If your company has a website, you’re selling online. - infobip.comDefining who your customer is and how to reach and keep them is fundamental to creating a successful business model. Simply put CX is: “The combined effect of the entire interaction of your customer with a product or brand.” This includes engaging with customers via these (and other) platforms: Website, mobile, social media, digital media and marketing and direct marketing. The marketing terms used to describe these (and other) touch points are ‘cross-channel’, ‘multichannel’ and ‘omnichannel’.
So, get to know your customers. Humanise them. Humanise yourself. It’s worth it. - Kristin SmabyTo be relevant to the customer, know what CX touch points are available. These include digital, physical and phygital.
Make your CX “seamless, orchestrated and perfect”. Know the potential customer omnichannel cycle, which incorporates the following:
CX transformation is no longer a nice-to-have, it's a necessity. - Forrester.The business you’re in should define the scope of the CX experience. Being selective about investing in which omnichannel engagement to choose from will strengthen your brand. Start with the basics and proceed from there. As UX Mag says, “Find the turning point” of your customer, look at when they are “sold” and where it is they become passionate about your product.
Journey mapping ensures a brand takes the necessary UX design steps that will best engage its customers. - Ania RodriguezAs Hubspot notes, “If you don't properly understand the customer journey, you probably also don't completely know the demographics and psychographics of your customers.” They have great examples as well as a downloadable template for journey mapping. Key things to successful journey mapping include:
We see our customers as invited guests to a party, and we are the hosts. - Jeff BezosFocusing on customer motivations for buying (or not buying) will offer up key insights to how to grow or pivot brand positioning if necessary. With thanks to Tera Data for some discerning thoughts on creating content and measuring CX success after journey mapping:
Attention is a main asset in marketing. - Toba BetaKeep questioning and reassessing CX data. Analysis is the key to return to (again and again) after all the baseline research, omnichannel decisions and journey mapping have been done. With the insights you’ve garnered more detailed, decisive action can be taken. The goal is to continuously: “Improve, innovate, and create” – making the CX personas and foibles as well known to you as your BFF.
I see the future of customer experience being ‘hyper-personalisation’, moving away from process standardisation and towards experience personalisation. - James Dodkins“Hyper-personalisation” is a great buzzword for where we’re at as marketers as it implies the pace of technology and how consumer demands need to be met almost before they are made.