tjeerdtraats

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  1. Around the world, CX quality has largely stalled. Why? Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as consumers interact with brands more than ever before. But the data also shows that trust in companies has dropped precipitously. This crisis of trust is worsened by misleading and false statements from executives and politicians alike, which are amplified by the speed and power of internet platforms to scale the spread of falsehoods.
    https://go.forrester.com/blogs/predictions-2018-the-crisis-of-trust-and-how-smart-brands-will-shape-cx-in-response/
    Tags: , by tjeerdtraats (2017-12-06)
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  2. I often describe the analogy of the ‘Three Pillars’ of effective digital customer feedback, which include collecting the right feedback online and properly analysing this data. The final stage is the one which brings all that hard work to a useful conclusion – turning insight into action.

    Closing the loop is a key concept in customer experience management – essentially you are aiming for a profitable conclusion by ensuring customers and prospects ultimately buy from you and remain happy, loyal customers. Customer feedback is not only valuable for fixing online sales and service processes; it is also an ideal opportunity to convert an interested visitor into a customer.
    https://mopinion.com/6-tips-for-effectively-turning-online-customer-experience-insight-into-the-right-actions/
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  3. A new report released today finds that technology is becoming an increasingly integral part of shopping and dining experiences for Americans, and in turn, technology successes and failures are seriously impacting whether consumers return to a store or restaurant.
    https://www.businesswire.com/news/home/20180627005326/en/Tech-Savvy-Retail-Restaurants-Raising-Bar-Customer/
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  4. Welcome to Mopinion’s 2020 edition of the Growth Hacking landscape. For this landscape, we’ve gathered over 80+ Growth Hacking software from 8 key categories in this space. Designed to guide Startups in search of new avenues for growth, the software we’ve selected is affordable and proven to be effective in achieving growth.
    https://mopinion.com/mopinion-growth-hacking-landscape/
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  5. The Global Customer Experience Management Market report is a significant structure of the major categorization of the Customer Experience Management market. Each segment is quickly and evenly advancing and studied through Customer Experience Management examination. The market observes, serving of the Customer Experience Management market, size of every section and sub-section. The basic acute credible results related to the Customer Experience Management primary expeditiously growing segments of the Customer Experience Management market additionally are added in this report.
    https://commercialaviation24.com/global-customer-experience-management-market-key-drivers-business-insights-trends-and-forecast-to-2026/
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  6. Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience.
    https://www.forbes.com/sites/adrianswinscoe/2018/05/30/how-the-emerging-workforce-ecosystem-will-impact-customer-experience/#21e318e6116d/
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  7. The majority (90%) of UK customers say that customer centres are "ineffective at dealing with issues," says a new study.

    A third (33%) of the surveyed UK shoppers say that they’ll give up on a retailer if customer service is poor as more than 50% of the same cohort have been frustrated with their shopping treatment, reports a study by Whistl.
    https://internetretailing.net/customer/90-of-uk-shoppers-find-customer-centres-ineffective-18202/
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  8. Website Intercept Surveys are an ideal solution for many businesses. Not only do they have high response rates, but they are also effective in giving your business the necessary insights to improve website usability and customer satisfaction as well as achieve long-term goals such as customer retention. However, creating and employing website intercept surveys isn’t always a straightforward process. Some teams require a little extra guidance in constructing these surveys. That is why we’ve created this clear cut overview of the best website intercept survey templates to help get you started.
    https://mopinion.com/the-best-website-intercept-survey-templates/
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  9. Today's organizations make all kinds of data-related promises, although the customer experiences they deliver don't always align. While there's no shortage of data available, companies aren't always able to leverage it as adeptly as they claim.
    https://www.informationweek.com/big-data/7-data-related-reasons-companies-fall-short-of-promises/d/d-id/1332659/
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  10. Here’s a thought experiment: Imagine a company where marketers have solved their problems with technology and organizational incentives, and have all the pieces in place to personalize experiences for their customers in real time, across all channels, including advertising and in-store. Would these marketers stand at the vanguard, delivering the ultimate in tailored, holistic brand experiences—or simply discover the next obstacle to doing so?
    https://www.emarketer.com/content/are-you-at-the-fun-part-or-the-hard-part-getting-customer-experience-right/
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Mopinion: The Leading Customer Experience Tool

Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.