869626a3e/
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  9. Over the past few months I’ve chatted with people from a lot of companies who say their 2019 goal is to become more customer-centric.

    In each of those conversations, I emphasize that the most impactful change is creating an environment where all employees, regardless of title, see the customer as their North Star. To catalyze this transformation, customer experience (CX) champions should analyze feedback with empathy, operationalize insights throughout their organizations and foster constant communication about their most important stakeholder: the customer.
    https://www.cmswire.com/customer-experience/become-a-customer-experience-champion-and-create-a-team-of-champions-too/
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  10. “We want to give our customers all the tools they need to reach their goals on our online platforms. Be it from tracking their orders to ordering their preferred sneakers, their expectations need to be met online. Therefore we’re focusing heavily on providing self-service and online assistance when and where our customers need it. The customer should have multiple options to find answers to what they’re looking for.”
    https://mopinion.com/customer-success-story-de-bijenkorf/
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