tjeerdtraats: customer-insights*

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  1. While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer. SMG data from a recent study involving a subset of our retail clients found the average Overall Satisfaction (OSAT) for online purchasers is 24 percentage points lower than that of in-store purchasers. In a competitive market where every touchpoint matters, brands can work toward decreasing that gap in satisfaction by considering the following ideas and concepts:
    http://smg.com/blog/blog-detail/smg-blog/2019/12/03/provide-consistent-experience-across-channels/
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  2. Customer experience is no longer a “nice to have, when we have time” activity. It needs to be the driving initiative for how your organization interacts with your customers on a regular basis.
    So, what can your organization do to deliver an excellent customer experience?
    http://customerthink.com/how-communities-add-value-to-the-customer-experience/
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  3. Every successful company knows that customer experience (CX) is important and that developing and refining it to delight customers is a priority.

    However, there’s often a debate about who should own the customer experience project. Should it be outsourced to a bunch of consultants or subject matter experts? Or should it be managed in-house by a cross-functional team?
    https://techwireasia.com/2018/08/why-you-shouldnt-outsource-your-customer-experience/
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  4. 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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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.