Delivering a greater customers experience (CX) has become an agenda for almost all the brands as it plays a key role in both generating more sales and customer retention.According to a Forrester prediction, in 2019 20% of brands will throw up their hands and stop trying to win at CX.Forrester has published a new podcast with the title ‘Should You Give Up On CX? A Look At Your Much-Worse Alternatives To CX Excellence’ featuring Harley Manning, Vice President and Research Director.About the podcastIn this episode, Vice President and Research Director Harley Manning explains that,... [...]

In the era of multichannel approach to marketing, we need to utilize various platforms to enhance our sales. Omnichannel approach leads us to use a cross-channel content strategy for improving their user experience.ReadWrite contributor Reuben Yonatan has shared five ways omnichannel approach to marketing helps us improve customer experience.On multichannel optimization Yonatan says, “The major benefit that comes from offering customers an omnichannel experience is the fact that it empowers users to personalize their own experience. The customer has the control to access the products,... [...]

A new report published Acquia Inc. reveals some useful trends and feelings about the customer experience (CX).Here are the major findings. For complete details you can download the report.87% of marketers stated that they deliver engaging customer experiences50% consumers say brands don’t meet their expectationsTwo-thirds of customers could not recall when a brand exceeded expectations62% marketers plan to spend more on marketing technology in 2019.Closing the CX Gap: Customer Experience Trends ReportAcquia Inc. [...]

A customer relationship management (CRM) is helpful in understanding your customers and in further improvement of customer experience.Marketing Week contributor Tina Desai has shared a detailed article highlighting the importance of an effective CRM in the age of customer experience improvement.Desai says, “It goes without saying that positive customer experience is vital for brands to succeed, and according to the CRM Barometer 85% of UK consumers would leave a brand as a result of poor customer experience. When asked what they consider to be ‘outstanding’ customer experience, 52%... [...]

Econsultancy, in association with Magento and eWave, recently invited brand marketers for a roundtable event in Hong Kong to find out how the marketers are optimizing customer experience today.Jeff Rajeck has shared the major findings from the roundtable.Rajeck says, “Marketers told us about their best practices, trends they are noticing and challenges they face when optimizing the customer experience – and wthe highlights are summarized below.Best Practices1. Create an integrated and delightful experienceFirst off, participants agreed that there should be a close integration of... [...]

AdWeek is hosting a webinar on ‘Use Emotional Data to Drive Customer Experience: How to Win Consumers’ Hearts’ on Tuesday, July 10 at 1.00 pm EDT.The AdWeek team says, “Customers who have a positive emotional experience with a brand are 15 times more likely to recommend, 8 times more likely to trust and 7 times more likely to purchase from that brand. In fact, 80 percent of the decisions people make each day are based on emotion. But the data marketers use to drive offers, actions and interactions often lacks emotional content. This is the “emotional paradox,” and it’s... [...]

AdWeek is hosting a webinar on ‘Use Emotional Data to Drive Customer Experience: How to Win Consumers’ Hearts’ on Tuesday, July 10 at 1.00 pm EDT.The AdWeek team says, “Customers who have a positive emotional experience with a brand are 15 times more likely to recommend, 8 times more likely to trust and 7 times more likely to purchase from that brand. In fact, 80 percent of the decisions people make each day are based on emotion. But the data marketers use to drive offers, actions and interactions often lacks emotional content. This is the “emotional paradox,” and it’s... [...]

Econsultancy’s Jeff Rajeck has shared major trends and challenges that the marketers will face in 2018. The findings are from roundtable discussions in Hong Kong with client-side marketers.Rajeck says, “At a table hosted by Bessie Ng, Head of Integration and Strategic Planning Director, H+K, marketers discussed the trends driving customer experience improvement initiatives as well as some of the frustrations they are still facing.Results are summarized below, but before we start, we’d just like to let you know about our upcoming roundtable events in Bangkok on July 10th and... [...]

The E-commerce retailers are trying out different strategies to boost their sales and improve customer satisfaction.Econsultancy’s Luke Griffiths has shared two advantages and the implications of the ‘buy now, pay later’ strategy.Griffiths says, “With less distinction between online and offline commerce, we’re in a new era of “omni-shopping”.For retailers, that means they should be offering customers a seamless journey both online and offline.This presents more opportunities, but also comes with considerable challenges – in particular around payments. Many retailers... [...]

Virtual Reality and Internet of Things (IoT) are the emerging technologies that have been blended with the web environments for enhancing communication with the customers.Econsultancy’s Nikki Gilliland has shared four ways IoT can be helpful in enhancing the customer experience.Gilliland says, “Econsultancy’s ‘A Marketer’s Guide to the Internet of Things‘ delves into the subject in detail. Subscribers can download the full report, but in the meantime, let’s consider the possible impact on customer experience.Pre-emptive customer serviceOne of the overriding... [...]