Customer Experience & loyality
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Customer Experience & loyality
How to create better customer experience
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Sæt oplevelser i hjertet af din strategi

Sæt oplevelser i hjertet af din strategi | Customer Experience & loyality | Scoop.it
Se hvordan du kan arbejde strategisk og metodisk med dine kunders oplevelser af virksomheden. Se video og præsentation fra morgenbriefing.
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Why Organizations Are So Afraid to Simplify

Why Organizations Are So Afraid to Simplify | Customer Experience & loyality | Scoop.it
We may want to hit the "off" button on costly and complex activities, but we're wired to do the opposite.
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10 Principles of Winning Customer Experience You Can Act On Today

10 Principles of Winning Customer Experience You Can Act On Today | Customer Experience & loyality | Scoop.it
Great customer experience don't just happen, they require vision, planning, and consistent execution in order to win the customer.

Via Remy Simonis
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Remy Simonis's curator insight, February 14, 2013 6:50 AM

Interesting approach on implementing CX

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Poor Mobile App Experience Would Drive 1 in 3 to a Competitor

Poor Mobile App Experience Would Drive 1 in 3 to a Competitor | Customer Experience & loyality | Scoop.it

56% of mobile application users report having encountered a problem (crash, freeze, error, etc.) when accessing an app, per results[download page] from a global Compuware survey. And app users seem none too forgiving: only 16% would give an app 2 or more attempts if it failed to work. Reactions to a poor experience range from being less likely to use the app (48%) to switching to a competitor’s app (34%), telling others about the poor experience (31%), and being less likely to purchase from the company (31%).

 

The study finds that 85% of mobile app users prefer them to the mobile web. Asked why, 55% cited them as being more convenient, while other benefits included apps being faster (48%) and easier to browse (40%), though only 28% believe they offer a better user experience.

 

With regards to speed, 42% expect mobile apps to finish loading faster than mobile websites, and another 36% expect to them to load just as quickly. The median time respondents are willing to wait for a mobile app to launch is 2 seconds, although 28% will wait only 1 second or less.

 

About the Data: Compuware commissioned Equation Research to conduct an online study to understand mobile application usage, expectations and experiences. Interviews were conducted October 19-25, 2012. Survey results may have a margin of error of +/-1.6% at a 95% level of confidence.

 

The survey sample equals 3,534 total respondents (1,002 in the U.S., 509 in the U.K., 509 in France, 508 in Germany, 502 in India and 504 in Japan) who are smartphone/tablet users that used a mobile application in the past six months that required an internet connection. The vast majority of respondents are 21-34 (35%) or 35-54 (45%) years of age. 60% are men.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, March 17, 2013 1:01 PM

Survey results show risks associated with poor customer experiences on mobile apps.

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19 Reasons You Should Include Visual Content in Your Marketing [Data]

19 Reasons You Should Include Visual Content in Your Marketing [Data] | Customer Experience & loyality | Scoop.it
Take a look at 19 statistics that make the case for including visual content in your marketing strategy.
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Worry Less and Do More About Customer Experience

Worry Less and Do More About Customer Experience | Customer Experience & loyality | Scoop.it
Your own fear and worry is often one of the biggest obstacles keeping you from delivering an exceptional customer service experience for your customers. (Great "Do Leadership" from Flavio.

Via Remy Simonis
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Customer Experience: Contact centers a vital stop in the customer journey

Customer Experience: Contact centers a vital stop in the customer journey | Customer Experience & loyality | Scoop.it
Creating an outstanding customer experience is vitally important for marketers. But are you doing it right? Maybe not, according to a recent Forrester study (Contact center is a vital stop in a customer journey as voice of your brand.

Via Remy Simonis
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Learn by embracing the pain and asking for feedback

Learn by embracing the pain and asking for feedback | Customer Experience & loyality | Scoop.it
I admit it. It can be more than a little terrifying to find out what other people think of you. Up until that point you can pretend that all is well and you’re doing absolutely nothing wrong. The moment you say “What do you think about…?
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