Tags: user-experience*

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  1. Have you ever wondered why your users don’t interact with your product the way you were expecting them to? It might be because you may not understand how to use different psychology principles to design your products to elicit specific responses and actions from your users. Your customers are driven by emotions when they are looking at a website, wondering if they should buy a product or not. They are instinctively trying to establish a connection with the brand and, depending on what they see, they will either complete the purchase or not.
    https://mopinion.com/guide-to-psychology-principles-in-ux-design/
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  2. According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
    https://smartercx.com/can-on-premise-cloud-improve-cx/
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  3. As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:

    Expectations: What a person anticipates will happen during an experience.
    Experiences: What actually happens to a person during an interaction.
    Perceptions: How a person views an experience based on their expectations.
    Attitudes: How someone feels about the organization.
    Behaviors: How a person choses to interact with an organization.
    https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
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  4. When trying to improve a customer experience, most people automatically look at the conscious, rational side of things. Do customers have to wait too long in line? Is the price too high? The selection too small? Are problems and complaints being addressed in a reasonable amount of time?

    These things are important, but they’re just one piece of the customer experience puzzle. All customer experiences also have a subconscious aspect that dramatically affects the way a customer feels about a company.

    The Hidden Customer Experience
    In more than 20 years in the customer experience field, I have learned that customer experience is based far more on emotions than on rational thought. Negative emotions like frustration and anger can destroy a customer experience, whereas positive emotions like gratitude can improve it. And while these emotions can be driven by conscious, rational factors, they are more often a result of subconscious influences.

    Read the full article.
    http://www.customerexperienceupdate.com/?open-article-id=10484880&article-title=the-customer-experience-you-didn-t-know-about&blog-domain=intouchinsight.com&blog-title=intouchinsight/
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  5. Magento is a well-known ecommerce platform, recently acquired by Adobe. It offers two distinct platforms: Magento Open Source and Magento Commerce (or Magento 2). Supported by global network of nearly 1,150 solution and technology partners, Magento has a library of almost 5,000 extensions, created by other developers that ‘extend’ the functionality of the platform. These extensions range anywhere from Accounting & Finance to Customer Support and Reporting & Analytics to Shipping & Fulfillment and much more. There are also several notable user feedback extensions that are ideal for getting your customer feedback programme up and running.
    https://mopinion.com/magento-user-feedback-extensions/
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  6. Building a great product or solution is essential, but a company won’t go very far if it can’t provide a robust customer experience. With 73 percent of clients worldwide indicating that it’s an important factor in purchasing decisions, businesses have to ensure excellent customer experience to not only meet demand but also keep up with the competition.

    Companies also need to understand that expectations and demands are high. People care about having access to instant, consistent, and contextual conversations with customer support teams across several channels. As such, it’s imperative that they’re available on channels customers already trust and enjoy.
    https://www.techinasia.com/rules-modern-customer-experience-game/
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  7. Developing a successful mobile app can be a demanding task that requires a lot of thought and understanding of what the customer needs. So what better way to explore what the customer needs than to ask them directly? Customer feedback makes that all too simple. So get started and try one of our free mobile app survey templates from the Survey Marketplace!

    Learn more about mobile app survey templates...
    https://mopinion.com/mobile-app-survey-templates/
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  8. De Bijenkorf, a renowned retail brand within the Netherlands known for its premium and personal service in stores, has had an offline presence for almost 150 years. It sells products such as clothing, footwear, bedding, furniture, jewelry and much more. The Bijenkorf website is an extension of their offline presence which enables their brand to reach all of Holland and Belgium. De Bijenkorfs online vision is to offer an online shopping experience that matches its premium standard provided to customers in stores.
    https://mopinion.com/customer-success-story-de-bijenkorf/
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  9. All Aaron Dun wanted was to surf a website. There was only one problem: a chabot wouldn’t let him. It kept popping up during his web session, despite Dun’s multiple attempts to “X out" the chabot. Dun, a senior marketing executive in the Boston area, chronicled his web-travel chatbot woes in a popular LinkedIn post last month. “Please, please, PLEASE help your customers know when I have hit the little "x" to close the chat window, and you know, maybe help them WAIT awhile for me to decide I need help?!!” Dun wrote.
    https://www.cmswire.com/customer-experience/chatbot-brakes/
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  10. UX design is all about providing your users with the information they’re looking for, and doing so in the cleanest and most intuitive way possible. However, in order to do this successfully, UX designers must understand how their visitors experience the website or mobile app; a task which can get a little sticky if they don’t have the right tools in place. In fact, I can think of one tool in particular that may consider to be an extremely important currency when it comes to UX design. Let me introduce you to user feedback…
    https://mopinion.com/why-ux-designers-need-user-feedback/
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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.