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  1. Heaps of companies are shifting their focus to the online Voice of the Customer. In fact, many of these companies have been asking us how our solution differs from other feedback tools on the market. A sensible question actually, considering many tools look very similar to one another on the front-end. That’s why we’ve created an overview that hones in on the major differences between Mopinion and Usabilla.
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  2. When retail brands started measuring CX through emails or SMS, they thought they would be rewarded with several benefits. For one, they would constantly monitor the pulse of their CX and react quickly to solve customer problems. Besides, CX conversations would start to happen across the organization and brands would have access to a benchmark. Customers would also be rewarded as they would be offered a new way to highlight issues or pass compliments. And, to a certain extent, some of those benefits did materialize.

    It was the time when some software vendors were claiming CX would improve if companies simply launched a CX measurement program (be it NPS or something else, as long as it used their software) that encompasses those metrics across the organization.
    Tags: , , , , by eringilliam (2018-05-23)
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  3. Want to take a look behind the curtain of leading feedback analytics software Mopinion? We recently sat down with Mopinion co-Founders and feedback experts, Udesh Jadnanansing and Kees Wolters to get their advice on how businesses can make their customer feedback truly meaningful.

    In this interview, Jadnanansing and Wolters elaborate on key topics circulating the feedback industry such as how to harness the right data, how to improve customer experience and engagement, what a successful data exchange looks like, how brand-to-consumer relationships will evolve over the next few years and more…
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  4. Listening to your customers and taking action to solve their challenges is the first essential step to Customer Success. That’s why Voice of the Customer (VoC) is a critical component to driving company-wide efforts to deliver value and happiness to clients. VoC consists of initiatives designed to capture customer insights, close the loop on feedback, and prioritize improvements to produce happy and successful clients.
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  5. Is the customer always right? Maybe not, but their thoughts will always be an integral part of improving customer experiences. The Voice of the Customer (VoC) refers to feedback from customers on “their experiences with and expectations for your products or services”, according to survey software company Qualtrics. Feedback is more than just a survey—collecting VoC data is an in-depth process that compiles detailed information that companies can use to improve processes successfully.
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  6. Most executives recognize that customer experience is important to their businesses. In fact, Gartner Group says that 89% of companies expect to be competing primarily on customer experience by now.

    To compete on customer experience, companies need to consistently deliver a better experience. To do that, they need to understand the experiences they’re delivering today. This is why voice-of-the-customer (VoC) programs are such a priority for so many businesses; the ability to listen to your customers is crucial to your ability to compete on customer experience.
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  7. Online customer survey tools are a great way of engaging with your customers and discovering insights into various areas of online performance. For example, you can use survey tools to trace product feedback, carry out market research, measure customer service, the performance of your newsletters and much more. But which online customer survey tool is best for your business? Let’s take a look at one in particular: Qualtrics.
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  8. For years, investments in the voice channel have taken backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone.
    Tags: , , , by eringilliam (2018-05-22)
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  9. It’s O.K. if you find yourself questioning what the Voice of Customer really is. Sure, it has “voice” and “customer” in it. Naturally, most people would assume it’s simply a company’s effort at monitoring their customers’ experience with their product or service.

    Now, this is definitely one part to it… but there is so much more!

    The Voice of Customer should focus on “closing the loop” by going through all the steps of the process presented below and showing the customer that their concerns really do matter.
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  10. 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. So how do you know which type of VoC software is right for your business?
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About - Made with in Rotterdam

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.