CUSTOMER EXPERIENCE

8 CX Challenges Facing Organizations And How To Address Them?

It’s no secret that delivering a great customer experience is essential to the success of any organization. Yet, despite its importance, many organizations struggle to create a customer experience that consistently meets and exceeds customer expectations.

Organizations face many CX challenges when it comes to providing a great customer experience. They need to ensure that their employees are properly trained and that they have the right tools and processes in place to deliver a consistent and positive experience to customers. Additionally, they need to monitor and measure customer satisfaction levels to ensure that they are meeting customer expectations.

This blog discusses the challenges facing organizations when it comes to customer experience (CX). It notes that many companies are struggling to keep up with the ever-changing needs and expectations of customers and that this is resulting in poor CX. This blog also outlines some of the main challenges facing organizations when it comes to CX, including the need to personalize the customer experience, the need to constantly evolve and improve CX, and the challenge of managing customer data. It also provides some tips on how to address these challenges, including investing in CX technologies and platforms, building a strong CX team, and constantly measuring and analyzing CX.

What statistics say!

Customer experience is the result of all interactions a customer has with a company. It includes everything from awareness and discovery, to research and purchase, to post-purchase support and advocacy.

A company’s ability to deliver a positive customer experience has a direct impact on its bottom line. In fact, Forrester Research has found that every dollar invested in improving customer experience returns $11 in return.

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Challenges and Solutions

Customer Experience Challenges

There are several challenges that organizations face when it comes to customer experience, but here are eight of the most common:

1. Lack of customer insight

Organizations need to have a deep understanding of their customers to deliver a customer experience that is tailored to their needs and expectations. Yet, many organizations lack the necessary customer insight to do this effectively.

Without customer insight, organizations are blind to the areas where they need to improve their customer experience. They also run the risk of making decisions that are not in line with what their customers want and need.

2. Lack of customer focus

Another challenge facing organizations is a lack of customer focus. Too often, organizations are focused on their own needs and goals, rather than on the needs and goals of their customers.

This can lead to decisions and actions that are not in the best interests of the customer, and it can ultimately damage the relationship between the organization and its customers.

As the world of business becomes more and more competitive, companies are turning to customer experience (CX) as a way to differentiate themselves from the competition. While this is a step in the right direction, many organizations are still facing challenges when it comes to CX.

3. Lack of CX Strategy

One of the most common CX challenges facing organizations is the lack of a comprehensive CX strategy. Without a clear strategy in place, it can be difficult to set goals, measure success, and make improvements. A CX strategy should be tailored to your organization’s specific needs and goals, and it should be reviewed and updated regularly.

4. Siloed Organizations

Another common challenge is that many organizations are siloed, with different departments working in isolation from one another. This can make it difficult to provide a seamless customer experience across all touchpoints. To overcome this challenge, it’s important to break down the silos and encourage collaboration between departments.

5. Lack of employee engagement

Employee engagement is another common challenge when it comes to CX. If your employees are not engaged with your CX strategy, they will not be able to deliver on

your customer experience goals. To address this challenge, you need to make sure your employees are bought into your CX strategy and that they have the tools and training they need to be successful.

6. Inflexible systems and processes

Many organizations have inflexible systems and processes in place that make it difficult to meet customer needs. This can be a major obstacle to providing a great customer experience. To overcome this challenge, you need to be willing to review and update your systems and processes regularly.

7. Inadequate resources

Another common challenge is inadequate resources. This can be a result of insufficient funding, or simply not having enough staff or expertise in-house to deliver a great customer experience. To address this challenge, businesses need to ensure that they have the necessary resources in place to meet customer needs. This may mean outsourcing certain tasks or investing in training and development for staff.

8. Poor communication

Communication is another key factor in delivering a great customer experience. If communication between businesses and customers is poor, it can lead to frustration and a feeling of being ignored or unimportant. To avoid this, businesses need to ensure that they have clear and concise communication channels in place, and that staff is trained in how to effectively communicate with customers.

These are just a few of the most common CX challenges facing organizations today. By taking the time to address these challenges, you can set your organization up for success in the ever-changing world of business.

Pro Tips: –

There are a few key things that organizations can do to address CX challenges:

  1. Train employees on the importance of delivering a great customer experience.
  2. Equip employees with the tools and resources they need to deliver a positive experience
  3. Put processes in place to help ensure consistency across the organization.
  4. Monitor customer satisfaction levels and make necessary adjustments. By taking these steps, organizations can help ensure that they are providing a great customer experience.

Summary

Organizations face many challenges when it comes to providing a good customer experience. However, by understanding the needs of their customers and taking steps to address them, organizations can ensure that they are providing the best possible experience for their customers.

CX challenges facing organizations include a lack of customer centricity, siloed departments, and a lack of data-driven insights. To address these challenges, organizations need to adopt a customer-centric culture, break down departmental silos, and invest in data-driven decision-making.

If you are looking for a customer experience solution that will take your business to the next level, look no further! Our team of experts can help you design and implement a customer experience strategy that will wow your customers and improves your bottom line,

Customer Experience (CX) FAQ

How can I ensure that my customers have a positive experience every time they interact with my company?

There is no surefire way to guarantee that every customer will have a positive experience, but there are steps you can take to improve the chances that they will. First, train your employees on the importance of providing excellent customer service. Second, make sure that your company’s policies and procedures are customer-friendly.

Finally, continuously monitor the customer experience and make changes as necessary.

What are some common customer experience (CX) problems?

There are several common customer experience problems, including long wait times, unhelpful or rude employees, and confusing or inconvenient policies. By being aware of these issues, you can take steps to avoid them or mitigate their impact.

How can I find out what my customers think about their experience with my company?

There are several ways to gather feedback from your customers, including surveys, focus groups, and customer complaint data. This feedback can be invaluable in identifying areas where the customer experience can be improved.

author: Name of Author     Date:Jun 2,2021

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Ignitiv, a leading eCommerce agency is proud to announce the addition of a new customer, United Hardware. Ignitiv will deliver to United Hardware, a state-of-the-art eCommerce solution powered by Kibo Commerce’s Unified Commerce platform. United Hardware aims to use eCommerce as a driver for, both, business growth and enhancement of customer experience. Once live in Q3 2021, the site will allow customers to get rich product information, check for availability in nearby stores and buy online to pick up in stores. Store managers will also get the flexibility to communicate their offers and promotions.

Doug Audette, CEO of United Hardware, said, “Building a modern personalized eCommerce site is a strategic push to enable our dealer stores to present a better omni-channel experience for our customers”.

Rajib Das, CEO of Ignitiv, added, “With our home improvement industry eCommerce solution built on Kibo, we are delivering, within budget and time the solution that enables United Hardware to execute on growth and customer experience”.

United Hardware Distributing Co. is a dealer-owned corporation based in Plymouth, Minnesota which provides distribution services for about 610 member-owned stores operating under the Hardware Hank trade name.

#unitedhardware #ecommerce #leadtheexperienceeconomy #ignitiv #kibocommerce

 

Coastal Construction Products Partners With Ignitiv and Kibo to Jumpstart eCommerce Growth

“With this solution, we want to establish and sustain digital leadership in the construction industry." - Tim Lavinder, Director of Digital Strategy at Coastal

CUPERTINO, CALIFORNIA, US, May 28, 2021 /EINPresswire.com/ -- Ignitiv, a leading eCommerce agency, and Kibo, the leader in unified commerce, are announcing that Coastal Construction Products has selected Ignitiv and Kibo to jumpstart their B2B Commerce growth with Kibo’s Unified Commerce Platform. Coastal’s B2B Commerce solution will combine unified omnichannel B2C-like experiences with streamlined B2B processes. Coastal’s business customers will get personalized product information, rich associated content, real-time inventory updates, customer and job-specific pricing, and the ability to order quickly and in a streamlined manner – all leading to a superior experience.

Coastal will also benefit from a seamless integration between Kibo and Prophet21 ERP software using SimpleApps’ REST API.

Tim Lavinder, Director of Digital Strategy at Coastal, said, “With this solution, we want to establish and sustain digital leadership in the construction industry. Our goal is simple - deliver real and unique value to our customers through a tool that puts their needs first.”

“Coastal’s strategy to create unified ecommerce experiences for their customers is the best way forward in our omnichannel world, continually improving performance and process at across every customer touchpoint. We’re excited to partner with Ignitiv and Coastal as part of their integrated, data-driven approach,” said Brian Wilson, COO, Kibo.

“Great mobile-first design that optimizes the customer journey, a platform that combines Commerce, Order Management and Personalization, and comprehensive integration to ERP are the three levers we are using to build a platform for growth for Coastal Construction Products,” said Rajib Das, CEO of Ignitiv.

Coastal Construction Products is one of the largest independent distributors of caulking and sealants, waterproofing, concrete repair, and fire protection products in the United States. With roots going back 40 years, Coastal Construction Products has worked with its construction industry customers across the Southeast and the Caribbean, assisting them with quality materials and support.

About Ignitiv
Ignitiv is a full service agency that combines strategy, digital marketing, technology and customer analytics expertise to help craft integrated digital experiences that deliver more customers, more revenues and more profitability. Ignitv is the partner of choice for Home Hardware, Canada Post, United Hardware and Bi-Mart.

About Kibo Commerce

Kibo is the only extensible, unified commerce platform that delivers personalized, omnichannel experiences. The platform combines AI-driven personalization from industry leaders Monetate and Certona, omnichannel commerce for B2C and B2B models, enterprise-grade order management, and AI-driven point of sale. Global clients like Office Depot, Taco Bell, and Patagonia rely on Kibo's API-first, microservices-based architecture to support a wide range of commerce strategies, including headless commerce, that meet high growth goals and customer expectations at a manageable cost of ownership.

#ignitiv #leadtheexperienceeconomy #coastalconstruction #ecommerce #kibocommerce #unifiedcommerceplatform #prophet21

online shopping

Bi-Mart accelerate to omni-channel growth with Ignitiv and Kibo

CUPERTINO, CALIFORNIA, US, March 1, 2022 /EINPresswire.com/ -- Ignitiv, a leading eCommerce agency, and Kibo, the leader in unified commerce, are pleased to announce the successful implementation of “buy online, pick up in store” (BOPIS) at Bi-Mart.

Across its full brick-and-mortar presence, Bi-Mart can now sell its product assortment online, allowing member customers to pick up orders from either Bi-Mart or Cascade Farm and Outdoor stores. Customers may also place orders at CascadeFarmAndOutdoor.com and pick up from any Bi-Mart store they choose, adding value and convenience to their shopping experience.

Click here to Read More

#Bi-Mart #Bi-Martaccelerate #ecommerce #leadtheexperienceeconomy #ignitiv #kibocommerce

 

United Hardware to fuel eCommerce growth with Ignitiv and Kibo

Ignitiv, a leading eCommerce agency is proud to announce the addition of a new customer, United Hardware. Ignitiv will deliver to United Hardware, a state-of-the-art eCommerce solution powered by Kibo Commerce’s Unified Commerce platform. United Hardware aims to use eCommerce as a driver for, both, business growth and enhancement of customer experience. Once live in Q3 2021, the site will allow customers to get rich product information, check for availability in nearby stores and buy online to pick up in stores. Store managers will also get the flexibility to communicate their offers and promotions.

Doug Audette, CEO of United Hardware, said, “Building a modern personalized eCommerce site is a strategic push to enable our dealer stores to present a better omni-channel experience for our customers”.

Rajib Das, CEO of Ignitiv, added, “With our home improvement industry eCommerce solution built on Kibo, we are delivering, within budget and time the solution that enables United Hardware to execute on growth and customer experience”.

United Hardware Distributing Co. is a dealer-owned corporation based in Plymouth, Minnesota which provides distribution services for about 610 member-owned stores operating under the Hardware Hank trade name.

#unitedhardware #ecommerce #leadtheexperienceeconomy #ignitiv #kibocommerce

online shopping

Bi-Mart accelerate to omni-channel growth with Ignitiv and Kibo

CUPERTINO, CALIFORNIA, US, March 1, 2022 /EINPresswire.com/ -- Ignitiv, a leading eCommerce agency, and Kibo, the leader in unified commerce, are pleased to announce the successful implementation of “buy online, pick up in store” (BOPIS) at Bi-Mart.

Across its full brick-and-mortar presence, Bi-Mart can now sell its product assortment online, allowing member customers to pick up orders from either Bi-Mart or Cascade Farm and Outdoor stores. Customers may also place orders at CascadeFarmAndOutdoor.com and pick up from any Bi-Mart store they choose, adding value and convenience to their shopping experience.

Click here to Read More

#Bi-Mart #Bi-Martaccelerate #ecommerce #leadtheexperienceeconomy #ignitiv #kibocommerce

b2b Kibo Partner

 

The Kibo solution will help Fortis Life Sciences maintain the customer orientation and agility it values while building scale and capacity for future customers.

CUPERTINO, CA, US, September 26, 2022 - Ignitiv, a leading eCommerce agency, and Kibo, the leader in unified commerce, are pleased to announce the successful implementation of Fortis Life Sciences’ commerce solution.

Fortis Life Sciences offers customers in the research, diagnostics, and therapeutics markets world-class reagents, tools, and materials, globally.

Fortis' business strategy is to provide its customers with the best-in-class experience and quality products. A dedicated effort to realize this core vision required Fortis to identify and implement the best commerce solution available to enable their customers a real-time search and find product discovery.

The goal was to streamline the customer's buying process by allowing purchase ordering handling and easy customer registration, seamlessly integrating into their current enterprise systems.

"With our new Kibo Commerce solution, implemented with Ignitiv's partnership, we have been able to rapidly deliver a customer-friendly ecommerce experience in support of our company's mission and vision.", said Andy Wolf, Chief Technology Officer, Fortis Life Sciences. "I thank Ignitiv and Kibo for helping us implement this scalable solution quickly."

"We greatly enjoyed working with Ignitiv to implement our modern, unified eCommerce solution at Fortis Life Sciences," said Ava Aprin, Head of Global Partnerships, Kibo. "The Kibo solution will help Fortis Life Sciences maintain the customer orientation and agility it values while building scale and capacity for future customers."

Rajib Das, CEO, Ignitiv, also said, "With this solution, Fortis now provides its customers with a frictionless buying experience and exceptional service and support across channels. We are delighted to partner with Kibo and Fortis Life Sciences to implement a state-of-the-art solution that brings significant value."

About Fortis Life Sciences

Fortis Life Sciences is a strategic platform company founded in 2020, with the mission of offering world-class products coupled with best-in-class customer experience. Over the course of the two years, the company has built a portfolio of high-quality products and brands serving attractive end markets including diagnostic, therapeutic and research discovery. Fortislife.com.

About Kibo Commerce

Kibo is the only extensible, unified commerce platform that delivers personalized, omnichannel experiences. The platform combines AI-driven personalization from industry leaders Monetate and Certona, omnichannel commerce for B2C and B2B models, enterprise-grade order management, and AI-driven point of sale. Global clients like Office Depot, Taco Bell, and Patagonia rely on Kibo's API-first, microservices-based architecture to support a wide range of commerce strategies, including headless commerce, that meet high growth goals and customer expectations at a manageable cost of ownership.

About Ignitiv

Ignitiv is a full-service agency that combines strategy, digital marketing, technology and customer analytics expertise to help craft integrated digital experiences that deliver more customers, more revenues and more profitability. Ignitiv is the partner of choice for Home Hardware, Canada Post, United Hardware, Fortis Life Sciences, and Bi-Mart.

#ignitiv #leadtheexperienceeconomy #fortislifesciences #fortisforyou #B2B #ecommerce #kibocommerce #unifiedcommerceplatform