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Customer Experience Innovation: The New Battlefield For Businesses.

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Jeff Bezos famously said, “We innovate by starting with the customer and working backward. That becomes the touchstone for how we invent.”

The growth of a company in the present environment is due to various factors: services, products marketing, customer service, and brand loyalty. However, if you create an inventory of the top industry players who stand out from the rest, You’ll find an underlying theme: they embrace new ideas.

No matter if it’s new-age companies such as Amazon and Uber or industry giants such as Google and Microsoft, continuous innovation has been the key to their success and growth. Innovation isn’t just in services, products, or marketing but also in the customer experience.

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If customer experience innovation is implemented correctly, this leads to lasting improvement in products, services, and even business.

What Is Customer Experience Innovation?

Building brand equity through simply achieving the basics isn’t enough in the constantly evolving world of mobiles, social media, and ever-changing customer expectations. It is essential to “out-innovate” the competition so that your customers will continue coming back to you. This can only be achieved by ensuring that we provide a consistent customer experience or CX, or innovation.

CX innovation revolves around your customers and providing them with unique personal, customized, useful, and enjoyable products and services that can help you distinguish your services or products in competitive markets.

Why CX Innovation?

A McKinsey report states that most corporate leaders believe that innovation is essential for their business’s growth. While innovation has been a hot subject in the C-suite’s discussion for quite a long, the old method of innovating products and services doesn’t suffice.

Peace Corps Alum Turns At-Risk Kids Into Profitable Flower Growers

Innovation in customer experience is better to differentiate businesses from their competitors. Numerous studies have highlighted the importance of personalizing experiences for customers. According to one study, companies that make $1 billion per year can make another $700 million in three years. This is by investing in their customer experience.

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Key Elements Of CX Innovation And Their Interconnectedness

·         Workplace Innovation. By fostering the workplace, it is possible to offer all stakeholders in the companies a chance to create ingenious ideas.

·         Product Innovation. The ability to listen to your customers is essential to drive innovation in your current product or to develop new products that are innovative and can improve customer experience.

·         Service Innovation. If the product’s innovation is greater than its original, It can alter the services you offer or how you provide these services.

·         Business Innovation. A radical change in how you offer services may often result in fundamental changes to the industries or even create a completely new ecosystem.

What Is CX Innovation Not?

Contrary to innovations in product or service that can increase sales or reduce them, CX innovation is not focused on making your customers spend more, or at the very least, not as directly. Instead, it is about personalizing the customer’s journeys and experiences that create an aural connection between the company and its customers.

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Combining these two routes allows a company to design or modify circumstances to speed up customer journeys. Traditional practices typically have customers adapting to the brand’s guidelines; CX innovation focuses on changing the brand’s image and products to meet customers changing requirements and needs.

Embracing CX Innovation To Drive Growth

What should an organization do to begin by implementing customer experience innovations? Begin with these strategies that have proven successful:

1. Understand Customer Needs

The key to CX innovation is in the customers you serve. Understanding your customers’ requirements, desires, needs, and issues and how they view your brand can be a great starting base. Surveys, analyses, reviews, and regular interactions through social media platforms can give valuable insights into your customers.

While CX innovation focuses on the customer, it’s not led by customers. Innovation usually comes from providing solutions to issues your customers haven’t yet voiced. Monitoring customer journeys at every interaction point and envisioning solutions that help them solve their issues better could result in the development of new ideas.

2. Build A CX-First Culture

The company’s culture is largely influenced by its leadership. If leaders aren’t paying attention to the customer’s needs in each decision they make, it could be difficult to implement the same strategy throughout the entire organization. Therefore, leaders must be mindful of customer metrics during their financial and operational meetings to build a CX-focused environment.

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While customer service falls to CMOS, the responsibility of innovation in customer experience is the shared responsibility of the CIO, COO, CMO, and, ultimately, the CEO.

3. Improving Customer Touchpoints

A Zendesk report indicates that nearly 50% of customers will change brands following a single negative experience. Customer experience is impacted by nothing more than direct interactions with your staff. Therefore, you should analyze all of your touchpoints with customers to determine the areas where innovation could result in a better customer experience.

4. Innovation Lies In The More

Once you’ve identified all contact points with customers, it’s important to assess them to an established benchmark. The best benchmark is your competitors. Answer these questions to the most important:

What are they doing to make you different or better than you?

·         What can you learn from them?

·         What are you able to do better?

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The goal is to provide the same thing that your competition offers, and even more. The secret lies in this.

5. The Second-Best To Your Customers Are Those Who Face Them

Based on this research, 44 percent of business leaders believe that they receive suggestions to improve CX enhancement from employees. The frontline employees of your company are regularly engaged with customers and are aware of their desires, needs, and issues. Engaging the employees and listening to their feedback is a good method to enhance customer service by introducing new ideas.

Build The Happy Organization To Drive CX Innovation

The connection between the happiness of a workplace and its clients in an earlier post. It goes far beyond making happy customers. Content people are more creative and productive, which is the basis of creativity and innovation. Creativity and happiness feed one another.

Companies that are constantly innovating are also more successful.

A happy workplace is a foundation for continual improvement, which results in better customer experiences that help make a more pleasant workplace.

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Apple Plans To Double Its Digital Advertising Business Workforce.

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The move raises industry concerns following the launch of privacy guidelines which make it impossible to create ads that are tailored to iPhone users

Apple plans to more than double its workforce within its rapidly growing digital advertising business in less than 18 months after it enacted radical privacy rules that crippled its larger competitors in the lucrative business.

The iPhone maker has about 250 employees per LinkedIn advertising platforms team. On the Apple careers website, it’s looking to fill additional 216 positions, which is quadruple the 56 positions that it had hired in the latter half of 2020. Apple denied the claims. However, it declined to provide any further details.

The digital advertising industry has been apprehensive over Apple’s plans for advertising since the company introduced privacy regulations this year, which have shaken up the market for digital ads worth $400 billion and made it more challenging to customize ads for Apple’s one billion+ iusers Phone .

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Since the new policy was implemented, Facebook parent Meta, Snap and Twitter have lost billions of dollars in revenue and a significant amount in market valuations, even though other contributory factors exist.

“It was almost like a global panic,” Jade Arenstein, global service director at Incubate, a South African-based marketing performance firm, was quoted as saying about the impact of Apple’s recent changes.

The once-flourishing advertising business is “incredibly fast-growing”, according to an ad for jobs. The business has grown from a mere few hundred million dollars in revenue in the last quarter of 2010 to an estimated $5bn in the current year, according to research firm Evercore ISI, which expects Apple to be able to grow its $30 billion advertising revenue within four years.

Compared with Google and Facebook and their 2021 revenue from advertising was $115bn and $209bn. For instance, Apple’s business in advertising is small. The digital advertising industry is worried that it will increase due to establishing rules that critics and rivals believe provide it with an advantage.

“Building new ad systems to effectively compete with incumbents with tens of thousands of employees and 10 to 20 years of maturity would normally be an impossible task,” said Alex Austin, chief executive of the ad tech group Branch. “Unless,” he added, “you were somehow able to disadvantage those competitors on your platform.”

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Apple has been for a long time the most prominent Big Tech outlier for not taking part in “surveillance capitalism” — the practice of offering customers free services but making money on their data through targeting ads on them.

“We could make a tonne of money if we monetized our customers — if our customers were our product,” chief executive Tim Cook said in 2018. “We’ve elected not to do that.”

However, with Apple having twice the number of developers who can purchase ads on the App Store over the last two years and preparing plans to expand, the critics are seeing Cook taking a significant turn.

David Steinberg, chief executive of Zeta Global, a marketing technology firm, said Apple had been “Machiavellian” and “brilliant” in implementing privacy regulations that required rivals to revamp their advertising infrastructure while creating an opening to fill the gap.

“They could build out (their advertising business) dramatically (and) the ‘air cover’ is they are protecting the consumer’s privacy,” said the researcher. Added.

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Apple did not comment on its long-term plans. The job advertisements tell prospective employees that the company’s goals are nothing more than “redefining advertising” for a “privacy-centric” world.

The 216 positions Apple wants to fill are managers and designers of products, in addition to data engineers and sales experts.

An advertisement for an engineer, released on August 24, is a reference to “Apple’s most confidential and strategic plans” and explains how the company plans to “build the most secure technology-driven, technologically sophisticated . . . Supply (Marketplace) Platform and Demand Side Platform”.

These are the core aspects of an ad tech company that allows advertisers to purchase and sell ads across multiple exchanges, possibly advertising in mobile applications downloaded through the App Store. Apple may be able to consider apps for mobile “first-party” data because all activities take place on the iPhone, which is in line with its privacy regulations which ban third-party apps’ contentful monitoring of users.

The positions are predominantly located in the US. However, there are at least 27 roles in Europe and 12 in China and 12 in India and four located in Japan, as well as two positions in Singapore.

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“That’s a giant team — that’s bigger than most small companies,” Arenstein said. Arenstein. “Wherever there is smoke, there is fire, and that’s some smoke.”

Apple has never been averse to advertising by itself. Its CEO Steve Jobs even tried to create an in-app advertising business in 2010, so that iPhone apps would remain completely free. Cook is against how personal information is purchased and traded by opaque third parties without iPhone users’ consent.

Yet, Apple set the rules regarding how advertisements should function and later expanding into this very subject is seen by many as unsatisfactory.

At the moment, it’s more secure — in terms of the economy of surveillance using an Apple phone over one that is a Google phone, as Google has designed its products to support surveillance, while Apple isn’t, in its essence, an advertising firm,” said Claire Atkin co-founder at Check My Ads, a surveillance agency. “But if Apple suddenly delves into that realm, they won’t have a that competitive advantage.”

Apple might be putting its image at risk if regulators and consumers oppose its privacy claims which have been a significant part of the recent iPhone campaigns. If the argument prevails, Apple would have an unobstructed runway.

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Margo Kahnrose, Chief Marketing Officer at Skai, an omnichannel advertising platform, has said that she believes it “makes absolute logical sense” for Apple to develop its advertising network, following the lead of Google, Facebook and Amazon.

Adtech’s power has, she explained, for a long time been flowing from the decentralized “open web” to “walled gardens” run by one company that can control how ads are purchased and served, as well as how they are measured and tracked.

“The world has been unnerved by Apple’s ambitions for a long time,” she said. “There are a few companies that have vast quantities of power, and Apple is the one that is sleeping.

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Six Ways To Maintain A Growth Mindset While Running A Business.

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To be successful as an entrepreneur, starting your business with the appropriate mentality is essential. A growth-oriented mindset implies always striving to improve the product or service you offer or the ability to communicate with people in your industry. Many companies start as small, but they expand in time to become massive businesses that impact people’s lives in the millions. However, this kind of growth isn’t a quick process – it requires a lot of time and effort, and it’s all with constant improvement.

Six Ways to Maintain a Growth Mindset While Running a Business.

1.) Change your outlook

If you’re in the business of managing, it’s easy to become caught up in the day-to-day and forget about the bigger perspective. However, if you’d like your business to flourish, keeping an attitude of growth is essential. Being able to open your mind to be fully engaged in the things you believe are the best for you is crucial.

2) Are you in your comfort zone?

One of the difficulties of managing a business is it’s easy to get into a routine. Once you’ve discovered a method that works, it might be tempting to stick to it. However, staying with the same formula with different outcomes isn’t intelligent. If you’re looking for your business to expand, make sure you alter things with slight adjustments to ensure that your business feels fresh and exciting.

3.) Be prepared to take the risk

Nobody said creating and running a company was easy, regardless of whether you’re putting together an exercise calendar or an entirely new line of clothing. It’s one of the most challenging tasks you’ll ever have to do. If you want to succeed, you must have a mindset of improvement. Create a staff around you. Find people who can assist your company in its growth. It’s not necessary to shoulder all the responsibility for your company. After all. Make sure you take sensible risks. There is undoubtedly a danger involved in taking risks, but when you take calculated risks, you reap a calculated reward. The most successful entrepreneurs realize that sometimes it takes a long time to bring an idea to fruition. Therefore, they remain in the game and push forward.

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4.) Connect with others who are adamant about your abilities

One of the most effective methods to keep a positive mental attitude is to surround yourself with people who are confident in your abilities. If you’re always around optimistic people who believe in your ambitions, It’s easier to stay inspired and push ahead.

5) Discuss your concerns

If you’re in charge of an enterprise, it’s simple to become distracted by the day-to-day and forget about the bigger overall picture. It’s possible to worry about how to make ends meet and meet deadlines or having to deal with demanding customers. Discussing these concerns with the rest of your entrepreneurial friends and colleagues is essential to ensure that things stay on the right track.

6) Be focused on progress, not perfect

When you’re an entrepreneur is effortless to be caught in the pursuit of perfection. You’d like your service or product to look flawless before launching it, but the reality is that it’s impossible to be perfect. It is essential to keep in mind that the pace of progress will always be better than perfect. Start by taking it one day at a. The advantage of keeping a single day in mind at a time is that even should things not go as scheduled. It doesn’t matter since tomorrow is another day to start from scratch. Create workable goals. After creating some feasible goals, please keep track of them and assess how they performed based on outcomes rather than the amount of time and effort poured into them.

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What Is Good Debt and Bad Debt for a Small Business?

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There are two kinds of loans for small companies. Find out which one is best and which one is not.

For many people, the term “debt” has negative connotations. However, when setting up a small-sized company, it is not necessary to stay clear of debt completely. There’s “good debt” that is essential for growth when you start an enterprise, but there’s “bad” debt that could cause long-term harm to your financial situation.

The difference between good and bad debt and how to manage your company’s finances to keep them in check.

Good debt in contrast to. Credit card debt What’s the distinction?

Lyle Solomon, principal attorney for Oak View Law Group, states, “good debt returns money to your pocket, but bad debt takes money from your pocket.”

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“Debt that increases your future net worth is considered good debt, and debt that reduces your future net value is referred to as bad debt,” Solomon added.

Good debt

Kenneth Hearn, fund manager and director of research for Swiss One Capital AG, describes good small-sized business loans as the money borrowed to finance things that contribute to the development and growth of their company.

“This could be for anything from paying for improvements to meet new safety regulations or expanding your human resources team,” the man explained. “A general rule of ‘good debt’ is debt that is low-interest, or will increase the overall net worth of your business.”

Paying off your debts shows you have a good payment history, which your credit rating can show. The more debt types you can manage responsibly and pay off, the more favourable. This means that more lenders will permit you to get in the future.

Bad debt

When a lender takes out money to purchase an item that doesn’t increase in value or produce revenue, it is often regarded as bad credit. Any loan or borrowed funds that could lower the value of your company’s net future must be avoided. The signs of bad debt are the high-interest cost, fees, and strict loan repayment conditions.

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Examples of lousy credit include cash advances and payday loans, usually called “predatory loans.”

“These loans . Target people with bad credit or low income with few options to consider,” Solomon added. Solomon. “[They often] come with exorbitant interest rates and unethical terms.”

Things to think about when making a “good debt an investment

If you are considering getting a loan, entrepreneurs in small businesses should consider the type of debt they’ll be taking on. If the lender takes out a loan for an asset that isn’t going to depreciate, for example, real estate, education, or their own company, on favourable terms, it’s considered to be a good debt.

“Healthy debt entails borrowing money for investing in items that do not depreciate over time,” Solomon explained. Solomon. “Keep the above in mind when you borrow money to run your business. Use the funds to minimize the chance of a catastrophe or loss.”

One approach small business owners may employ when borrowing money is to commit to the lowest rate of interest possible.

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“Your interest payments are tax-deductible,” Hearn said. Hearn. “These tax deductions could help you get over the red line and into the realm of profitability. If you manage your cards correctly, interest rates can benefit you rather than against you.”

Strategies to get out of credit

If a small-sized business owner is trying to escape the burden of bad debt, There are options to overcome the situation. First, examine the company’s budget and financial statements.

“Financial management software has come a long way over the past couple of decades, and having proper procedures for data entry and its use from the start of your business is crucial to managing good or bad debt,” Hearn said. Hearn.

For business owners who are in “bad debt,” Solomon advised consolidating debts to one loan.

“Debt consolidation is an intelligent debt management approach to ensure you’re paying the lowest rates and on the most optimal or flexible terms available,” said the expert to CO–. “Such a move would benefit your business, as you can avoid worries regarding payments.”

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Companies must ensure they have the funds to repay this consolidating loan, or it could negatively affect their business credit and financial situation. However, if used properly in the right way, consolidating or restructuring multiple debts is an innovative method of managing the finances of small businesses.

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