I often describe the analogy of the ‘Three Pillars’ of effective digital customer feedback, which include collecting the right feedback online and properly analysing this data. The final stage is the one which brings all that hard work to a useful conclusion – turning insight into action.
Closing the loop is a key concept in customer experience management – essentially you are aiming for a profitable conclusion by ensuring customers and prospects ultimately buy from you and remain happy, loyal customers. Customer feedback is not only valuable for fixing online sales and service processes; it is also an ideal opportunity to convert an interested visitor into a customer.
https://mopinion.com/6-tips-for-effectively-turning-online-customer-experience-insight-into-the-right-actions/
Fast paced organisations are introducing more and more online sales and services. For example, look at the traditional banks that are transforming into IT companies offering virtual services and products. In short, we have ended up in a digital whirlwind in which the “corporate” slowly transforms into a “digital first enterprise”.
https://mopinion.com/four-tips-on-collecting-online-customer-feedback/
Customer experience is no longer a “nice to have, when we have time” activity. It needs to be the driving initiative for how your organization interacts with your customers on a regular basis.
So, what can your organization do to deliver an excellent customer experience?
http://customerthink.com/how-communities-add-value-to-the-customer-experience/
Since Mopinion’s launch in 2013 we have seen a rapid evolution in the needs and expectations of online customers. The proliferation of apps has accelerated this, with customer expectations that a convenient app will be available on their favourite smart device for all their purchasing and service needs.
https://mopinion.com/keeping-up-with-the-rapidly-changing-digital-landscape/
Dutch-based Customer-feedback specialist now offers bespoke services to UK businesses with new London office.
https://mopinion.com/mopinion-launches-uk-operations/
There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.
Here is an overview of the top 3 shared CX blogs by Customer Bliss.
http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7500515&article-title=more-than-just-a-customer-experience-trend--3-top-shared-customer-bliss-blog-posts&blog-domain=customerbliss.com&blog-title=customer-bliss/
Alternatively, other businesses do care about their customers but they really don’t feel that asking their feedback generates significant value. After all, they have previously been thriving in their business for decades without actually asking their customers about their thoughts and experiences.
https://mopinion.com/pros-and-cons-of-feedback-collection-types-over-the-years/
While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer. SMG data from a recent study involving a subset of our retail clients found the average Overall Satisfaction (OSAT) for online purchasers is 24 percentage points lower than that of in-store purchasers. In a competitive market where every touchpoint matters, brands can work toward decreasing that gap in satisfaction by considering the following ideas and concepts:
http://smg.com/blog/blog-detail/smg-blog/2019/12/03/provide-consistent-experience-across-channels/
Where previously the primary focus was on quantitative data – for instance web analytics and A/B testing – nowadays mass amounts of online marketers are flirting with feedback tools placing themselves behind the buttons. This self-service approach has advantages and disadvantages for companies that want to work seriously with online customer feedback.
https://mopinion.com/self-service-customer-feedback-tools-for-your-website-pros-and-cons/
How do you know your customers are really satisfied and have achieved their desired outcomes while using your product or service? How do you understand your customer churn rate and avoid losing your customers before they actually walk away? With customer success software, you can do exactly all those things and so much more. That’s why customer success teams, account managers, and sales executives often rely on customer success software to achieve amazing results.
https://mopinion.com/top-10-customer-success-software-an-overview/
