Is Your Online Experience Your Customer’s Worst Nightmare?

Experience Investigators by 360Connext

Reviewing customersonline experience is one of the most common ways we at 360Connext help our clients. It’s part of out trademarked process called Customer Experience Investigation, which covers everything. Sure, it may work the way it’s “supposed to” and contain information you feel is useful to the customer, but it’s not easy to access or it’s often unavailable (e.g. live support, customer service call centers).

The Essential Guide to Digital Customer Engagement

Ecrion

How to Boost Digital Customer Engagement | Measuring Digital Customer Engagement. Customer engagement has always been a key element of any business marketing strategy. How to Boost Digital Customer Engagement . Chatting with Customers.

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Lessons Learned from the Frontlines of CX: 7 Major Trends that Impact Customer Engagement

Bold360

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As self-service tools improve, customer adoption is rising. .

Connecting with Customers In The Moment: How These Brands Nailed It

Experience Investigators by 360Connext

Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. Considering who your customers are and what they’re experiencing in the moment can say a lot about how much your organization really cares about them. Think of what even your satisfied customers might exclaim while interacting with your brand.

Customer Experience Is… What, Exactly?

Experience Investigators by 360Connext

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context. Unhappy customers will harm your brand. Customer Journey Mapping.

Challenging Your Focus on Customers

Experience Investigators by 360Connext

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. Listen to your salesperson’s product demo or and see how many times “this product,” “our product” or the name of the product is mentioned compared to discussing what customers have shared about how it meets their needs.

A Dozen Crazy Customer Touchpoints Translated

Experience Investigators by 360Connext

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. We know you mean well, but most customers won’t give you an A for effort when it causes discomfort or just gets in their way!

How to Segment Your Customers to Grow Revenue

GetFeedback

While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization. Customer segmentation is the solution you need. Defining customer segments. Once a business defines the customer segments it will target, it often creates customer personas.

Digital Transformation Didn’t Work: This Is What You Should Do Now

Beyond Philosophy

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence. If you are separating the online channel from the brick and mortar channel, or the mobile online experience from the mobile app, you are missing the advantage of having a consistent experience. Train customer staff across all channels.

Sports 114

Customize Your Customer Experience For Each Generation

Storyminers

If the majority of your customers are baby boomers or Gen Zers, then marketing is a simple matter of reaching that generation where they spend the most time and in a way that speaks to them. How do you customize your customer experience to appeal to various age groups while remaining relevant to all of them? Here are nine ways to customize your in-store and online experience to reach multiple generations: 1. Engage Generations.

How COVID-19 has Driven Digital Retail

Kitewheel

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. Digital commerce may continue to be the preferred route for customers whether for safety or convenience. To thrive, retailers must have a successful online store.

How to Customize Your in-Store/Online Customer Experience to Appeal to Different Generations

Storyminers

If the majority of your customers are baby boomers or Gen Zers, then marketing is a simple matter of reaching that generation where they spend the most time and in a way that speaks to them. About 73 percent of traditionalists and 67 percent of baby boomers prefer to interact in a store, while the younger generation takes the opposite approach, with 66 percent of Generation X and 64 percent of millennials preferring to interact online. Engage Generations.

How To 100

Subconscious Clues That Call People to Action

Beyond Philosophy

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. By paying attention to the subconscious ways you help your customers make a choice they are happy with, you create a win win for everyone involved. Of course, these examples are about the subconscious experience as none of these things make sense.

Retail 101

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? It’s true that in some sectors, such as online retail, convenience and speed has seemed to overtake more social elements of loyalty and loyalty programs – games, comments, reviews, and product sharing. Michael Lowenstein, Ph.D.,

How Visual Transformation Will Revolutionize Customer Service

TechSee

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. This remote and digital-first world has made service organizations rethink how to engage with customers. Visual = Engaging.

Reshaping retail: 3 innovation strategies for the e-commerce era

Alida

In these precarious times, both established and new retail players need to focus on customer needs. Today’s fickle customers don’t want aisle after aisle of redundant merchandise; they want to be a part of a brand experience. Here are three strategies retailers can pursue to reorient around the customer and regain wallet share from e-tailers and other new competitors in the retail business. Boosting value and providing a seamless end-to-end customer experience is key.

Key Learnings from Cyber Monday 2018

OpinionLab

While Cyber Monday 2018 was a huge success for online retailers, with U.S. billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. Online retailers need to realize that just moving to digital is not a panacea — rather, they must give consumers a great experience at the same time. sales jumping 19.7% over 2017 to $7.9

Birdeye is recognized yet again as Experience Marketing leader by G2

BirdEye

Birdeye has been named an overall leader in categories as diverse as SMS Marketing, Experience Management, and Online Reputation Management for 12 consecutive quarters. That’s why more than 60,000 businesses trust our platform to grow business and manage customer experiences.

Becoming Customer-Centric: 5 Ways to Walk the Talk

Experience Investigators by 360Connext

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. The right way to track customer metrics can vary from company to company. Happy team members result in happy customers.

3 Guest Experience Management Tactics every Restaurant should try

SurveySensum

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. The question here is how customer experience managers of restaurants or hotels can influence word-of-mouth advertising. And the answer is simple – by offering what customers expect.

5 Keys for Multi-Channel Customer Support

Experience Investigators by 360Connext

Customers are seeking your attention in immediate and demanding ways. Welcome to Multi-Channel Customer Support. Customer Service, a stand alone department in many companies, remains a call center. Every customer can relate to the frustration of being transferred from one department to another to resolve what seems like a simple issue. That’s the same feeling customers have when it takes four different channels to get an answer.

Modernizing Your Customer Feedback Strategy Part 2: Modern Listening Methods

inmoment

Customer journeys are increasingly complex. And each customer’s brand perception is informed by an accumulation of many experiences across multiple channels. 3 Ways to Start Modernizing Your Customer Listening Strategy.

The Future of Live Engagement Is Here as Vee24 Launches V11 Intelligent Conversational Experience

CSM Magazine

The New Platform Raises the Bar for Live Digital Customer Engagement. Vee24 , the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement.

Are you ready for the customer-led economy?

NewVoiceMedia

Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. With a smartphone in every pocket, the customer-led economy is here – but are you ready? The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. What’s fundamentally changed is that your customers are not simply an audience; they’re an audience with audiences.

Why aren’t organizations embracing digital customer service?

Eptica

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. According to McKinsey, if done well it boosts customer satisfaction by 33% while reducing contact center call volume , and generating savings of 25-30%. Continuously optimize the experience.

When personalization goes wrong

Integrate.ai

Personalization is an important part of modern marketing and customer engagement. Meanwhile, companies that fail to create custom experiences for their audiences risk turning them off. Done well, personalization can leave customers feeling like brands understand them.

Customer Journeys: The Key to Customer Relationship Building

ENGAGE.cx

One of the buzzy topics at VentureBeat’s GrowthBeat conference in San Francisco last month was figuring out how to integrate all of a company’s different views of a customer. With mobile marketing, SMS, the online experience, credit card transactions, social interactions, email marketing, in-store experience, and call center interactions (whew!), Even though understanding customer journeys is incredibly complicated, it cannot be ignored.

Are you ready for the customer-led economy?

NewVoiceMedia

Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. With a smartphone in every pocket, the customer-led economy is here – but are you ready? The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. What’s fundamentally changed is that your customers are not simply an audience; they’re an audience with audiences.

Which retailers will thrive this Christmas and beyond?

Eptica

At the same time, the increasing penetration of mobile devices means people now wield greater power in the retailer/customer relationship - whether they are buying online or in-store they know that if they’re unhappy with what’s on offer from one retailer, they are just a click away from a competitor. Make even greater improvements in online customer experience A ‘one size fits all’ no longer works for today’s demanding consumers.

Customers Not Impressed With Black Friday and Cyber Monday Customer Experience

CSM Magazine

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. The 2015 Eptica Retail Black Friday Customer Experience Study surveyed the customer experience around festive shopping, particularly Black Friday and Cyber Monday, in both the UK and United States. Customer Service News

How are retailers working to improve customer experience?

Eptica

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. And with many stores often selling the same products, customer experience is a more appealing way of differentiating than competing on price (which obviously has a direct impact on margins). Driving online customers to the store In 2015 U.S.

So how did customer service perform in 2015?

Eptica

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Author: Pauline Ashenden We’ve already covered the trends that have developed in customer service last year , and now is a good time to take stock and review the statistics on how customer service fared in 2015 – what went well, what went badly – and why. In fact, 70% of the industries analyzed by the Index experienced dips in average scores for customer service.

10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers. What are customer relationship surveys?

NPS 63

Festive failings in UK customer service

Eptica

Date: Friday, December 11, 2015 Festive failings in UK customer service. Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers. What are customer relationship surveys?

NPS 40