Recently, I was chatting with longtime colleague and friend, Keith Essency. I first met Keith when I worked in the Motorola Semiconductor business in marketing and he was on the engineering side. We were talking about process and root cause analysis for something he is tackling (a nod to all my fellow Motorolans from the process mapping era).
http://www.industryweek.com/leadership/getting-root-cause-poor-customer-experience/
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story?
http://multichannelmerchant.com/blog/giving-voice-silent-majority-boosts-the-customer-experience/
UX design is all about providing your users with the information they’re looking for, and doing so in the cleanest and most intuitive way possible. However, in order to do this successfully, UX designers must understand how their visitors experience the website or mobile app; a task which can get a little sticky if they don’t have the right tools in place. In fact, I can think of one tool in particular that may consider to be an extremely important currency when it comes to UX design. Let me introduce you to user feedback…
https://mopinion.com/why-ux-designers-need-user-feedback/
BMW has shifted from cumbersome, multi-question customer feedback forms to a single net promoter score (NPS) in a bid to change the way it interacts with its customers.
http://www.cio.in/feature/how-bmw-shifted-quantitative-qualitative-customer-feedback/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us whether thats simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business eye. If things don't go our way, well.it wont be long before were off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses especially in the digital era.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
Travelers who book vacations at de Jong Intra Vakanties do so by either going to their physical travel agencies or by visiting the website. Booking a vacation online is not always an easy decision. The customer journey is complex and customers often use multiple devices and a lot of time to think things over before a trip is actually booked. De Jong Intra Vakanties wants to gain a better insight in the customer experience through feedback so that the customer journey can be optimised.
https://mopinion.com/how-customer-feedback-supports-de-jong-intra-vakanties-online-vision/
Even though there’s been much progress, customer experience (CX) still needs to earn a seat at the table. Often, it’s dismissed as a nice-to-have—instead of being considered a key business strategy and discipline—because most leaders throughout the organization don’t have insights or understanding about what the CX team does and how it impacts the bottom line.
https://www.customerexperienceupdate.com/?open-article-id=14071490&article-title=how-to-bridge-the-gap-for-cx-across-the-organization&blog-domain=getfeedback.com&blog-title=getfeedback/
Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
https://www.mycustomer.com/experience/engagement/how-to-ensure-your-customer-experience-training-programme-is-a-success/
What if the return on your investment is even beyond what you were hoping?
Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there.
http://customerexperienceupdate.com/?open-article-id=12234627&article-title=how-to-prove-the-roi-of-customer-satisfaction--csat-&blog-domain=getfeedback.com&blog-title=getfeedback/
A big part of charging more, earning more and attracting more customers comes down to trust. Can your customers trust you to reliably provide what they want? If they can, they will buy from you. If they can't, they won’t.
https://www.entrepreneur.com/article/272368/
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