Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal measures and behavioural measures. Too often, CX leaders lean on one or the other, but delivering reliable CX results requires
Many marketing leaders today are responsible for CX and customer retention in addition to traditional marketing activities oriented to awareness, consideration and acquisition. As a result, they’re not only asking what makes customers buy products in the first place, but also why customers leave. Common questions include: Do our customers
With all due respect to the movie Field of Dreams, the days of “build it and they will come” – whether “it” is a product, service or experience, have passed. Customers, both individuals or businesses, have more power and selection than ever before. Stories of once-strong brands failing are now
Measurement is seen as the missing link between genuine data-driven marketing approaches and simply collecting a lot of data. However, there are some downsides if you don’t measure intelligently. At a recent Which-50 and Siteimprove panel discussion on the science of high-performing websites, panellists highlighted the pitfalls involved in measurement.
Consumers and customers are empowered, educated and spoiled for choice. With the emergence of digital channels, consumers now take their best experience in any context and apply it as a benchmark in every context. For example Amazon’s commerce platform has taught us, as consumers, to expect the widest range of
Three-quarters of organisations surveyed by Gartner increased customer experience (CX) technology investments in 2018. Customer analytics continues to be one of the biggest investments, with 52 per cent intending to increase funding in 2019, focusing on customer journey analysis, customer needs analysis, voice of the customer (VoC) and digital marketing.
Once an enterprise has set up its ecommerce platform, it needs to decide how it will entice its customers – new and old – through the entirety of the customer experience journey. In the Magento ebook, Want to Build an Irresistible eCommerce Experience? the authors say retailers will need to
Businesses are increasingly under pressure to deliver experiences at an outstanding level while operating with greater efficiencies. To stay competitive, organisations often respond with technology solutions of their own — but often face tough choices on how and when to overhaul legacy systems. “Like many other industries there is squeeze happening
Companies that have curious employees with different points of view and ideas create better products for customer engagement according to Julie Larson-Green, chief experience officer at Qualtrics. She said teams should listen and understand what people want from your company so you can exceed their expectations and find out how
Most CEOs think they are providing a superior experience, but their customers don’t agree: Qualtrics CEO
There is a disconnect between CEOs and customers. 80 per cent of CEOs think they are providing a superior experience but only 8 per cent of their customers agree, according to Ryan Smith, CEO and co-founder of Qualtrics. At the company’s X4 conference held in Sydney last week, Smith said