Experts agree that good customer experience (CX) is a competitive advantage. It helps you drive revenue, keep the customers you have, and create brand loyalty.
If 2020 proved that customer needs and expectations can change literally overnight, then 2021 was all about meeting those expectations and then some.
As we look back on 2021, here are some inspiring, thought-provoking CX quotes from industry leaders.
Yves Pahud, head of global partner marketing at Loqate, a trusted specialist for global location data, has this to say about customer experience. “A focus on improving the customer or partner experience to help them achieve the value gains they are seeking should be your first priority. Revenue growth is the by-product. Spend your time building the technology infrastructure and data attributes that power customer intelligence and deliver superior CX in an increasingly digitally dependent environment. Add value; revenue will follow.” Mr. Pahud is also an Oracle partner advisory board member.
“Maureen Fleming, IDC analyst in this year's Directions 2021 conference, laid it out best when she said that as digital enablement spreads further, 45% of business workers will have some development duty to meet the needs of their customers and organizations. Putting this in the context of customer platform centricity really illustrates the power and impact of intelligent automation on the enterprise with the coming internal transformation required to deliver.”
– Mark Cowan, CEO, Put It Forward
Lindsay Duran, CMO at Zilliant, which connects strategy to execution to transform how businesses use data to price and sell, shares this: “The best quote I’ve heard recently about customer experience as it pertains to pricing was from Ardent Mills’ Ryan Almos, on the B2B Reimagined podcast: ‘What [data-driven pricing] does is really build the confidence that you know you’re going to the marketplace with a good price, with a good product, with the services that are warranted from that customer base. That confidence piece is huge. It gives your customer the belief in your company as well.’”
“The best customer experience quote we’ve heard this year is from the 2021 Site Speed Summit, a virtual event covering all things ecommerce site speed. The keynote speaker was Chris Maliwat, head of digital and consumer experience at J. Crew. He revealed, ‘It's well known that a fast-loading site has a direct impact on both conversion and the shopper experience. At J. Crew, it’s critical we provide both fast performance and great experiences.’ Chris explained, ‘For a truly engaging customer experience, we must strive to also accelerate omnichannel, confidence, inspiration, and self-expression to accomplish our final goal of accelerating growth.’”
– Beth Moriarty, vice president of product & corporate marketing, Yottaa, helping improve the performance of today’s sophisticated ecommerce sites.
David Fletcher, senior vice president at ClearSale, a leader in card-not-present fraud protection operations, shares this perspective on CX. “Understanding your customer and ensuring that, from the moment they land on your website to the moment they checkout and beyond, you’ve considered everything from a CX perspective. If your platform, payment service, fraud controls, or marketing protocol isn’t streamlined and personalized to meet customers where they are, you’re missing out on a huge opportunity for greater lifetime value.”
Beth Perry is a Senior Content Marketing Manager for Oracle Advertising and CX.