October’s Top Customer Experience Trends and Product Management News
Twice a month, Apptentive sends out a newsletter highlighting some of the biggest stories related to customer experience trends, VOC, mobile marketing, app development, and product management. Here are the top articles from the month of October.
Learn how product and research teams can work together to capture the voice of the customer (VoC) and ultimately create better consumer experiences. Sina Yeganeh, Director of Product Management, and Michael Fountain, Head of Product, at Apptentive discuss the ways in which both product and research teams can contribute to the capture and analysis of VoC. They shed light on how these two teams can collaborate rather than engage in a game of tug-of-war.
In order to become and remain competitive, companies need to tap into the latest technologies and customer experience trends. Here are 6 customer experience trends every company must get ready for.
This comprehensive guide to customer experience will arm you with the knowledge and tools you need to transform your business. You’ll learn how to better understand your customers, measure sentiment throughout time, identify shifts in behavior, and improve the journey experience from end-to-end.
Calling all food and drink brands: We’re diving into the customer engagement benchmarks specifically for food and drink brands, and then providing some strategies for companies in that category to improve customer experience.
Your app has shipped, but we all know that software is never done. In many ways, the work is just beginning. Join Apptentive and Rightpoint for the sixth and final webinar in the exclusive Essentials of Product Innovation series on Nov. 19 at 11am PT / 2pm ET. In this webinar, Robi Ganguly, CEO and Co-Founder at Apptentive, and Ben Johnson, VP Mobile Strategy at Rightpoint, will cover the essentials to have in place both before and post-launch.
When it comes to customer experience, many companies proudly proclaim “we know what we’re doing.” Those five words, though, could actually undermine the effectiveness of their customer experience improvement strategies. Why? Because there’s more to customer experience than meets the eye.
Out with the old, in with the new. The way we think about CX has changed. Your brand isn’t just your product, logo, or even your employees. Your brand is the culmination of everything people think and feel about your company, product, and people. The common thread between these aspects of brand: customer experience. CX is the glue that holds everything together. It’s an all-encompassing, transformative aspect of your business, and at the end of the day, it has the most influence on how people feel about your company. Here’s the revised CX model for 2020.
Two-thirds of consumers in a recent survey said they are more likely to switch to the competitor that provides the best customer service or experience. Shep Hyken ponders the question, “If customer service and experience are getting better, how can loyalty be down?”
What makes an effective UI design? A skillful designer, the right combination of design elements, or the tool used to create it? Well, the right answer is a combination of all of the above. Here are several tools to take your designs to the next level.
We all know it costs less to retain a current customer than acquire a new one. CX leaders ultimately run or redesign loyalty programs — a move that gives the best opportunity for these programs to shed aged practices and orient efforts to experiences like white-glove service, liquidity of rewards points, and the flexibility to redeem across a company’s ecosystem. So why is there such a disconnect between loyalty and CX efforts, and how can they be more aligned?
[via CMS Wire]
Customer experience is the culmination of everything people think and feel about your brand. Since CX is this all-encompassing, transformative aspect of a brand, it’s no surprise there’s an abundance of amazing quotes from thought leaders about this topic. Here are some of our favorites.
Customer experience is a global principle. It doesn’t matter where they live or what language they speak, all customers want to feel valued and be provided with convenient solutions. These 25 global experiences showcase customer-centric companies from around the world.
By using a complete marketing stack with features that include personalization, contact management, and merchandising and commerce capabilities, a business can break down the silos that build up between teams. Using a single source of truth for customers throughout the business enables the entire organization to work together to innovate, execute, and drive customer value. However, we still struggle with where to get started.
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