Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights… all of the above is required to create an immersive and seamless experience for your customers.
That being said, the metric back bone of most CX programs rests in the Voice of the Customer (VOC) program. That is, those activities focused on getting customer and prospect feedback, getting it to the right people, and then doing something about it. If you are striking out for the first time to develop a VOC program or looking to upgrade your existing program here are some tips to consider.
http://customerthink.com/10-ways-to-reboot-your-voice-of-the-customer-voc-program/
The demand for constant availability of apps, sites and services is nothing new. Digital users are only getting more demanding, and businesses that ensure their services are ‘always up’ and performing will dominate those who can’t successfully tackle performance issues.
http://www.softwaretestingnews.co.uk/2018-time-tackle-new-customer-experience-challenges/
Shopping cart abandonment is an occurrence that plagues many retailers and webshops all over the world on a daily basis. By definition, shopping cart abandonment is when a potential customer starts the checkout process for an order online but drops off before completing the purchase. You will probably all agree with me when I say that the thought of the customer getting all the way to the shopping cart only to leave empty-handed is a very troublesome one, which is why it’s important to take action and stop it. While there are many customer experience (CX) solutions that can help avoid this problem, such as user feedback, ad retargeting and email recovery campaigns, there is another area that deserves some attention as well: user experience (UX).
https://mopinion.com/5-user-experience-ux-strategies-to-reduce-shopping-cart-abandonment/
Balancing user experience, privacy and security for the connected consumer is a key challenge for online businesses, according to KuppingerCole.
A change in approach will help businesses achieve the right balance between user experience, privacy and security more easily, says Martin Kuppinger, principal analyst at KuppingerCole.
http://www.computerweekly.com/news/450430785/Businesses-need-to-balance-user-experience-privacy-and-security/
The terms ‘customer experience’ and ‘customer centric’ have been around for some time. These terms are now referred to in shorthand as CX. But now a new term is emerging: HX, the ‘human experience’.
But what does this mean? Aren’t they the same thing? In commerce, customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship. Basically, it’s the steps involved and how a customer experiences their buying and customer service journey with any organisation and its people — for good or for bad.
https://www.smartcompany.com.au/marketing/sales/businesses-cx-hx-human-experience-customer-experience-outperform-market/
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/
Today’s marketers are placing the ‘customer’ at the front and center of all its processes as key to sustaining and growing the brand and business.
Customers are more demanding than before. That is why Customer Experience (CX) is critical for companies to differentiate themselves from competition, improve customer satisfaction, foster loyalty, reduce churn and ultimately, increase revenue.
http://business.inquirer.net/252024/customer-experience-cx-biggest-driver-digital-transformation/
Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
By now, you’ve heard about the importance of both UX (user experience) and CX (customer experience) when it comes to a company’s survival. While that’s true, a lot is still unclear about which is actually more important to prioritize.
The answer? Both.
UX is reflective on the usability of a company’s website, whereas CX focuses on customer interactions and meeting overall expectations. The UX of an airline company, for example, would relate to the usability of the mobile app interface and website: how easy it is to purchase flight tickets, access flight information, download a boarding pass, etc.
https://www.martechadvisor.com/articles/ux-and-cro/cx-vs-ux-is-one-more-important-than-the-other/
In recent years, developing a great user experience has become critical for success in software development. With so many different options for products, users have the power and freedom to choose to use those companies with which they have the best experience.
https://sdtimes.com/differentiating-customer-experience-traditional-software-user-experience/
