Have you ever considered that customer feedback surveys are another touchpoint in the customer experience? That the experience with the survey must be considered and improved as much as the experience with any other touchpoint?
http://www.cx-journey.com/2017/10/improving-respondent-experience.html/
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
http://360connext.com/customer-experience-exactly/
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together.
https://www.jacada.com/blog/the-customer-experience-manager/
There is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
http://www.customerbliss.com/candidate-experience-also-customer-experience/
So what can you do if you feel that the terms and conditions you agreed to actually turned out to be unfair? Don’t worry, all is not lost!
http://www.thecomplainingcow.co.uk/how-to-challenge-terms-conditions-even-those-signed-up-to/
Getting quality product feedback is essential when building or having just built a new product. This feedback can provide you with critical data that will ultimately drive your product strategy. With this type of feedback, users are not only looking for feedback from customers but also internal teams.
https://mopinion.com/top-8-most-popular-product-feedback-tools-overview/
Hope you’re all hungry for some updates and new features because Mopinion has come out with several this month – and we’d like to share them you! Mopinion is proud to announce that the following are now available within our Feedback Analytics software....
https://mopinion.com/october-product-updates-featuring-new-onboarding-flows/
The online customer journey in retail is going through a major transformation. Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process.This is a shift that many suspect will demand more from online retailers, especially in the realm of customer experience. One way of achieving the much sought after sound customer experience is online feedback.
In this White Paper, Mopinion dives into the digitisation of the retail industry and how this is transforming the online customer journey as we know it. Together with several online retail giants – including Nextail, Albert Heijn and Grandvision – Mopinion also outlines why online feedback is so crucial for retail businesses today – especially those who are looking to achieve an optimal online customer experience....
https://mopinion.com/white-paper-how-to-boost-your-retail-website-with-online-feedback/
Voice of the Customer (VoC) programmes are intended to capture the opinions and preferences of all customers, analyse those insights, and use them to create meaningful changes in customer experience (CX). Having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority.
https://mopinion.com/which-type-of-voc-software-should-your-business-use/
Mopinion’s partner, Bright UK has been nominated together with DMG Media for the award for Best Voice of the Customer Initiative, as part of the European Contact Centre & Customer Service Awards (ECCCSAs) in the UK.
The ECCCSAs are considered the ‘largest and longest running awards in the customer contact industry’. The organisations nominated are ‘organisations that value their people, continually innovate to improve customer experience and operate efficiently and effectively’....
https://mopinion.com/mopinions-partner-bright-uk-nominated-by-ecccsas-for-best-voc-initiative/
Customer Experience News is a global community of people working or interested in Customer Experience, UX and technology.
