In today’s world, it seems almost unimaginable to unplug from technology. Most of us rely on our phones and devices to wake us up, provide news updates, communicate with friends or colleges, binge watch the most recent season of our favorite show, and even shop for groceries.
During last week’s #AdobeChat, we discussed customer experience and how we can improve it. This broad topic can seem daunting but with ever-increasing expectations, it’s paramount. Here are a few highlights from the conversation.
As a marketer, what does it mean to exceed customer experience expectations? How about as a consumer?
A1: As a marketer, you need to be able to identify what the customer needs before they need it. For a consumer you need have good expertise over the competition in the market. #AdobeChat
— Aleq Miller (@aleq_miller) January 25, 2018
What are some ideas, technologies, and practices that are at the core of taking CX to the next level?
A3:: Truly having a customer focus is vital. AI and modern marketing tools can help, but cannot replace a truly customer-focused marketing team #AdobeChat #AdobeExpCloud
— Daniel R. Klco (@KlcoDanR) January 24, 2018
A3: a holistic data view of your customer, relevant content and strategy, options for customers to express their feedback and a flexible CMS to service omnichannel #AdobeChat
— Joost van Dun (@JVDDesign) January 24, 2018
There was a lot of great discussion in response to this question, and several great points were made. Everyone agreed that having a strong customer focus is essential. It was also mentioned that taking advantage of the data you already have can make a huge impact on CX.
How can brands avoid spreading themselves “too thin” while executing a next-level customer experience strategy?
A6: Focus on the fundamentals: Spread awareness, build trust, make the right invitation. Establish programs and automation to avoid spreading too thin, and never forget the human element #AdobeChat
— Eric Hansen (@ehansen9) January 24, 2018
Where do brands start when seeking to take their customer experience to the next level? Share some advice.
A8: Define clear, measurable objectives that financially matter to the organization. Until there’s a clear measure of why and what impact it has, other priorities will trump #CX #AdobeChat
— Daniel R. Klco (@KlcoDanR) January 24, 2018
There were some other great takeaways. Rani Mani, Head of Social Influencer Enablement at Adobe, reminded us that CX is a mindset that must be embraced by all. And Ross Quintana wrapped up the chat with this takeaway: Mastering customer experience means hiring the right people who have a passion for the customer. Hire these people in every department.
Check out the full conversation on the Adobe Experience Cloud twitter page. You can follow and participate in the weekly #AdobeChat every Wednesday at (4 p.m. ET/ 1 p.m. PT). Check out this post for interesting advice on how to streamline your customer experience.
