Customer Experience
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Razones del abandono en los eCommerce | Luce CEM

Razones del abandono en los eCommerce | Luce CEM | Customer Experience | Scoop.it
   El comercio electrónico sigue creciendo en el mundo y con ello cada vez tiene mayor importancia la tasa de conversión que sea capaz de conseguir cada eCommerce. A mayor número de páginas compitiendo por la atención del consumidor, más probable es que los procesos de compra terminen en abandono.
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Luce Innovative Technologies Premio Mejor Partner IBM | Luce CEM

Luce Innovative Technologies Premio Mejor Partner IBM | Luce CEM | Customer Experience | Scoop.it
LuceCEM's insight:

Luce IT recibe el premio a mejor Partner en Commerce IBM durante la Cumbre de Liderazgo 2015.

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10 Leadership Steps To Transform Your Customer Experience Culture (And Day To Day Customer Service)

10 Leadership Steps To Transform Your Customer Experience Culture (And Day To Day Customer Service) | Customer Experience | Scoop.it
Here are 10 things that are important to get right as a leader if you're intent on transforming your customer experience and the culture that supports and sustains it. 1.
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Using Big Data to Track Customer Preferences -

Using Big Data to Track Customer Preferences - | Customer Experience | Scoop.it
The most effective way for a business to keep customers over the long haul, and also perhaps gain new ones through word of mouth, is to make sure that you cater to those customers’ needs. The trick is, you need to have effective means of accurately ascertaining these needs, preferences, […

Via AnalyticsInnovations, Alama, Rosetta Carrington Lue
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The Social Consumer Study: What It Means to Customer Service Professionals

The Social Consumer Study: What It Means to Customer Service Professionals | Customer Experience | Scoop.it
Around the globe, customers – friend and foe alike – share their experiences using indelible digital characters all across the social channel.

Via Kamal Bennani, Joseph Ruiz
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Eight simple things that quickly lead to customer loyalty & retention

Eight simple things that quickly lead to customer loyalty & retention | Customer Experience | Scoop.it
Learn how to improve customer loyalty and retention with eight simple steps from Matt Heinz of Heinz Marketing, a partner of Right On Interactive.

Via beyondthearc, Rosetta Carrington Lue
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How #BigData Drives a Better #Customer #Experience

How #BigData Drives a Better #Customer #Experience | Customer Experience | Scoop.it
Big Data can be used to improve your brand's customer experience across multiple stages of the customer journey. Here are four ideas to help you get started,

1. Improved or new products and services

Not sure how to take your products or services to the next level to better satisfy your customers' wants and needs? Big Data analysis reveals insights from a diverse range of channels, uncovering information about your products or services that can't be gleaned from a single channel or smaller data sets.

2. Increased personalization

Big Data increases visibility to customer preferences and purchase behaviors, creating opportunities to personalize various dimensions of the customer experience. For example, by capturing and analyzing data from each stage of the customer lifecycle, injecting personalization features into pivotal moments in the customer experience becomes easier. Those features range from greeting the customer by name to knowing previous issues the customer has had to contact the company about before.

3. Better self-serve opportunities

Today's customers expect the availability of self-serve features that allow them to perform basic activities without the assistance of customer service or sales reps. Big Data drives insights that can make these self-serve features more valuable to customers, satisfying their desire to interact with your brand on their own terms.

4. Enhanced customer service

When customer service is needed, Big Data gives representatives the information they require to offer a more complete, accurate, and satisfying customer experience. Sales reps can provide more accurate information, more personalized service, and solutions to customer problems more quickly.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 31, 2014 2:23 AM

How #Data throughout the customer journey can help:


1. Improve or design new products and services


2. Increase personalization 


3. Better self-service opportunities 


4. Enhance customer service 


What are other elements of the customer experience Data can help with?




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Using the Customer Experience Model

Using the Customer Experience Model | Customer Experience | Scoop.it
A customer experience model can be used to improve the customer experience management strategy.

Via Christian Barbaray
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Customer Experience Innovation? I do not think it means what you think it means…

Customer Experience Innovation? I do not think it means what you think it means… | Customer Experience | Scoop.it

Via Alama
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5 Laws Of Content Marketing (Infographic)

5 Laws Of Content Marketing (Infographic) | Customer Experience | Scoop.it
We're still thinking about our #ThinkContent summit and the great takeaways we got from brands like VICE, BuzzFeed, Cisco, Twitter, Spotify, Dr. Pepper, and Target. Since we realize a whole day of content marketing lessons can be a lot to wrap your head around, we distilled the best points from the day into this handy infographic on the hard-and-fast rules of content marketing.

Via massimo facchinetti
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malek's curator insight, October 28, 2014 5:42 PM

The 5 laws

  1. Content is No Longer a Suggestion - It’s a Necessity
  2. Data and Measurement Are Crucial To Content Success.
  3. Authenticity Never Goes Out of Style.
  4. ROI is Crucial – But Don’t Let It Kill Something Good.
  5. The Future of Marketing is Personal.
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Big Data Advances in Customer Experience Management

Big Data Advances in Customer Experience Management | Customer Experience | Scoop.it
I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs.  This talk was part of a...

Via Fred Zimny
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What do we mean by a 'great customer experience'?

What do we mean by a 'great customer experience'? | Customer Experience | Scoop.it
A great customer experience is defined by its relevance and timely availability to the customer.

Via Joseph Ruiz
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The 7 Pillars of #Customer Centricity

The 7 Pillars of #Customer Centricity | Customer Experience | Scoop.it
1. Experience: Make the customer experience easy, enjoyable and convenient. Companies that excel in customer experience make their customers so happy that they want to share their positive interactions with your brand.

2. Loyalty: Reward and recognize customers in a consistent way that is relevant to how they want to be rewarded. Loyal companies reward shoppers in ways that are meaningful to customers.

3. Communications: Personalize the message to customers, based upon what they buy, and in a way they like. Highly communicative companies provide tailored, relevant communications based on customer preferences.

4. Assortment: Have the right products and a strong variety to meet customers’ needs. Companies shouldn’t necessarily have the widest selection of products, but they should stock the ones their customers want.

5. Promotions: Leverage promotions on the items that are most appealing and often purchased by current customers. Companies with successful promotions programs promote the products that matter the most to customers.

6. Price: Provide prices that are perceived to be in line with what the customer is looking for on the products they purchase most often. Brands don’t have to be the price leaders, but they do need to have pricing that customers perceive as fair.

7. Feedback: Hear and recognize customer concerns. Companies that rank high in customer feedback have a two-way conversation and emotional connection with their customers.

Customer centricity isn’t just about making customers like you. Recent research demonstrates that when customers perceive a company as being “right for them,” it correlates to long-term revenue growth. Home Depot recently increased sales to $19.7 billion by offering a varied assortment of products, many of which can be personalized to a customer’s needs. Global beauty retailer Sephora has focused on the pillar of experience by using interactive products, self-serve counters and soft-sell sales tactics.  Since then, Sephora has grown to more than 1,400 stores in 30 countries with annual sales of about $4.4 billion.

How can marketers help foster that kind of growth for their own businesses? It’s crucial to focus strategies, operations and activities on the people who are ultimately responsible for a company’s success: loyal customers.  

True growth—and the customer centricity that drives it—is not accomplished by a strong rallying cry or a catchy slogan. A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 21, 2014 6:51 PM

Do you agree with The 7 Pillars?


1. Customer Experience


2. Loyalty


3. Communications


4. Assortment in Product and Services


5. Promotions


6. Price


7. Feedback


A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.


Great insight @Dunnhumby

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Evento LuceCEM: La optimización del Customer Journey como pilar de la estrategia digital | Luce CEM

Evento LuceCEM: La optimización del Customer Journey como pilar de la estrategia digital | Luce CEM | Customer Experience | Scoop.it
Noticias relacionadas: Ecommerce News - Descargar PDF
LuceCEM's insight:

Evento LuceCEM en la Torre de Cristal sobre Customer Journey. Contando como ponentes con Pablo de Echanove y Javier Ildefonso.

 

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Gartner's CEO Survey Predicts Top Technology Investments For Next Five Years  

Gartner's CEO Survey Predicts Top Technology Investments For Next Five Years    | Customer Experience | Scoop.it
In 2014, CEOs are most relying on digital marketing, e-commerce, customer experience management, business analytics and cloud business  to improve performance over the next five years.  These five technology areas are expected to deliver the most...
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How to redesign your organisation around excellent customer experience

How to redesign your organisation around excellent customer experience | Customer Experience | Scoop.it
Clive Grinyer, Customer Experience Director at Barclays, is a man with considerable design chops, with tenures at Samsung and Orange, the Design Council and Central St Martins.

Via beyondthearc, Fred Zimny
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Big Data Now Mainstream In Large Companies, Term Still Widely Disliked, A New Survey Finds

Big Data Now Mainstream In Large Companies, Term Still Widely Disliked, A New Survey Finds | Customer Experience | Scoop.it
For the third year in a row, NewVantage Partners has conducted a survey of Fortune 1000 senior business and technology executives regarding their companies’ investments in big data. Big data has gone mainstream with 67% of executives reporting that they have big data initiatives running in production.

Via Jean-Michel Franco
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The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience | Customer Experience | Scoop.it

Employee engagement is an essential part of overall digital customer experience initiatives.


Via Evelyn Weiss
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Customer Experience Strategy: Do This, Not That | CustomerThink

Customer Experience Strategy: Do This, Not That | CustomerThink | Customer Experience | Scoop.it

Via Pantelis Chiotellis, Fred Zimny
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Roberto Nocera's curator insight, October 31, 2014 2:53 AM

3 key points to be successful with a Customer Experience Strategy #strategy #cxm #customerexperience #servicedesign

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El lado oscuro del Marketing de contenidos: sin estrategia no hay nada efectivo

El lado oscuro del Marketing de contenidos: sin estrategia no hay nada efectivo | Customer Experience | Scoop.it
Puro Marketing - Ya conocemos las bondades del marketing de contenidos. Una estrategia cada vez m?s utilizada para despertar el inter?

Via Santiago Sanz Lastra
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Keeping your customers, the touchpoint way

Keeping your customers, the touchpoint way | Customer Experience | Scoop.it
Any company knows that building and keeping your existing customer base requires a sound strategy.

Via Christian Barbaray
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Big data trends in 2015 reflect strategic and operational goals

Big data trends in 2015 reflect strategic and operational goals | Customer Experience | Scoop.it
During your 2015 budget planning process, these are the big data topics that Mary Shacklett says should be front and center.

Via Jean-Michel Franco
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Jean-Michel Franco's curator insight, October 29, 2014 2:19 AM

The first trend refers to the  link between Big Data and System of Record. In my undertanding, this clearly refers to the use of MDM to extract business entities from Big Data, for example, customer and product references in clickstreams

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Track Customer Experience, but Don’t Forget the Financials

Track Customer Experience, but Don’t Forget the Financials | Customer Experience | Scoop.it

Strike a balance between delighting customers and managing costs.


Via Evelyn Weiss
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How to Optimise your Content Marketing

How to Optimise your Content Marketing | Customer Experience | Scoop.it

Is your content marketing not getting the attention it deserves? It might be time to start optimising it!


Via Pedro Da Silva, massimo facchinetti
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Outside-In Customer Experience Is The Best Offensive Strategy - Forbes

Outside-In Customer Experience Is The Best Offensive Strategy - Forbes | Customer Experience | Scoop.it
Designing business processes from the outside-in, from the customers’ perspective, not only simplifies the customer’s journey but helps brands stay nimble. It's an offensive strategy play.

Via Joseph Ruiz
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