tjeerdtraats: feedback-analysis*

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  1. The irony of technology is that it’s often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus. Examples I’ve heard recently include: “You’ll have to log-in to our other site” or “That mobile app isn’t available for the type of account you have” or “That went to the fax machine at our national site”. Is it possible to prevent most of these customer experience hassles?
    https://clearaction.com/solving-system-silos-customer-experience-excellence/
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  2. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
    https://clearaction.com/solve-customer-experience-silos/
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  3. If you are in business, you will eventually have an unhappy customer. The key is knowing to react. We know because we had such an experience ourself.
    https://www.entrepreneur.com/article/277437/
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  4. Dealing with complainers and haters in social media can, of course, be tricky. What you need is a framework for how to do it right.
    https://www.entrepreneur.com/article/273748/
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  5. Previously I have spoken about increasing online sales with customer feedback and focussed on collecting the right feedback, at the right place in the funnel. It is also vital to fully analyse this data to get the most out the feedback and uncover the best insights, to really optimise your online ordering funnels.

    Here are my top 10 tips on how to better analyse feedback and use it to drive online sales...
    https://mopinion.com/10-tips-to-improve-effective-customer-feedback-analysis-and-drive-online-sales/
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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.