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  1. A customer is one of the most important aspects of a business. If a business is able to delight customers by providing excellent customer service, then it will boost customer retention and business growth.

    According to the report, “A Survey of Customer Service from Mid-Size Companies” by Dimensional Research, 52 percent of customers who have experienced positive customer service said that they purchased more from the company.
    http://techstory.in/5-technologies-small-business-can-use-to-improve-customer-service/
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  2. That’s right! Mopinion and Contentsquare are at it again. Next month we will be hosting the next edition of the Champagne Breakfast. This time the event will focus on how to run more effective experiments in ecommerce.
    The breakfast event, themed ‘Make experimentation sexy again’ will cater to an exclusive audience of ecommerce teams and include guest speakers from Tomtom and Intergamma, who will present cross-vertical strategies for how to run more effective experiments in ecommerce.
    http://mopinion.com/mopinion-contentsquare-organises-champagne-breakfast/
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  3. Many businesses today are tasked with a common issue, making a connection with Gen Z. This new generation of consumers is unique to other age groups as they have been born into the era of technology and the 24/7 economy. In 2020, Gen Z will make up 40 percent of U.S. consumers, so many businesses need to be prepared to capitalise on this rising market segment. After all, they currently have the buying power of $143 billion.
    http://uctoday.com/contact-centre/the-answer-to-connecting-with-gen-z-the-power-of-voice/
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  4. Responding quickly is a critical business driver. This requires data centers live on the edge to deliver real-time data for an enhanced customer experience.

    Consumers expect instantaneous information and services from the companies they interact with. IDC estimates that the average person will interact with connected devices approximately 4,800 times a day by 2025, and while these interactions yield valuable user information that enable companies to personalize their customer service, the amount of data creates major challenges for data centers.
    http://rtinsights.com/edge-computing-critical-for-enhanced-customer-experience/
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  5. Time for our very first Mopinion Employee in the Spotlight of 2020! For those of you who are unfamiliar with this blog series, the Employee in the Spotlight is a monthly publication that individually highlights the Mopinion team members. Why do we do this? We want to give our audience a taste of Mopinion culture and show you the faces behind our software, and well, just because we think it’s fun! This month we’d like to highlight a new(er) member of the development team Aruna Sripriya Konijeti.
    https://mopinion.com/employee-in-the-spotlight-aruna-sripriya-konijeti/
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  6. Customer experience (CX) efforts remain inconsistent in many organizations, but there are signs of greater commitment and execution for 2020, according to Gartner, Inc. Gartner’s 2019 Customer Experience Management Survey revealed that more than two-thirds of CX leaders expect budget increases in 2020.
    http://martechseries.com/sales-marketing/customer-experience-management/74-percent-of-customer-experience-leaders-expect-cx-budgets-rise-2020/
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  7. Most businesses believe that they are “customer-centric.” Most customers disagree. This is the “CX Perception Gap” or the “Delivery Gap” – whereby companies think that they are focussing on their customers, but customers just aren’t feeling it.

    Having an awareness of this discrepancy can only serve to improve CX as it shows that the standard CX trends and tactics don’t do much to impress customers.
    http://customerthink.com/bridging-the-cx-perception-gap/
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  8. Because CRO plays an increasingly important role for companies and developments are constantly changing, it has become a highly discussed topic among experts.

    The CRO Heroes (or ‘CRO Helden’ as they are called in Dutch) is a selected group of conversion specialists from various, reputable companies. The group meets regularly throughout the year, each time at a different external location. And this time they’ll be heading to the Mopinion HQ!
    http://mopinion.com/mopinion-to-host-a-meetup-for-the-cro-heroes/
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  9. A digital identity, the web equivalent of real identity, is experiencing widespread adoption for identification and authentication in sharing economies.

    The possibility of having a verified virtual identity has opened up a plethora of opportunities for smooth online transactions anywhere in the world. Having access to personal credentials online streamlines business workflows and makes it convenient for customers to make purchases, transfer funds or sign up for government e-services in a matter of seconds.
    https://customerthink.com/digital-identity-woes-3-ways-to-balance-customer-experience-and-safety/
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  10. Though 80% of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our report ‘The Good, The Bot and The Customer Experience’ found there is a significant disconnect between what customers expect and what brands think they are delivering.

    In fact, a whopping 91% of UK consumers say they have been left feeling frustrated by the customer service they receive, with top grievances including being left on hold too long and needing to repeat their issue multiple times.
    https://www.marketingtechnews.net/news/2020/jan/13/why-despite-hype-ai-could-be-failing-your-customer-strategy/
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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.