All companies need to make it a priority to understand customer-buying habits, their competitors, and the effect of changing demographics in the market in which they compete. CIO insight writes that a company’s ability to understand its customer behavior and the nature and speed of how those behaviors change, can make or break it. Marketing teams must find ways to utilize IT to enable predictive customer analytics that will help decision makers form strategies and implement change. Predictive analytics can be leveraged and used to identify patterns, discover buying habits, and forecast the likelihood of what consumers will purchase next.
Read the full article at cioinsight.com.
Although earlier stereotypes suggest that senior citizens aren’t interested in technology, and seniors tend to lag behind other demographics in adopting technologies, companies are recognizing that they represent a huge market that cannot be ignored. Keith Wagstaff (NBC News), in this article explains not only how these stereotypes may be false but also the fact that seniors are willing to embrace technology; as long as it has a function that is helpful to them. A study published by the Pew Research Center found that 59% of American adults age 65 and older used the Internet in 2014, which is six percent higher than two years earlier. Companies must recognize statistics like these as trends because according to the U.S. Census Bureau the overall number of seniors is expected to grow steadily.
Read the full article at today.com.
Technology has caused a shift in lead generation, making past approaches to attracting potential customers less effective. Today, customers are slow to trust and have short attention spans. Furthermore, Patrick McFadden explains how prospective customers arm themselves with ad-blocking tools and technologies that allow them to tune out any message that don’t interest them. The best way to attract new customers is to get people talking about your business and a positive customer experience is the new lead generation. A recent study has shown that 93% of customers will refer a business after a positive experience with the brand. In this article, McFadden describes how happy customers can be used as the most potent marketing assets.
Read the full article at business2community.com.
The retail industry is evolving and becoming more and more data-driven every day. Companies in this sector must utilize analytics to ensure they are performing at the optimal level. Jarno Marin also describes the biggest challenges retailers face and also how the top performers in the industry continuously address their customer service problems.
Read the full article at walkbase.com.
Here Cheryl Conner and Jonathan Sprinkles explain, that regardless the industry every business experiences a customer that is dissatisfied with the product or service. Furthermore, once a negative review or opinion has been posted it is valid regardless of its accuracy. When 75% of buying decisions are based upon reviews its crucial that companies recognize the overwhelming power a negative review can have and also, how easily technology has made it to communicate a bad experience. Connor and Sprinkles go on to explain the approaches, companies can take when trying to turning negative experiences around.
Read the full article at forbes.com.
In this article, Bob Hutchins explains that there are two different types of companies: companies that understand how to excel in social media customer service and those who don’t. One thing that all companies must understand is that when it comes to customer service, response time is everything. Within an hour of posting a product or service complaint on Twitter, 72% of customers expect a response, 42% expect answers to questions or concerns must sooner than an hour (West Interactive). Hutchins also shows us the top 3 ways companies fall short with there social media, customer service.
Read the full article at business2commuity.com.
As customers expect more and more, companies struggle to create meaningful engagements that differentiate them from their competitors. Brand Keys, a research and marketing consultation agency, recently conducted a study that found that consumer expectations have increased by 23% since last year. In this post James Loy explains, how customer engagement requires a high level of active involvement and how the successful companies today are the ones that are able to provide the kind of customer experiences that consumers now demand.
Read the full article at loyalty360.org.
Technology has changed customer expectations forever; 9 out of 10 consumers expect to receive a consistent experience over multiple contact channels. Olga in this post writes, about how companies can utilize various metrics and analytics to measure customer experience and take advantage of different strategies to make customers happier and more satisfied. 70% of buying experiences are based on how the customers feel they are being treated. Therefore customer service excellence has always been and will always be one of the critical competitive advantages for any business.
Read the full article at providesupport.com.
How can companies remove data silos to get a full picture of their customers?
In this article Banafsheh Ghassemi explains, that although having call centers, social media channels, and other outlets for customer service are vital, the main goal should be creating a 360-degree view. What good is having multiple outlets for costumers to voice their opinions, complaints and concerns; if they are disconnected from one another? A disconnection between these outlets, may lead to unnoticed or unresolved issues with consumers, which makes for poor customer experiences. This article goes on to explain ways to create the 360-degree view of customer experience and how to strengthen your company’s ability to interact with its consumers.
Read the full article at serchcrm.techtarget.com.
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