Tags: cx*

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  1. We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
    https://mopinion.com/what-is-the-customer-experience-gap/
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  2. Allow me to start with a quick summary of this article:

    There's a 270% gap in conversions between desktop and mobile, because mobile websites suck and we’re all doing it wrong. (Now that I’ve gotten that out of the way, I’ll explain why and what needs to be done to fix this.)

    At its essence, responsive design is supposed to make a cross-device world a more seamless experience by adapting your desktop design to a smaller mobile screen. Unfortunately, condensing all that desktop content into such a small screen has the exact opposite effect — it's actually causing huge loss in conversion rates. But how?
    https://moz.com/blog/responsive-design-fix-conversions/
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  3. I recently took my car in for servicing and got it back the same day. But after less than an hour, the problem reappeared. I took the car back, and after some delay, the issue was resolved. While I was collecting the vehicle the service associate informed me I would be receiving a survey, and asked if I would kindly give him a 9 or 10. After sharing my story with friends, I realized that my experience was no exception, which prompted us to launch our own survey on the premium and luxury automotive segment. We found that the customer experience (CX) with most brands was poor, yet most of them were boasting about their high customer satisfaction rates. This inevitably led to the conclusion that CX measurement is flawed.
    https://www.forbes.com/sites/forbesagencycouncil/2019/04/30/customer-experience-cx-programs-past-present-and-future/#103083671b26/
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  4. In today’s customer-centric world, the manner of communication has drastically changed from the perspective of ‘me’ to ‘you’. The target audience is at the centre of it. Customer Experience (CX) is integral than ever before. As experts from Walker state, it has all chances to overtake price and product as the key brand differentiator by 2020.

    Nowadays any business is a digital business, whether it is using digital solutions for managing its employees, providing better service for its clients, or gaining a competitive advantage in the market. User Experience (UX) of all these solutions play a crucial role in the customer journey and overall business success. That’s why global giants like Google, Airbnb, and Amazon have already integrated User Experience into the core of their business processes. So, let’s discover the philosophy of UX and the influence it has on the customer’s overall satisfaction with the product and the company.
    https://www.business2community.com/brandviews/freshdesk/ux-and-its-impact-on-customer-experience-02176828/
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  5. 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/
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  6. Improving the customer experience (CX) is on the priority list of just about every organisation globally these days.

    Yet it feels like little genuine progress has been made. It is still too difficult to discover new products on the web, find merchandise information and even purchase goods online, especially if companies were truly as customer-centric as many claim to be.

    Why is this? Why are brands struggling to improve the customer-facing parts of their businesses – and what can marketers do to help?
    https://econsultancy.com/what-is-ideal-customer-experience-why-elusive-for-brands/
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  7. No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. With all the tools that are available to help brands engage with their customers -- from social media to artificial intelligence-based resources like product recommendations and chatbots -- there are more opportunities than ever to create powerful customer experiences that build loyalty and drive sales.

    But these tools aren’t going to use themselves, nor will a CX-focused culture spontaneously arise on its own. Brands need to make CX a priority at every level, from the first moment a consumer decides to explore their products online to the final step of the customer journey to the ongoing relationship that may last for years or even decades.
    https://www.forbes.com/sites/forbescommunicationscouncil/2018/12/11/why-customer-experience-has-never-been-more-vital/
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  8. 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/
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  9. Jamie Dickinson, retail sales director for UK and Ireland at Datalogic, reveals the four areas retailers should be focusing on in 2019 to improve customer experience.

    Barcode technology has played a vital role in retail for more than four decades. To create more personal, meaningful and seamless in-store experiences you need to harness data. However, before you can leverage it, you need to capture it.

    In the next 12 to 18 months, we believe there are four areas in which data capture technology will have the biggest impact.
    https://www.retail-week.com/retail-voice/four-ways-to-revolutionise-cx-with-data-capture-tech/7030182.article?authent=1/
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  10. Many customer experience (CX) transformations stall or fail because marketers can’t show how their efforts create value. Isn’t it about time we created a better way to quantify customer experience? asks Jean Belanger, CEO and co-founder of Cerebri AI.
    https://www.martechadvisor.com/articles/customer-experience-2/why-marketers-need-a-better-way-to-quantify-customer-experience/
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Mopinion is a proud sponsor of User Experience News. The voice of the online user is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Experience Tools in order to collect experience from the user. Mopinion takes it one step further and offers a solution to analyse and visualise User Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing experience, it is about how to make sense of the data.