News You Can Use: Perfecting CX
Customer experience. We' hear it all the time. But what does it really mean, and why is it so important?
When customers buy from you, they’re not just buying your product or service. They’re buying into the entire process. With more brands than ever vying for customers’ attention and buyers eager to try new things, CX can be the key to keeping customers with you vs. the competition.
Learn more about what CX is, why it matters, and how to make it great in these recent articles.
“Don’t go chasing the next shiny object. What you should be doing is creating a basic framework for customer experience. Ideally, it would be equal parts predictive analytics and customer feedback.
In 2019, this type of analysis doesn’t run without technology on the back end providing insights and quickly automating certain tasks. It’s the natural — or on-the-verge-of-natural — merger of decisions powered by humans and machines that will make the difference.
“Few business websites deliver the efficient, insightful, and personalized service widely available on consumer websites.
Business-to-business vendors seem unaware that corporate purchasing decisions are made by human beings, who spend plenty of time on Amazon, Expedia, and other consumer e-commerce sites. Inevitably, these experiences shape their expectations for online transactions at work. Corporate buyers accustomed to easy, quick, and customized online transactions from sites targeting consumers now demand the same or better customer experience in digital business transactions.”
“Today, businesses across the board-from agile e-commerce companies to those in the traditional manufacturing industry are realizing the importance of delivering a memorable customer experience. This can be evidenced by the way companies have been increasingly using their social media accounts to respond to customer requests for product prices and even address customer queries and disputes.
When there are millions of things requesting your attention all at the same time millions of songs, millions of films, millions of books, millions of platforms to buy products from-delivering an experience that will help you stand out and be found is non-negotiable.”
“We often hear the term customer experience (CX), but we also hear multiple interpretations of what it means.
Our definition is that CX is an overarching approach and philosophy where leadership sets a culture that is customer-centric. This means that a every single touch point a customer makes, from interacting with a person wearing your logoed shirt, to placing an order, to calling in for support is simple, delightful, and expresses to the customer that you acknowledge and respect their time and their business. “