Experience builds trust. Trust builds loyalty. That’s the crux of B2B marketing today. Customers are more likely to remember bad experiences and spread the word among the buyer community. However, experience has moved beyond reputation management initiatives. Today, it’s part of digital transformation that separated high-performing marketing and sales teams from laggards in the MarTech hype cycle.
It’s practically hollow to expect Marketing Technologies to deliver on ROI without analyzing their impact on customer experience. Be it for B2B or B2C, there is ample buzz around the serious business results achieved with the successful adoption of customer experience measures.
https://martechseries.com/mts-insights/staff-writers/moment-truth-cant-ignore-customer-experience-initiatives-anymore/
In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app or mobile site.
With over 40% of online transactions and growing, mobile is eating the world day by day. When a customer sets out to learn and make a decision, the smartphone is the gateway to discovery.
Smartphones, popular apps and on-demand services push consumer behaviors in new, disruptive directions. As a result, customers are introduced to direct and even unorthodox ways to discover relevant information, insights and desired outcomes.
https://www.forbes.com/sites/briansolis/2018/07/11/mobile-is-eating-the-customer-journey/#70bc3efb76f6/
In this webinar, Mopinion is joined by special guests Stephan Brandenburg & Iris Rabenberg of major retail company, De Bijenkorf (part of Selfridges Group). These two share some interesting details on how they gather and get the most out of their online customer feedback data, from collection and the application of triggering techniques, to managing/structuring the data and their key findings.
https://mopinion.com/missed-our-webinar-with-selfridges-group/
The global network test and measurement market is a multi-billion dollar industry and plays a key role in the development of new products and technologies and drives ongoing improvements to mobile quality and customer experience. As the world becomes increasingly mobile, testing and measuring mobile network performance has taken centre-stage and the industry has come a long way since the old ways of manually ‘road-testing’.
https://www.itproportal.com/features/measuring-the-mobile-user-experience-an-evolution-from-man-with-a-suitcase-to-mass-sourcing/
For decades technology has been focused on the user experience. After all, if the average user can’t understand how to interact with the features of a device or an app, that device or app is destined to be an abject failure. Yet, in recent years, the UX community has undergone a revolutionary shift: Instead of focusing on users, most UX professionals focus on customers.
The difference between user experience (UX) and customer experience (CX) is a subtle one, but it is one that is incredibly important to the field of design. For those interested in pursuing user experience design degrees, this is the history of the transition from UX to CX and what means for the future of design.
https://customerthink.com/how-ux-became-cx-the-rise-of-customer-focused-design/
Insightful guest post by AB Tasty about the power of Website Testing and Personalisation and how these two contribute to achieving an increased Customer Experience and therefore, increased Conversion Rates.
https://mopinion.com/how-to-increase-cx-through-testing-and-personalisation/
"We've asked some of the industry's most knowledgable boffins to break down industry jargon to help you through those confusing meetings and indecipherable conferences. This week, Yell's Nigel Roberts explains the difference between UX and CX."
https://mumbrella.com.au/how-does-ux-and-cx-work-525429/
Keeping up with technology is a priority for grocers, with omnichannel initiatives leading the way.
According to Progressive Grocer’s 85th annual industry survey, nearly three-fourths of respondents plan to increase their tech spending in 2018.
Technology has jumped to the third most pressing concern for grocers, trailing only labor issues and competitive threats. Last year, grocers ranked technology ninth on Progressive Grocer’s annual survey.
http://customerthink.com/grocers-are-connecting-omnichannel-excellence-to-better-cx/
Measuring CX is vital, but given the host of measurements out there, it's a complex task. Gartner distinguished analyst shares his thoughts on everything from NPS to customer effort scoring
https://www.cmo.com.au/article/642640/gartner-what-it-takes-measure-customer-experience/
Times are changing and customer priorities are shifting. In fact, experts are predicting that by 2020, Customer Experience is set to take higher priority among customers than product or price. At this point, most businesses have read and understand that it’s an important factor if they want their business to be successful, but not all businesses have the means to monitor and improve their efforts. Want to make sure your CX goes above and beyond that of your competitors’? Try one of our free customer experience survey templates from the Survey Marketplace!
https://marketplace.mopinion.com/products-category/customer-experience-cx/
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