Brought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today. According to Walker Information, ‘by 2020, customer experience will overtake price and product as the key brand differentiator’
https://mopinion.com/top-10-best-guides-digital-customer-experience-experts/
"Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends, and labels 2018 as "The Year of Humanity."
Every year, Temkin Group highlights one theme that it sees as being particularly important for the customer experience community. In previous years, the focus has been on Empathy, Employees, Emotion, and Purpose."
https://www.prnewswire.com/news-releases/temkin-group-releases-annual-list-of-customer-experience-trends-and-labels-2018-the-year-of-humanity-300574197.html/
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...
https://mopinion.com/5-task-management-tips-to-improve-customer-experience/
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...
https://mopinion.com/10-tips-to-improve-effective-customer-feedback-analysis-and-drive-online-sales/
In the world of digital business, organizations have two choices - evolve or get left behind. The need for change has never been as urgent as it is now.
There has been a good deal of discussion over the past two years as to what change is needed, and who should be driving that change. Even still, it has been difficult to identify what the key elements of a superlative digital and customer experience are.
https://www.cmswire.com/digital-experience/the-role-of-emotion-in-digital-customer-experiences/
From my role at Mopinion I frequently make analyses of the feedback our clients receive. These analyses show that there is often still a lot to gain in terms of user experience. In this blog I will provide seven focal points you as a marketer can use in order to achieve quick-wins to improve the user experience of your website.
https://mopinion.com/7-user-experience-quick-wins-to-improve-your-website/
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/
Whether companies know it or not, website content largely defines the success of your business. Think of it this way: your website is often the first chance you have to market your company’s products and services to your customers.
https://mopinion.com/collecting-feedback-on-website-content/
In this infographic, we take a closer look at the overall volumes of feedback per industry and how the private and public sectors compare as well as some other interesting figures.
https://mopinion.com/online-feedback-volumes-per-industry/
A lot of companies out there heavily rely on the same feedback strategy: ‘tacking’ a feedback button on various webpages and waiting to see what comes in. Although this is a good start, what they don’t realise is that in order to receive truly valuable feedback and useful insights into the customer experience, a more sophisticated strategy is required.
https://mopinion.com/quick-guide-asking-the-right-questions-in-an-online-feedback-form/
