Data is no longer a level playing field. Companies that leverage AI and machine learning software have a leg up over competitors who are still only using data to look backwards. Research shows that 77% of high-performing customer service teams rate their ability to leverage artificial intelligence as excellent or above average. Companies that get predictive analytics right can greatly improve their customer experiences.
There are seven types of analytics we can pay attention to when it comes to customer experience. Each type helps gain better understanding of customers and improve the overall brand experience.
https://www.forbes.com/sites/blakemorgan/2019/01/16/7-kinds-of-predictive-analytics-for-customer-experience/
With a new year comes new opportunities to examine the experience being offered to customers and to find ways to continually improve it.
Recently, customer experience (CX) professionals, thought leaders and members of the CX Accelerator community shared their New Year’s resolutions on the Experience This! Show podcast. These can be used as thought-starters for developing customer experience goals for 2019 in your business.
https://www.forbes.com/sites/dangingiss/2019/01/03/13-customer-experience-professionals-share-their-cx-new-years-resolutions/
There is a deluge of website feedback tools. Because of the diversity of feedback applications, you quickly lose the overview and it is not always clear where exactly the difference lies. What can be accomplished with which tool?
https://mopinion.com/31-website-feedback-tools-an-overview-and-comparison/
Are you executing a fly-by, or really getting into a close orbit with your customers?
https://www.forbes.com/sites/sap/2019/01/02/understanding-your-customers-experience-are-you-in-orbit-or-just-flying-by/
We’re noticing a disturbing trend: industry reports are pointing out that most VOC programs are struggling to prove value. Some reports say that as little as 15% of today’s organizations feel their programs are successful. What’s behind that?
Software seems to be getting the blame for the lack of VOC success, but it’s not always the software that’s the problem.
Many companies have the wrong expectation of what software is meant to do in a VOC program. And to make it worse, companies rarely wrap their software investment in the right CX strategy – one that guides action and cultural adoption.
http://customerthink.com/are-you-expecting-too-much-from-your-voc-software/
In today’s ever-accelerating digital world, most brands know that winning the battle for customers depends on exceptional customer experience (CX).
A relatively new type of effort called customer success (CS) — particularly prevalent in the B2B tech sector — brings a set of parallel tactics that CX leaders in any market should pay attention to.
https://www.cmswire.com/customer-experience/why-brands-must-unify-customer-experience-and-customer-success-and-how-they-can-do-it/
To experience something is to be alive, to feel and to remember. The CX community often forgets that. As soon as we add the word "customer" to experience, it suddenly loses its depth and becomes yet another marketing buzzword to add to our ever-expanding lists. But for customers, real experiences – whether physical or digital – are still just as emotive and memorable as ever.
So why aren’t CX strategists, whether they’re marketers, technologists, service or support executives, adapting to this idea? The problem is quantification--or more accurately, uninspired quantification.
https://www.forbes.com/sites/briansolis/2018/12/06/customer-experience-isnt-a-thing-its-a-feeling/
A colleague recently ran into a very frustrating customer experience. This situation raises the question— why are so many companies placing the burden for good CX on the customer?
"After several unsuccessful attempts to pair a new smart home device with a product’s app, my colleague contacted customer service. In response to her inquiry, she was presented with a lengthy set of emails that detailed how she needed to completely reset her Wi-Fi router settings– in order for the app and device to work properly! Their attitude was that the customer had the burden of making many changes so their app would work properly!"
The company’s position was that the burden for good product results was on the consumer. The brand did not feel it had to accommodate customer’s reasonable needs!
So, ask yourself this: Are you making it easy for your customers to buy, use, and experience your products? And if you’re not, what changes should you make?
http://customerthink.com/two-tips-to-stop-placing-the-burden-for-good-cx-on-your-customers/
Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you considered what the consumer’s experience of that might be and how that impacts on their perception of your brand? Or have you thought about some of the great opportunities the delay in your process precludes? Do you wonder what impact the delay has on future survey engagement or worse, customer loyalty?
These are some of the questions I cover in this post. The importance of capturing feedback in real-time should not be underestimated, particularly if you want to impact CX on an individual customer basis. While it is relatively easy to achieve in an online environment, it is much more challenging in a brick-and-mortar context, so I will offer some ideas on how to do it at the end of the post.
http://customerthink.com/why-you-need-to-capture-customer-feedback-in-real-time-and-how-to-do-it-in-brick-and-mortar-businesses/
Having an online business is not everything unless you are improving your user’s experience when they visit your website. Whether it is redirecting them from a certain link or creating web pages that are easy to find, you’ll have an easy time creating emotional connections with users.
But how do you create emotional connections with users? How do you help them aptly respond to issues and provide feedback? Through a digital customer experience management system. It is a program designed to help you understand how customers interact with your brand online.
https://thecostaricanews.com/how-to-improve-on-digital-customer-experience-management/
