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  1. Leading brands know that running a successful business is more than selling and making a profit; long-term success is defined by a brand’s ability to form a lasting connection with its customers. In addition, customers are increasingly looking to humanize the brands they do business with.

    While blogs, newsletters, and traditional social media have been reliable tools for connecting with customers in the past, the prevalence and popularity of these tactics mean that brand leaders need to think one step ahead if they want to continue creating unique and personal customer experiences.

    Looking for some inspiration for creating meaningful connections online? Here are 5 innovative ways to connect with customers digitally...
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  2. There's no nice way to say this - a bricks and mortar shopping trip can often be a stressful experience. Technology has long been touted as the saviour of the user experience in physical retail but there's a long history of false promises, high hopes and missed chances.

    You could fill a graveyard with all the technologies that have been proclaimed as “the future of retail”. For example, QR codes were hailed as a way of bringing a richer, more informed experience to the real world, until it became apparent no one knew how to scan them!
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  3. Around the world, CX quality has largely stalled. Why? Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as consumers interact with brands more than ever before. But the data also shows that trust in companies has dropped precipitously. This crisis of trust is worsened by misleading and false statements from executives and politicians alike, which are amplified by the speed and power of internet platforms to scale the spread of falsehoods.
    Tags: , by tjeerdtraats (2017-12-06)
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  4. 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...
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  5. It’s not easy to be on top of your customer experience game. It’s a well coordinated effort of an entire team that ultimately creates a positive customer experience.

    Achieving seamless collaboration and coordination within the team is a goal most organizations struggle to achieve.

    While the role of the project managers is certainly crucial, even the most organised project managers are prone to errors and oversight. Shifting a part or all of their responsibility on to technology tools can prove to be very efficient and improve your accuracy.

    Given that email is the most commonly used mode of collaboration for teams, let’s see how we can use email to help your teams collaborate better...
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  6. It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions who are dedicated to the customer and their experience. Today, we hear more and more about firms with a CCO (Chief Customer Officer) or VP of Customer Experience.
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  7. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

    Here are some of the highlights...
    Tags: , , by tjeerdtraats (2017-12-07)
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  8. Money talks.

    Particularly when it comes to customer experience, money talks.

    When it comes to money — the CEO decides. So the priorities of the CEO matters — because what the CEO focuses on grows. And generally there’s a lot of pressure on the CEO from the board to make quarterly dividends. With so much board focus on quarterly profits and growth, it’s hard for the CEO to truly focus on customer experience — which involves long-term investments, or being misunderstood by wall street for long periods of time.

    The discussion of customer experience is dependent on a discussion about money — because..
    Tags: , by tjeerdtraats (2017-12-07)
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  9. As the final frontier in Star Trek, customer experience (CX) remains the ultimate lead to transformation that will propel us into the galaxy.

    Corporate leaders expect chief marketing officers to have primary responsibility for growth strategies and revenue generation. CMOs need to find new routes to drive revenue. With various trends and outlined predictions for growth, one common thread is data. Data is now at the heart of customer experience, and companies are embracing advanced technology that helps them use data better.
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  10. A new series of reports released today by Allianz Worldwide Partners USA, a leading global travel insurance provider, outlines best practices for improving customer experience and satisfaction, as well as latest trends in technology and innovation for travel protection. In the increasingly competitive and unpredictable travel market, the company illustrates how these touchpoints can serve as competitive advantages to drive higher sales through customer satisfaction and loyalty.
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Mopinion: The Leading Customer Experience Tool

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.