When an organization has a holistic understanding of their customer experience (CX), it provides an opportunity to make more informed CX improvements. Voice of the Customer (VoC) programs are a proven way businesses can collect solicited customer feedback to gain a deeper understand of how customer expectations compare to customer experience and take action to drive improvements.
http://customerthink.com/5-benefits-of-collecting-solicited-customer-feedback/
Planning season is well upon us and I’ll bet there are more than a few leadership teams hoping find a Voice of the Customer (VoC) program under the budget tree for next year. What’s not to like? VoC programs drive more sales, reduce service escalations, improve user experiences and have us sprinkling delight and enchantment across the land!
https://www.business2community.com/customer-experience/the-voice-of-the-customer-is-a-choir-02120437/
Mopinion is proud to announce the launch of its very own survey marketplace! It’s the perfect way to learn more about the ingredients needed to create and employ powerful online surveys. Choose from one of our eight survey template categories and access nearly thirty live template examples, a list of benefits for each survey, and advice on which questions to use.
https://marketplace.mopinion.com/survey-templates/
Website Intercept Surveys are an ideal solution for many businesses. Not only do they have high response rates, but they are also effective in giving your business the necessary insights to improve website usability and customer satisfaction as well as achieve long-term goals such as customer retention. However, creating and employing website intercept surveys isn’t always a straightforward process. Some teams require a little extra guidance in constructing these surveys. That is why we’ve created this clear cut overview of the best website intercept survey templates to help get you started.
https://mopinion.com/the-best-website-intercept-survey-templates/
Fact: virtually everything your customers do on your website or mobile app produces data; data that not only can be leveraged to create marketing strategies and boost conversions but also increase your bottom line. All that is needed is an efficient way of both storing and employing the data. This is where Data Management Platforms (or DMPs) come in handy.
https://mopinion.com/top-10-data-management-platforms-dmp/
According to Adobe’s recent digital maturity survey, a majority of digitally mature companies are increasing their budgets in both personalisation and optimisation in order to stay competitive. Leading brands understand the best experiences are consistently personal.
Yet, many companies struggle to scale the delivery of personalised experiences across channels. To solve for these challenges, Adobe today announced new artificial intelligence (AI) innovations with Adobe Sensei, the company’s AI and machine learning technology, in Adobe Target and Adobe Experience Manager, part of Adobe Experience Cloud.
https://itbrief.co.nz/story/how-to-use-ai-to-optimise-customer-experiences/
As creatures of habit, established customers will come back to your business unless you give them a reason not to. 92% of consumers will stay loyal and increase their business with a company when their queries are handled quickly and effectively. However, bad communication and poor customer experience is overwhelmingly (81%) the cause of clients taking their business elsewhere. With over 60% of companies citing customer experience (CX) as the best tactic for increasing customer lifetime value and loyalty, seamless communication is the key to addressing clients’ needs.
https://www.uctoday.com/news/blog/bad-customer-experience-a-good-reason-to-jump-ship/
Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables. However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge. If retailers do not have a well-defined, structured measurement strategy, it’s very difficult to gauge how much CX is worth and show where it generates value – both for customers and for the business. Delighting customers comes with a cost. Delivering a superior customer experience should meet; even excel customer expectations. But, not at any cost.
http://customerthink.com/how-to-measure-retail-customer-experience/
“Your focus needs more focus,” urged the martial arts master, played by Jackie Chan, in The Karate Kid remake. The same could truthfully be said about any of our businesses. Focus is difficult to achieve and maintain. It requires constant diligence and discipline.
We could all learn from the experience of Phononic, the developer of solid-state cooling solutions used in a variety of applications and industries. Founded in 2009 and headquartered in the Research Triangle Park area of Durham, NC, this private company has been named a CNBC Disruptor 50 (twice!) and was just recognized for account-based marketing innovation at the #FlipMyFunnel conference, where I first met them. As a company who is just beginning to take their technology out of the lab and into the market, focus is everything.
https://www.forbes.com/sites/jenniferdavis/2018/09/10/5-ways-to-focus-on-the-buyer-and-their-journey/#10360c177c53/
Companies work hard to listen to the voice of the customer (VoC) and innovate based on what they hear, but passive listening isn’t enough. I’ve found that you must always be on the lookout for new ways customers can connect with you and seamlessly share information to help you deliver products that better meet their needs.
The B2B technology company for which I work is doing some pretty amazing things in this area with many longstanding, and recently established, customer outreach programs. These programs serve as templates for active listening that are uniquely and directly connecting customers with our CX team, customer service and support — and more specifically with product development and product management.
Feedback channels are ongoing resources for us and help ensure that we approach VoC and product innovation from the customer’s perspective, developing new products and features that align with their current and future needs.
http://customerthink.com/4-ways-to-align-customer-feedback-and-product-innovation/
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