To keep your business growing you need to keep the customers happy so that they continue to be with your brand. By knowing them well you can serve them better. AdWeek contributor Ian Monaghan has published an in-depth article on delivering great customer experience with correct data. Monaghan says, “The foundation to having a single source of truth about your customers comes from having a clear data strategy that can guide your marketing. This way, everyone in your company can be speaking the same data language. There are five areas where you’re going to want to focus your data strategy. Proprietary... [...]

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 Practices 1. Create an integrated and delightful experience First off, participants agreed that there should be a close integration of... [...]

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 service One of the overriding... [...]

Effective customer experience is necessary to keep the trust maintained for a brand. It leads to customer satisfaction and helps brand grow. Econsultancy columnist Nikki Gilliland has shared four tips to help companies turn data into customer experience insight. Gilliland says, “ow can marketers ensure they get the most from their data? Econsultancy’s CXM Best Practice Guide has lots more on the topic, but in the meantime, here are just a few tips. Take a multi-faceted approach Before anything else, it is of course vital for marketers to decide how and where data will be gathered. For... [...]

Econsultancy columnist Nikki Gilliland has shared key benefits of the ‘working backwards’ method for effective customer experience (CX). In this method the focus remains on the customer need. So it tries to explore the benefits of the technology for the customers, and the problem it will solve in their lives, instead of starting with the technology. Gilliland says, “It’s clear that the ‘working backwards’ approach can result in a superior CX, but let’s finish by delving deeper into this, and what it means overall. It builds empathy Brands that take a ‘working backwards’... [...]

Providing a great customer experience and achieving customer satisfaction is a priority for all businesses. Analysis and interpretation of data can help you achieve a greater level in terms of customer satisfaction. Econsultancy columnist Jeff Rajeck has shared four ways to optimize customer experience using data & analytics. On collecting more and more days, Rajeck says, “In the discussions, marketers spoke about their experiences of using data and analytics to improve their customer experience, yet not a single participant complained about having ‘too much data’. The reason... [...]

Offering a great customer experience (CX) is should be one of the most important priorities of marketers as it is something that keep your customers coming. From regular communication to offering great deals, there are various strategies that can help you maintain CX. Small Business Trends contributor Yaniv Masjedi has shared four tips to help you improve you CX. Masjedi says, “Today’s marketplace mandates businesses not only offer quality products and services, but that customer experience (CX) is valued at every touch point. In fact, CX has changed the game in nearly every vertical. The... [...]