Most US consumers would lost trust in a business that had incorrect or inconsistent contact details online, reports BrightLocal. And the problem appears to be quite extensive: 71% of the survey’s respondents reported having felt the effect of inaccuracies found online, such as having called a wrong phone number or arrived at a location when it was closed.
Customer experience (CX) efforts aren’t primarily being held back by lack of strategy or organizational support, but rather from a lack of real-time customer insights and troubles operationalizing the experience.
This infographic by FieldBoom illustrateds twenty aspects of customer loyalty and why it is important to your business.
There are few things more frustrating for cord-cutters than getting home from a long day’s work and queuing up their favorite show online as they kick back on the couch, only to realize they can’t watch in peace and harmony because the video won’t load correctly.
A 2016 study by Forbes Insights and SAS found that 90% of executives worldwide who use data analytics noticed it improved their ability to deliver a superior customer experience. And According to a January 2018 survey of US senior decision-makers conducted by Verndale, big data/analytics was listed as the most important emerging technology for enhancing customer experience, cited by 63% of respondents.
Optimizing the customer experience continues to be the most exciting opportunity for digital marketers and e-commerce professionals around the world. Company respondents are the most excited by the prospects of customer experience optimization, as they have been for some time now.
User experience (UX) design is the most challenging aspect of the customer experience to master, and marketing and e-commerce professionals from around the world have lost some confidence in their UX design ability.
Chatbots are expected to be able to help round-the-clock with instant service for simple tasks, but aren’t perceived to be the best channel for more complex inquiries. Chatbots have yet to find broad appeal among consumers, though they do have a user base: 15% have used them to communicate with businesses during the past year.
It’s no longer enough to target your chosen customers. To stay ahead, you need to create distinctive value and experiences for them.
Despite all the technological advances that digital publishing has achieved over the past two decades, slow-loading content remains one of the industry’s biggest scourges.