Consumer Behavior

Marketers Are Taking Greater Ownership Over CX Initiatives: Survey

Until as recently as two years ago, customer experience, or CX, tended to fall under the purview of such diverse departments as IT, customer service, and operations but a new survey shows that that responsibility has made a clear shift into marketing departments.

Research company Gartner looked at four specific areas of CX — voice of customer, defining customer personas, customer journey mapping and user experience — and discovered that marketers are now more likely to take ownership in all four areas. In addition, 74% told researchers they expect CX investments to rise either slightly or significantly this year. That increase is evidence that CX initiatives are paying off and delivering measurable value and that companies are better able to connect the dots between positive customer experiences and increased revenue. Have you considered how you can improve your customers’ experience?

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Busting the Myths That Keep Your Business From Reaching Millennial Customers

Millennials are often misunderstood from stereotypes that were developed quite a few years ago. They are no longer teens, but ar in their 20s and 30s and make up a large part of the workforce. Even though they’ve been around for a long time now, many businesses still aren’t sure how to reach them. It’s time to bust the myths and get to know the demographic. You may see that what you think is actually the opposite.

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Is Your Business Built for 24/7 Customer Relationships?

A seismic shift is under way that many businesses cannot ignore: thanks to new technologies, instead of waiting for customers to come to you, you can address your customers’ needs the moment they arise—and sometimes even earlier. It’s a win-win: customers get a dramatically improved experience, and companies boost operational efficiencies and lower costs.

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