Global air passenger traffic continues to soar to record levels, as in 2018 the total number of air passengers increased by over six per cent to reach 4.3 billion passengers according to ICAO. The continued growth of air passenger traffic has put considerable strain on airport infrastructure, and some of the world’s leading airports are increasingly turning to new technologies in order to help them manage growing passenger volumes, while delivering a high-quality customer experience.
http://internationalairportreview.com/article/110736/how-biometric-services-improve-passenger-experiences-in-airports/
This January the new user interface, Mopinion Raspberry, goes live. In this five-part series, we will ‘unmask’ various new components of the software one by one, components that are guaranteed to give you a smooth and lucid user experience. Unmasking Mopinion Raspberry Part 2 featured the new Feedback Form Builder, but this time we want to focus on another very important part of the platform, the Feedback Inbox.
https://mopinion.com/unmasking-mopinion-raspberry-part-3-the-feedback-inbox/
Winter is coming, which means it’s time cozy up by the fire, grab some hot cocoa and get lost in that book you’ve been meaning to dive into. For UX Designers, this is a good opportunity to catch up on some design-specific reading. There are plenty of resources out there that will give you a deeper understanding of the principles behind UX design as well as some practical tips and tricks you can apply to your website or mobile app. From beginners to senior UX designers, we’ve got UX books out there for all levels of experience.
http://mopinion.com/best-user-experience-ux-books-this-winter/
Face it. Even if you believe yourself to be the world’s most creative designer or developer, we’re all in need of some inspiration every now and then. We like to call this, ‘having a mindset for growth’. And one of the best places to find this inspiration as well as stay ahead of the latest trends and best practices in the user experience space is to consult expert opinions, which – you guessed it – are often found in articles on User Experience (UX) blogs.
http://mopinion.com/hottest-user-experience-ux-blogs/
Stedin is a regional Dutch network operator that mainly operates in the Netherlands’ Randstad region, which consists of Rotterdam, The Hague and Utrecht. As one of the top three largest operators in the Netherlands, Stedin is responsible for the transport of electricity and gas to more than 2 million customers (including industrial customers).
Eager to gain better insights into how their website was performing and how they could improve the online experience (on a deeper level) Stedin employed Mopinion as its digital feedback solution.
http://mopinion.com/customer-story-stedin/
Mopinion is dedicated to providing its customers with the best possible feedback analytics software on the market. In order to maintain this status, our team strives to make constant and valuable improvements to our platform. We do this using the feedback provided directly by our customers. That being said, we’ve got plenty of product updates to share with you this month! We have several new security updates including SCA-compliant payments in Stripe and a new feature that enables users to anonymise their own feedback data. We also want to give you a sneak peek into our new user interface which is set to go live in January 2020!
http://mopinion.com/product-update-security-measures-new-user-interface/
Have you ever wondered why your users don’t interact with your product the way you were expecting them to? It might be because you may not understand how to use different psychology principles to design your products to elicit specific responses and actions from your users. Your customers are driven by emotions when they are looking at a website, wondering if they should buy a product or not. They are instinctively trying to establish a connection with the brand and, depending on what they see, they will either complete the purchase or not.
https://mopinion.com/guide-to-psychology-principles-in-ux-design/
According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
https://smartercx.com/can-on-premise-cloud-improve-cx/
As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:
Expectations: What a person anticipates will happen during an experience.
Experiences: What actually happens to a person during an interaction.
Perceptions: How a person views an experience based on their expectations.
Attitudes: How someone feels about the organization.
Behaviors: How a person choses to interact with an organization.
https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
When trying to improve a customer experience, most people automatically look at the conscious, rational side of things. Do customers have to wait too long in line? Is the price too high? The selection too small? Are problems and complaints being addressed in a reasonable amount of time?
These things are important, but they’re just one piece of the customer experience puzzle. All customer experiences also have a subconscious aspect that dramatically affects the way a customer feels about a company.
The Hidden Customer Experience
In more than 20 years in the customer experience field, I have learned that customer experience is based far more on emotions than on rational thought. Negative emotions like frustration and anger can destroy a customer experience, whereas positive emotions like gratitude can improve it. And while these emotions can be driven by conscious, rational factors, they are more often a result of subconscious influences.
Read the full article.
http://www.customerexperienceupdate.com/?open-article-id=10484880&article-title=the-customer-experience-you-didn-t-know-about&blog-domain=intouchinsight.com&blog-title=intouchinsight/
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