Customer Experience Management CXM

The complete guide to a great customer experience

86% of consumers are willing to pay more for a better customer experience, so exactly how do you go about offering them one? Did you know that customer experience (CX) is surpassing price and product as the major brand differentiator? For many consumers, customer service and customer experience are seen as one in the same. …

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Improve customer experience with intelligent technology

Businesses that offer better customer experiences earn between 4% and 8% more from purchases than their competitors Modern customers don’t just want to buy a great product or subscribe for dependable service – they also want the overall purchase experience to be enjoyable and are ready to pay more for this. No wonder, businesses that …

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In the digital era, convert customer frustration into conversion

A single bad review can have a huge impact on your business, which is why customer service is key. A customer journey map can help improve conversion Are you facing issues while trying to provide a stellar customer experience? Clearly, the onus is on the businesses to rectify this situation quickly because customer experience has …

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CX is important but most organizations aren’t delivering

Chart of the Week: 87% of marketing, CX and analytics professionals say good CX is important but only 24% are performing highly at delivering it Offering a good customer experience (CX) can increase conversion, create return customers and turn consumers into brand advocates, all of which benefit your brand. It’s no surprise then that 87% …

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How to create a user journey map

Your ultimate guide to creating a user journey map with step-by-step instructions, a template, and an example to follow Creating a user journey map has many benefits for both your users and your team. A journey map will help you discover friction points for the user and opportunities to improve user experience. Ultimately, you’ll discover …

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How to actually build relationships with your customers

When customers feel an emotional connection to a brand, the lifetime value of that customer can increase by 300% There is so much more to success in business than a profitable bottom line. Unfortunately, many marketing teams and sales departments get so wrapped up in hitting goals and increasing conversion rates that they forget about …

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Customer Experience Audit – find the issues that are hurting your conversions

You have holes in your funnel to fill – here is how  you can fix them A lot of marketing attention these days is given to acquiring website traffic – organic, paid and social – and many companies and agencies have done a great job at this. But, since growing revenues and creating brand advocates …

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Why are businesses aiming to improve customer experience?

Chart of the day: customers expect more personalized experiences according to businesses and that’s why they are prioritising improving CX Customer Experience (CX) improvements are being led by customers wanting more personalized experiences according to new research. Customer expectations are essentially driving CX prioritisation. 7 in 10 businesses said they were improving CX because customers …

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How to apply EAST: A behavioural insights framework to improve customer experience

The EAST framework combines behavioural economics with other sciences and psychology to truly understand and influence behaviour change Behavioural economics is nothing new in marketing, having been a fundamental industry discipline for the past few decades, but there’s a new kid in town and it’s behavioural economics, supercharged. Behavioural Insights (BI) has long been a tool for …

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The best techniques to improve customer journeys?

Chart of the Day: Personas, Journey mapping, AB testing, VoC or NPS, which do you use? From our research on managing digital marketing it’s clear that there is a major challenge for many marketers of creating integrated strategies and communications plans. From a customer point-of-view there is also likely to be a poor experience if their customer journeys …

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Customer experience journey 1

How to create surveys to better understand the customer journey

Mapping the customer journey more accurately using surveys In today’s highly competitive market, where product quality is not sufficient to get ahead, customer service becomes a key part of a company’s strategy. Consequently, the organization which successfully maintains the best relationship with its customers manages the best returns in terms of income. As a result, …

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