Customer experience management (CXM) has become a new and pressing topic of discussion for CMOs across the globe – regardless of industry.
CXM is all about ensuring that a business offers a great service to the customer across its different touchpoints.
It may therefore sound obvious to state CXM must be audience or user-led, but surprisingly many businesses still believe they’ve got a handle on it by relying on their own viewpoints and opinions only.
https://econsultancy.com/10-ways-build-cxm-strategy-customer-experience/
While customer service is often considered an expenditure to be reduced as much as possible using automated messaging and chatbots, Nathalie Couët of DashThis offers an insight into how personalized service can offer an incredibly positive return-on-investment for some brands.
https://www.martechadvisor.com/articles/machine-learning-amp-ai/chatbots-automated-messaging-and-the-death-of-customer-service/
It’s easy to see a world in which the predictive capabilities of artificial intelligence (AI) will direct who we have with children with, where we live and what our next job should be. All based on the algorithm’s ever-deepening knowledge of our habits, location, family circumstances and personality.
In reality, few of us would want our lives ruled by a self-teaching algorithm. But for the majority of consumer businesses, AI (an umbrella term that includes natural language processing and machine learning) is a potentially transformative force, providing vital insights into what is happening and what is likely to happen. Advances in AI mean that what customers feel about a company or brand will drive significant change in business. These are fast-developing capabilities that no consumer-facing business can ignore if it wishes to maintain its competitive edge.
https://www.techradar.com/news/artificial-intelligence-gives-businesses-real-insights-into-their-customers/
Cynical consumers often seem to perceive travel insurers as cumbersome entities that are slow to handle claims, difficult to communicate with and reluctant to settle. A common complaint is that exclusions are often buried in small print or couched in language that is hard for the customer to understand. For insurers, finding ways to meet customer expectations – and ensuring that those expectations are realistic – has become a key issue. Digital technology enables consumers to shop around for their policies, meaning that companies that fail to meet their demands will lose out. Digital technology in the insurtech age is an ever more useful tool, offering swift online handling of claims and settlements and, for insurers who embrace it, a closer and mutually beneficial means of communicating with their insureds. “Over the last few years, there have been some incredible initiatives among travel insurers and their supporting third-party administrators to improve the customer experience and embrace the growth of app, mobile, and online journeys in the education, sales and servicing of policyholders and claimants alike,” said Carl Carter, Managing Director of Voyager Insurance.
https://www.itij.com/feature/meeting-customer-expectations/
It seems like every company out there these days is focused on improving the customer experience. In today’s world where experiences are compared across industries, it is truly one of the only ways to remain relevant with audiences.
For this reason, 72% of companies have made CX innovations their top priority and 63% have pursued technological investments to make it happen.
https://www.brandwatch.com/blog/improve-customer-feedback/
The difference between a good business and a great one often comes down to the small details. Companies who show that they care about those details are generally more successful and more popular among their customers. Any prosperous business will tell you that part of the secret of getting to the top is to be good at both eliciting and listening to feedback.
https://www.netigate.net/articles/customer-satisfaction/improve-customer-feedback-five-top-tips-getting-helpful-comments-customers/
You might think you put your customers first, but how customer-focused would your clients rate you on a scale of one to 10? And when was the last time you asked?
In a study by Bain & Company, nearly 95 percent of companies surveyed claimed to put customer service at the forefront, while 80 percent maintained they provide a superior level of service. Shockingly, a mere eight percent of those companies’ customers agreed. And, as the old saying goes, the customer is always right. So how can you determine, without a doubt, if the customer experience you provide measures up to your core customers’ expectations?
The answer may seem simple enough: You ask them. But knowing what your customers think about your brand isn’t enough. If you truly want to enhance your customer experience, even if you think it already meets your company’s standards, you need to discover how to use their feedback to make the necessary improvements.
https://www.convinceandconvert.com/online-customer-experience/offline-to-online-customer-feedback-loop/
In the world of business, and more specifically customer experience, the focus on single number metrics, whether that be NPS, CES or CSAT, has for many reached mythical proportions. But very much like baseball, they rarely tell the whole story, or even the right story, when it comes to measuring true business success through a customer’s eyes, and their resulting emotions.
http://customerthink.com/measuring-what-matters-for-positive-customer-outcomes-the-end-is-insight/
Launching a company is tricky, but staying in business over the long-term is even more of a challenge. One key component to finding success for years to come is that you’re able to keep your customers happy.
The reality is that you’ll struggle to stay afloat when you aren’t able to build a solid book of business and reach your sales goals. It’s important to focus on a few critical aspects that will help to ensure you’re able to accomplish this goal and not have to shut your doors prematurely. Continue to work hard and stay focused on your client’s needs as you work through any issues that are holding you back from greatness.
https://www.dynamicbusiness.com.au/small-business-resources/hot-tips/how-to-keep-your-customers-happy.html/
Business to Business (B2B) and Business to Consumers (B2C) companies adopt different methods to publicize their products or services in order to promote the brand and gain maximum profit from it. Companies try to put in an effort and come up with innovate ways to bring out the views of customers so as to gauge what is the market status of their product or service.
Methods like customer surveys, product reviews on site or personalized review of customers on social media, targeting a specific group of audience to understand the trends, Qualitative research and more alike; are some of the ways to understand the market trends through customer reviews. Increasing online customer reviews create a state of dilemma in retailer’s mind about which reviews are correct and which are not. So by opting for third party market research surveys, do you seriously think you are building a high-end marketing strategy or just gathering information of customers which may or may not be useful?
Well, to know the answer to this, answering several why, how, which and what is important. This will clear doubts of whether survey data collection is just a data collection instrument or a real marketing strategy.
http://customerthink.com/customer-data-collection-shapes-your-marketing-strategy/
