customer experience management

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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Customer experience is biggest opportunity for marketers

Chart of the Week: 39% of marketers believe that optimizing the customer experience is the biggest opportunity for businesses in 2019 The importance of good customer experience is hard to deny. Offering good CX helps to increase traffic and conversions, as well as the number of customers who return to your brand and talk positively …

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The most challenging parts of the e-commerce checkout

Around 87% of online shoppers abandon their carts during the checkout if the process is too long or complicated Without going through the checkout process, your customers will not be able to complete their transaction on your e-commerce website. The checkout process starts when a customer hits the “Buy Now” button or is on the “Shopping …

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Which CX metrics to add to your marketing KPIs

Metrics are your marketing scorecard, which is why you need to ensure you’re tracking the right ones Metrics are the ‘scorecard’ of your digital marketing work. When these metrics, also known as key performance indicators (KPIs), are moving upwards, you’re winning the marketing game. When they’re trending downwards, you’re on the losing team (at least …

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Restoring customer trust after a hack

How quickly and precisely you respond after an online security incident determines whether you retain customers Many small business owners think it won’t happen to them. They’re too small, and hackers only seek out big targets like banks, insurance companies or big-box stores. Unfortunately, when it comes to a cyber attack, the size of the …

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4 Tips to help you improve your website’s user experience and conversions

How do you make sure that your website’s user experience is on par with your visitors’ expectations? There is a very close relationship with a website’s user experience and the conversions you generate from it. Getting traffic to your website is only the first step; from that point on, you need to provide a good …

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How to build trust at every stage of the customer journey

Learn how to transform uncertain prospects into brand advocates one step at a time Marketers often see the customer journey as a linear progression of four stages: Awareness Interest Consideration Purchase But there’s one important thing most of us tend to forget – the customer journey is no longer linear. Gone are the days when …

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Customers expect brand responses on social within 30 minutes

Chart of the week: 37% of consumers who use social media to complain or question brands expect to get a response in under 30 minutes Delivering great customer service is getting more and more difficult for brands, as customer expectations change. Consumers now want instant service that offers fast results, which means brands need to …

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Digital-first cash back is best customer loyalty scheme

Chart of the Week: 83% of customers feel rewarded by cash back, making it the most popular type of loyalty scheme Customer loyalty is a big aim for any e-commerce brand. Not only do loyal customers mean repeat purchases, they also recommend your brand to others and are more likely to become social advocates for …

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Add customer experience metrics to your marketing scorecard

Digital marketers need experience-based metrics If you’ve been a digital marketer for more than a quarter, you know your key performance metrics by heart – things like Cost Per Acquisition (CPA), Marketing Qualified Leads (MQLs), Return on Ad Spend (ROAS) and, of course, Conversion Rate (CR). These are what I call the ‘hard’ marketing metrics …

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Customer experience research statistics 2018

“Consumers have never been so hard to please and marketers have never had as many opportunities to please them”, Senior Vice President for Google Ads, Sridhar Ramaswamy Forrester defines customer experience as, “How customers perceive their interactions with your company”. In a world where consumers have numerous opportunities to choose from, where digital content and …

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Do businesses think they have good customer experience (CX)?

Chart of the day: the more senior someone is in a business, the more they believe that they offer a good customer experience (CX). The Customer Experience industry report 2018 by uisertesting.com has found that executive level professionals and those who work in CX management think they have a good CX, whilst UXers, product manager, …

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