We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
We want to make sure you have all the skills and resources you need to set your feedback programme into motion, which is why we recently launched a free series of onboarding webinars.
https://mopinion.com/watch-on-demand-mopinion-academy-onboarding-webinars/
It’s time for our monthly Employee in the Spotlight again! Last month we interviewed our veteran colleague Anwar from the development team. In keeping with this theme, this month we’d like to introduce a colleague that probably isn’t necessarily accustomed to being in the limelight, given his position as a back-end (and behind-the-scenes) developer at Mopinion. This month we’d like you to meet our colleague Haris Argyis.
https://mopinion.com/employee-in-the-spotlight-haris-argyris/
Every day, customers contact Air France and KLM to find answers to their flight related questions. Customer service agents are located all around the world, in order to support them at any moment.
https://mopinion.com/air-france-klm-improves-its-internal-knowledge-system-with-mopinion/
The finance industry has been undergoing quite a few changes over the last few years. Financial institutions that were once very traditional are now looking to adopt best practices used by more agile and flexible FinTech organisations. These practices that will not only enable these organisations to adapt to a fast-changing and increasingly tech-driven industry ecosystem, but also meet the rising expectations of their research-savvy and technologically inclined customer base.
In this article, we will analyse the current state of the financial industry as well as summarise 5 best practices for Financial Companies entering into the ‘Digital Age’ .
https://mopinion.com/best-practices-for-financial-companies-entering-the-digital-age/
Did you know that – statistically speaking- email marketing has shown a significantly better ROI compared to other marketing channels? According to a survey conducted by Direct Marketing Association and Demand Metric, email had an ROI of nearly 122%, whereas other channels such as social media had just 28%. Interestingly enough, the majority of companies that achieved this ROI were using what are called email marketing services. Email marketing services are tools that help business owners and marketers create, send, test, optimise, track and report on the performance of their email marketing campaigns.
https://mopinion.com/best-email-marketing-services-for-small-businesses-smb/
More and more organisations are adopting a digital strategy. And as a result, the demand for digital solutions, and in particular, user feedback software has increased dramatically. To meet this growth, Mopinion has hired four new recruits that will join the Development, Customer Success and Sales teams!
https://mopinion.com/mopinion-welcomes-several-new-recruits-to-meet-growth/
I think we can all agree that digital marketing has become this complex web of moving parts… Today’s digital marketers are juggling multiple social media accounts, growing subscriber lists and email campaigns, content creation and management, user behaviour tracking and mobile marketing efforts. And it doesn’t stop there…
https://mopinion.com/digital-marketing-automation-tools-an-overview/
Luckily, this transition to a more digital way of working has – in return – given financial institutions the opportunity to get even closer to their customers than ever. The question is, what do these customer journeys look like and how can digital feedback play into the process of enhancing them?
This article will analyse what the online customer journey within the financial industry looks like, and how organisations within this industry can leverage digital feedback to optimise various stages within the journey.
https://mopinion.com/optimise-the-online-journey-for-financial-institutions/
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