Last year, we asked Spokeo – an online people intelligence service – to share their experience with implementing a new and improved Voice of Customer (VoC) program. Customer Experience Manager Brady Gillerlain took the reins and walked us through their decision making process as well as initial plans for using Mopinion’s all-in-one feedback analytics software to gain a deeper understanding of their customers and better define customer success. Their plans were inspiring, but where did they end up?
https://mopinion.com/customer-story-spokeo-voc-program/
Beerwulf – part of HEINEKEN Group – is an online craft beer shop ‘designed by and dedicated to beer enthusiasts’. Established in the Netherlands in 2017, this unique organisation has since taken off and is now present in over 10 European countries. The website is Beerwulf’s sole outlet for business and therefore a critical channel for success, hence their recent decision to adopt a feedback solution…
https://mopinion.com/beerwulf-gathers-voc-insights-with-mopinion-feedback/
Introducing Mopinion’s 2020 edition of the (solicited) Voice of Customer (VoC) software landscape. For this landscape, we’ve gathered over 30+ VoC software from 3 key categories in this space. Designed to guide organisations seeking meaningful customer insights, we are certain there is a software for everyone in this mix.
https://mopinion.com/mopinion-voice-of-customer-voc-software-landscape/
Mopinion is excited to announce its new and robust software integration with Contentsquare. This powerful new alliance between digital experience analytics and customer feedback combines meaningful context from the customer journey with in-depth voice of the customer data, giving users a full view of the digital customer experience.
https://mopinion.com/mopinion-contentsquare-partner-for-ultimate-digital-experience/
With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
The online customer journey consists of more than just service, conversions and returning customers. And this complexity is precisely why listening to the Voice of the Customer (VoC) is one of the most important indicators for finding out how customers experience your online services. The Voice of the Customer is a research technique that maps out the detailed wishes and needs of your customers. In other words, it is listening to what your customers have to say about a product or service. And while capturing the VoC using customer feedback across various touchpoints along the customer journey is ideal, it isn’t always a straightforward process. For example, how do you gather good feedback without disturbing the customer journey and better yet, how can you obtain relevant insights from such large amounts of data?
This article will explain how you can start putting the VoC first by effectively collecting, analyzing and acting on your user feedback.
https://caveni.com/putting-the-voice-of-the-customer-first/
A common misconception among digital marketers is thinking that online user feedback and online reviews are one and the same. And we can’t exactly blame them. On the surface these two appear to be almost identical: both collect input (Voice of the Customer data) from online visitors and customers, both include user ratings or scores, both are used to build a loyal customer base, and so on. But the truth is, they serve two very different purposes…
https://mopinion.com/the-difference-between-online-user-feedback-and-online-reviews/
Delivering strong customer experiences (CX) ties directly to your bottom line. According to a 2017 study by professional services company KPMG, customer experience leaders achieve higher revenue growth than customer experience laggards, with the top 25 CX leaders bringing in more than seven times that of CX laggards in one year alone.
https://www.cmswire.com/customer-experience/5-customer-experience-trends-to-watch/
Website feedback tools and the VoC data we collect using these tools has become the backbone of the customer experience. These tools yield businesses with a more simplified way of opening up a dialogue with their online visitors as well as gain a deeper understanding into how they experience the website, mobile app or in a more general sense, the brand itself. With a surplus of these tools on the market, it can be rather challenging to select the right tool for your business. So don’t be hasty – take your time and evaluate your options…let’s start off with one of the more seasoned tools, Feedbackify.
https://mopinion.com/top-10-competitors-alternatives-to-feedbackify/
Fifty-five percent of consumers turn to Amazon first when looking for products online. Now that’s a sizeable number of your potential customers. It also means that on-site search influences offline sales as customers search, compare, gather, and evaluate information before making the final purchase. Ergo, it’s important that your brand is discoverable when customers are searching for your brand on-site. These are some of the things that brands should implement to boost sales on-site...
https://yourstory.com/2018/07/boost-on-site-sales-ecommerce-platform/
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