The Customer Experience (CX) industry is at a crossroads. Despite much enthusiasm at executive levels, with massive investments in CX teams and initiatives over the past decade, only one in four companies are able to quantify CX benefits or gain a competitive edge.
The research goal was to understand what differentiates Winning CX initiatives to help CX leaders improve their odds of success. A rigorous quantitative study of over 200 CX initiatives found the majority (58%) in a “developing” stage — seeing signs of progress but unable to clearly demonstrate business value to top management.
http://customerthink.com/customerthink-research-finds-75-percent-of-customer-experience-cx-initiatives-fail-to-prove-business-value/
You probably said “customer” without even thinking about it, right? And you would be correct! But, to design your service experience intentionally around your customers’ needs and wants, you must have a deep understanding of who your customer is.
At Disney Institute, we examine the idea that too many organizations limit themselves to a tunnel-vision approach while designing their customer experience. They think: “We know our customers don’t like to wait in long lines” or “We know they expect us to answer the phone after so many rings.”
https://www.forbes.com/sites/disneyinstitute/2019/01/17/harness-your-listening-posts-to-enhance-the-customer-experience/#6947b58416bf/
CUSTOMER experience or CX is essentially the interaction between any enterprise with its customers that could be in the form of product awareness, discovery, purchases, and delivery of services.
Companies with impeccable CX strategies and implementation often reap the benefit in many ways, including increased customer satisfaction rates, reduced customer rate, and increased revenue.
And accordingly more and more senior executives and business leaders are shifting their focus on their CX strategies and making it their companies top priority, on the firm belief that investment in enhancing CX will be beneficial in both short and long-term for an enterprise.
https://techwireasia.com/2019/01/how-to-create-a-great-cx-strategy-for-your-business/
Go with your gut is an old adage that we throw around quite often in the English language. It means follow your intuition or instincts (based on your “gut” feeling). However, when we apply this expression to business world, it isn’t always fitting, much less advisable – especially when it comes to A/B testing. Used to test multiple variations of a web page or app screen, A/B Testing is one of the most popular methods for improving conversion rates. According to eConsultancy, approximately 61 percent of companies carry out less than five tests every month. However, what many of these companies miss in their testing strategies is a concrete way of constructing hypotheses for future A/B testing. Thankfully, there is online customer feedback…
https://mopinion.com/optimise-ab-testing-online-customer-feedback/
Every experience we go through is connected to our power as consumers. And experience surveys have become part of nearly every brand interaction we have.
Last month, I went to a museum and was solicited for feedback. My grocery store surveys me on my delivery experience. As consumers, we asked to be empowered to give feedback… we certainly got what we wished for! So then why are we still having bad experiences? If brands care so much about our feedback, why there is no impact to our journeys?
http://customerthink.com/why-customers-are-not-responding-to-your-surveys/
Customer feedback surveys are big business. But before you switch off, there is no reason why retailers of all sizes cannot benefit from them — on and off line, even little mom and pop stores. The problem for a small business owner is where to start? How can you be sure you are talking to the right people and delivering a good survey experience?
The people who take part in feedback surveys believe that the companies they are responding to genuinely care about their customers; this is likely a contributing factor as to why they answer a survey in the first place. If constructed well, these surveys not only provide retailers with key data on how to improve the customer purchase experience, but also create the perception of a brand that truly cares about their customers.
https://www.retailcustomerexperience.com/blogs/whats-important-when-it-comes-to-collecting-useful-customer-feedback/
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/
Every product or service is made for its customers. It's created to either solve their problems or fulfill their needs.
Your product or service revolves around your customers and their experiences, and every single day, you're making significant efforts to provide them with a positive experience.
https://blog.hubspot.com/service/customer-satisfaction-survey-examples/
Gathering customer feedback and incorporating the data you collect as part of your marketing process will empower you and your team to drive effective strategies and resonate with audiences beyond your normal reach.
https://www.business2community.com/marketing/how-to-reach-your-customers-through-data-driven-marketing-campaigns-02159637/
More than half of Australian consumers abandon customer feedback surveys because they are too long, with a quarter dropping out because they don’t expect resolutions to their concerns, a study on customer engagement has revealed.
http://www.bandt.com.au/marketing/study-lengthy-surveys-fail-improve-customer-experiences-australian-brands/
Bookmarks on this page are managed by an admin user. 
