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  1. A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
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  2. The technology industry is – without a doubt – fiercely competitive. This is especially true for startups that offer Software as a Service (SaaS) as their survival obligates them to meet demands of constant innovation, adaptability and customer satisfaction. Consequently, these businesses must know how to successfully exploit new opportunities for growth as well as deliver an exceptional customer experience.

    As a fellow SaaS company, Mopinion is very familiar with all the ins and outs of making a product successful and maintaining a certain level of innovation, while simultaneously meeting the needs of current and future customers.
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  3. Consider the rise of customer success. Because 74 percent of consumers feel contacting customer service is a frustrating experience, few speak up until they’ve had a truly bad time. The trouble is, just one negative experience is all it takes to send more than half of consumers packing for a competitor.

    That’s why, instead of waiting for customers to call in, customer success managers monitor usage data like average session duration and login frequency. Although customers might hesitate to reach out about a page that won’t load, constant refreshing can signal that they’re struggling. Among U.S. adults, 87 percent want companies to proactively contact them before small issues turn into serious trouble.
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  4. Nearly two-thirds of businesses (63%) actively collect and implement feedback from reviews into their apps, according to a new survey by The Manifest, a business news and how-to website. Meanwhile, 25% read reviews and only sometimes implement feedback, and just 10% read reviews and never implement feedback.

    The Manifest surveyed 301 app developers and marketers across the U.S. to determine how businesses implement feedback from mobile app reviews.
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  5. Digital marketing is now firmly embedded in our day-to-day lives; we start our day with newsletters and check our Facebook before bed. Its influence will continue to grow in 2019, and new advertising trends built on today’s digital innovations will grow along with it. It’s your job to learn to distinguish them and adapt your marketing strategy accordingly.

    Here are four digital marketing trends to watch out in 2019:
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  6. If marketers think brand trust is just a nice-to-have, a new SurveyMonkey survey shows it’s a must-have.

    “Businesses that fail to establish trust — the foundation of any relationship — will lose to businesses who can,” said SurveyMonkey CEO Zander Lurie in a statement accompanying the survey results. The survey conducted by his company found that brand trust affects the bottom line in a variety of ways.
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  7. When asked what they saw as the number one opportunity in ecommerce marketing today, 30% of brands said ‘More accurate consumer targeting across retailers.’

    Brands also cited three other key opportunities: ‘Improved user experience’ (22%), ‘Voice search advertising’ (14%), and the closer alignment of digital marketing with merchandising teams (8%).

    In our recent Era of Ecommerce research report with Catalyst and Search Engine Watch, we found a number of interesting insights on the ecommerce landscape today, what opportunities and challenges exist, and how marketers are — or are not — rising to meet them.
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  8. When it comes to the customer experience, consumer comfort levels with artificial intelligence can vary greatly depending on how the technology is applied. As we shared in a recent ebook, consumers often think AI is ‘creepy’ when it utilizes information they did not directly provide. In other circumstances, however, AI is seen as useful, particularly when it makes recommendations based on past interactions.

    In a recent survey conducted by Interactions, we looked at how AI impacts the customer experience in order to better understand how companies can best apply this technology to their benefit. One takeaway from the research that was pretty clear: consumers prefer to interact with conversational AI. In fact, 79% of respondents said that one of the most useful capabilities of AI in providing a positive customer experience is the ability to use conversational words or phrases, as if they were talking to a human, rather than speaking “robot talk”. Additionally, 70% said they prefer interacting with a virtual assistant that has a human-like voice or personality as opposed to a computer-generated voice.
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  9. At its core, conversational experience is an easy-back-and forth with a customer on a specific channel such as chat or voice. The customer is able to speak or type naturally and ask spontaneous questions — without having to navigate cumbersome IVRs, thank you very much. In short, said Jim Freeze, CMO of virtual assistant provider Interactions, customers are able to talk or type to a virtual assistant exactly how they would if they were speaking with a human. Or put another way: “The idea is to move away from forms and buttons to a process that enables an exchange that resembles what we have in a 1:1 conversation with a friend,” said Ajeet Kushwaha, director of bots and automation at customer engagement software provider Freshworks.
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  10. Today’s marketing environment is undeniably a busy one. In fact, it’s almost impossible nowadays for digital marketers to perform their tasks without the right tools at their side; tools that automate and simplify processes ensuring they get a good return on their marketing investment. This is essentially where having a marketing technology stack becomes fundamental to your success as an online company.
    So what is a marketing technology stack? Why do I need one? And which tools do I need to complete mine? Let’s take a look.
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Mopinion: The Leading Voice of customer Tool

Mopinion is a proud sponsor of voice of customer 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 Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.