Customer Experience (CX) is becoming a significant concern for most business owners. In recent years we have seen many small and large companies investing a fortune to improve customer experience and stay ahead of the competition.
On its face, a 98 percent open rate is a pretty incredible stat. It’s no wonder more and more businesses are using SMS to reach their customers. But just because your customers are seeing your messaging,
Our world is changing rapidly, and so too are consumer expectations. Therefore, if your business wants to continue to add real value and solve customers’ problems….
In 2020, digital customer acquisition and retention strategies took a front seat to accommodate for the meteoric rise in e-commerce. As we turn our eyes to what 2021 holds, brands must increasingly rely on digital strategies to keep pace with the new business landscape.
Orchestrating journeys that reflect a customer’s overall experience, rather than their most recent interaction within a siloed touchpoint, is integral to enterprise success today, effective segmentation is an absolute must.
The business landscape has changed drastically over the past year. While companies have come to expect that people’s needs will shift constantly based on changing life situations, the customers of 2021 are remarkably different from their predecessors. Increased online shopping options and new methods for connecting virtually are just a few examples of how technology has altered the ways in which customers live and work.
If businesses want guests to return, the experience has to meet their expectations. This is why “guest experience” is so important. Businesses can do this by optimizing every interaction throughout the guest’s journey; this begins by understanding their needs and how best to meet those expectations.
Customers are what make any business flourish and with a lack of consumer satisfaction, retention of business activities is nearly impossible. Customer satisfaction, in turn, has a major role to play in the growth and success of any organization or business as attracting customers is a one-time activity but retention is a continuous cycle that requires time, effort, and dedication.
We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.
In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.