Intergamma, the organisation behind brands GAMMA and KARWEI is the largest DIY (hardware) company in the Benelux region – with nearly 400 locations across the Netherlands and Belgium. As part of their online vision, Intergamma has set its sights on becoming the largest and best omnichannel retailer in the Benelux region. They knew that in order to achieve this status, two things were certain: the customer must continue to come first and all physical stores, website and mobile apps should be in tip-top shape. This ambition ultimately led to a pilot with Mopinion Feedback Analytics software.
https://mopinion.com/from-pilot-to-proven-intergamma-customer-story/
"Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that…
…mapping tools had to evolve because people failed to see the value in mapping with the then-current approaches; in addition, maps were not proving to be that catalyst for change that they are designed to be. In order to be that catalyst, maps have to be actionable. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? Data-driven decisions are all the rage, and rightly so.
What kind of data? There’s no shortage of data, right?! Obviously, the data needs to be related to the journey you’re mapping, but here are some examples of the types of data you can add to the map."
https://www.business2community.com/customer-experience/why-do-i-need-data-in-my-journey-maps-02145934/
Netflix has long been known to use algorithms to predict what you may want to watch based on what you have viewed in the past. It now also customizes the artwork shown for each recommendation, based on the customer’s most-watched genres. Netflix is one of many companies focusing on personalization as potential profit. This personalization allows CIOs to directly engage with the customers they are trying to sell to; this direct interaction allows for new opportunities to innovate.
A simplistic approach is to directly engage customers in the innovation process in order to understand their demands and increase the likelihood of success. The more complex answer is to create a comprehensive approach, differentiate customers and limit direct engagement to ensure accuracy without becoming intrusive. This can be accomplished using personalization, crowdsourcing and listening to the voice of the customer.
http://www.cxotoday.com/story/engage-directly-with-customers-for-it-innovation/
Customer feedback is the best source we have for collecting the consumer insights we need to improve our businesses. Asking for feedback, analyzing it and implementing product/service fixes where necessary can make all the difference for building brand loyalty and achieving success.
In fact, the most successful businesses today take the thoughts and feelings of their customers seriously. It's been clear to me, offering my company's, Varidesk's, products through Amazon that that retail giant sets the standard. It gathers customer insights, data and feedback, then uses that information to drive innovation in operations.
https://www.entrepreneur.com/article/315805/
Customer feedback is crucial to running a successful business. From improving your customer experience to perfecting your services or products, customer feedback will tell you most things you need to know to grow your business.
However, gathering quality customer feedback isn't always easy. Business News Daily talked to business owners about how they gather feedback. Here are five tips.
https://www.businessnewsdaily.com/11074-easy-ways-to-gather-customer-feedback.html/
Get customer experience right and profit will follow. That’s the conclusion of a survey by Hotjar of 2,000 CX professionals published in November 2018. Only 12 percent of respondents regarded their companies as being mature when it came to customer experience.
“Customer experience leaders prioritize delivering an outstanding experience over everything else (yes, even over revenue),” the Hotjar survey states. The leaders focus on current customers, rather than obsessing about potential ones. They allocate a regular amount of time every week to make calls, meet for coffee or find out about the support issues of their customers. They follow the Golden Rule of customer experience: “Treat customers how you would like to be treated.”
https://www.cmswire.com/customer-experience/customer-experience-trends-for-2019/
Becoming a great at selling – or anything else for that matter – is about making adjustments. In order to make an adjustment you need feedback – something you see, hear or feel that informs your ability to adjust. Take Baseball for example. When I watch my son hit he receives instant feedback from every swing of the bat. He usually crushes the ball and that suggests that no adjustment is needed. If he tops the ball or pops it up it is probably an issue with timing. If he peels the ball to the right, he probably opened his front shoulder too early. If he squares the ball up but doesn’t drive it he probably failed to use his legs. He also has 5 private coaches who coach him or, in other words, provide feedback.
That brings us back to selling. Salespeople need feedback too.
http://customerthink.com/how-getting-feedback-and-making-adjustments-are-the-keys-to-sales-improvement/
So you’re about to launch a new product on your shelves. There’s a clear market for it, it’s the right price and customers really liked it during the research phase.
Then you launch it and it fails to sell. So what went wrong? Are the customers to blame?
Well, no. It turns out we’re actually not very good at knowing what drives our own behaviour and what we say in focus groups is not always a reliable predictor of what we’ll end up doing in the real world.
But there is hope. A relatively new field of research called behavioural economics has been making huge progress in understanding what drives our behaviour.
https://www.retail-week.com/retail-voice/understanding-the-forces-that-shape-consumer-behaviour/7030517.article?authent=1/
Embracing direct feedback from your customers can help you learn a lot about what your company is doing right and what you might improve upon to be more successful. Online customer surveys are one way to gather insight.
Like any method of customer research, their usefulness depends on how well they’re planned and executed. And one of the most important components of planning a survey is crafting the questions it will include.
http://www.hutchnews.com/news/20181118/crafting-online-surveys-for-customer-feedback/
When customers have a positive experience with a company, they’re likely to share their thoughts with an average of nine people. But they’ll share thoughts on negative experiences with about 16 people, nearly double the amount.
Companies are wise to correct any issues that lead to poor experiences before customers share their negative opinions with the masses, but you won’t know what those issues are unless you ask. Customer feedback survey emails are an effective tool for gathering information that can help you craft a positive experience every time.
https://www.business2community.com/customer-experience/how-to-write-a-customer-feedback-survey-email-02141136/
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