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jonerp : cx   19

Customer experience disconnect is putting businesses at risk
"Research from Dimension Data shows that 70% of respondents said customer experience is not represented at board level. The research indicates that lower-level management or multiple managers often assuming responsibility. Furthermore, only 17% said their organisation takes a fully integrated, centralised approach to user experience."
erp  latest  news  ai  analytics  artificial  intelligence  customer  experience  cx  digital  integration  ecommerce  retail  user  visualsoft 
january 2019 by jonerp
Three Tests to Assess Your Customer Centricity-Beyond Lip Service
"Customers are a rich source of information and feedback. But often, that feedback feels like a burden if your organization is prepared to embrace it. I’ve talked to many companies that are worried about customer communities, because of the concern that customers will share bad experiences."
go-to-market  advisory  board  advocacy  customer  centricity  communities  experience  cx  enterprise  persona  ideal  profile  product  strategy 
december 2018 by jonerp
Purchase Regret – The Bane of Land and Expand Strategies
"Purchase Regret. We consider purchase regret to have happened when members of the buying team feel the purchase failed to meet expectations or they purchased a smaller solution than planned or they just felt they regretted it. This just tracks those that bought. Imagine the “status quo regret” that must occur when teams invest time and resources into buying and then do nothing."
uncategorized  b2bmarketing  b2bsales  buying  approach  experience  customer  cx  regret 
september 2018 by jonerp
The Power of (Product) Moments - by @barnes_hank
"Wow experiences are scalable when they are ingrained in the product and service design. Rather than being random acts of “wow”, they become fundamental to the delivery. Since they are designed in the product they may not be totally unexpected, but they’ll still be appreciated."
go-to-market  customer  experience  cx  design  thinking  effortless  moments  of  truth  product  service 
november 2017 by jonerp
Monday’s Musings: Part 1 of 4 – What Top CMO’s Care About (Demand Gen Persona) - by @rwang0
"These top CMO’s have coalesced around these seven concerns:

Dealing with convergence of marketing ops and sales ops. As new business models emerge and B2B and B2C models converge to P2P approaches, the traditional functional fiefdoms of marketing and sales seem quite antiquated. Organizations must decide if inside sales should belong in marketing or customer success reside with sales. This convergence and orchestration creates havoc on traditional structures but ultimately provide a customer centric approach."
2017  apps  strategy  cdo  chief  marketing  officer  cmo  constellation  research  content  context  customer  engagement  experience  management  cx  cxm 
august 2017 by jonerp
Retention, Growth and CX Expectations - by @barnes_hank
"But is there an answer–something that you can do with accounts to drive growth without sacrificing retention. There is. It is helping customers improve. How do you do that? You provide unique perspectives that can help their business be ore efficient or effective. You provide depth to those perspectives by outlining how those actions can be taken. And you focus on the impact, the ROI, of those efforts."
future  of  sales  go-to-market  customer  experience  improvement  cx  growth  retention 
july 2017 by jonerp
5 UX issues retailers still struggle with
"These poor experiences lead to abandoned shopping carts and low conversions. Seeing this data, retailers unfortunately conclude that “mobile doesn’t convert” and decide to invest fewer resources in improving the mobile experience—perpetuating the cycle of frustrated shoppers and low conversions."
september 2016 by jonerp
Customer experience metrics: a brief guide on how to measure CX
"Executives are becoming more and more aware of the importance of great CX. But figuring out where to start making improvements can be overwhelming. Like our SVP of Customer Experience, Maggie Young said, “It requires a series of small steps and picking your battles. You can’t initiate a huge cultural change. And you can’t just flip a switch one day and have your CEO proclaim that now you’re going to be the kings and queens of customer experience.”
may 2016 by jonerp
Why designing for delight doesn’t always work
"Delight is one of my favorite words. It captures a feeling most of us probably wish we had more often. So it’s no surprise that CX folks are somewhat obsessed with the concept of delighting customers. After all, who doesn’t like to be delighted? What could possibly go wrong?"
cx  design  marketing 
may 2016 by jonerp
Comparing Software using Peer Reviews - by @mfauscette
"The software buying decision making process can be complex and varies by company. Just by the nature of the process it’s necessary to build a list of potential solutions and then to compare them in some way to a list of business and technical requirements and to each other. Everyone has their own mental model on what a comparison should include but there are ways to facilitate the analysis of the information by presenting it in ways that can be easily consumed."
business  modernization  networks  collaboration  community  cx  decision  systems  google  networked  software  channels  technology  acquisition 
march 2016 by jonerp
UX Industry Survey Shows Multi-Device Interactions Are Gaining Ground
"And it’s not just interactions with digital devices that can expect a rise in research. With 35% of respondents stating that omnichannel experiences will be an important trend in UX research, it’s clear that businesses are looking to improve the entire CX, including customer interactions with physical products and locations."
cx  research 
february 2016 by jonerp
Buying Business Software - by @mfauscette
"Peer networks are a newer type of influencer resource and are gaining popularity. These fall into several types ranging from public social networks like LinkedIn, Twitter and Facebook; to community based peer review platform sites like my current employer, G2 Crowd (and in fairness several others that vary somewhat in approach but include TrustRadius, Software Advice, GetApp and Capterra)"
business  models  modernization  networks  collaboration  community  cx  decision  systems  networked  saas  social  web  software 
february 2016 by jonerp
4 Risky Personalization Tactics That Can Make or Break Your CX
"Even though customers have grown to expect relevant ads, they still get a little creeped out by companies that seem to know them too well. The infamous story of Target knowing a teenage girl was pregnant before her family did is a prime example of customers becoming uncomfortable by the level of personal information companies can collect and deduce."
cx  marketing 
february 2016 by jonerp
To Block or Not to Block: Can UX and Digital Advertising Be Friends?
"The general theme with all the participants was this: the ads we see today are terrible, distracting, and often border on obnoxious. Nearly every participant admitted they’d be more tolerant of ads—and cease using an ad blocker—if advertisers put in the effort to make ads that were worth their attention. That’s a lot of support for something 45 million users in the U.S. alone actively try to avoid."
cx  marketing  research 
february 2016 by jonerp
7 Tips for Customer Experience Differentiation
"As competition and buyer empowerment compounds, customer experience itself is proving to be the only truly durable competitive advantage."
february 2016 by jonerp
Two Layer CX - by @denispombriant
"Even with advanced, intelligent systems, some customers will still need to speak with you or otherwise interact directly (via chat, email, social) with a human. How easy we make that transition says a lot about how we deal with the second tier of CX"
crm  customer  experience  journey  cx  map  oracle 
november 2015 by jonerp
The Trust Cycle – Are you Developing or Eroding Trust? - by @barnes_hank
"Tech Providers have to be conscious of the impact that trust has on buying. Engaging in too much hyperbole and making bold claims that aren’t backed by customer stories or easily demonstrable technology are red flags for buyers."
future  of  sales  go-to-market  customer  experience  cx  leadership  marketing  trust 
june 2015 by jonerp
Please Give Me a 10:  Interpreting Customer Satisfaction Surveys in an Era of Biasn - by @kellblog
"So you make do and ask vendors for a list of customers to survey. You get a lot of data you can analyze and put into reports and/or awards. More disturbingly, you can build your special two-by-two quadrant or concentric circle diagram leveraging the data your survey, lending it more legitimacy."
analyst  relations  csat  cx  cxm  marketing  surveys 
june 2015 by jonerp
Customer engagement: digital and physical - via @pgreenbe
"Customer engagement isn't only a digital "thing". It's got a lot more to it. Rich Toohey, Vice President of Marriott Rewards, speaks to us on what more there is."
cxo  CX 
january 2015 by jonerp

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