Whether you’re using a chatbot, NPS or another means of collecting customer feedback, you will need a reliable solution to be able to analyze the data you collect to be able to decipher insights in the right context. Verbatim, or free-text responses can be notoriously hard to analyze, which is why Natural Language Processing (NLP) methods are used to ensure correct analyzation. At Thematic we use NLP and (Machine Learning) ML in addition to our own AI which we’ve developed to analyze verbatim feedback responses.
Many companies collect vast amounts of customer data but simply don’t know what to do with it or how best to derive meaningful insights from it. Is this your company? The key word being meaningful, as insights can be plenty but unless you can put them in to the right context it will be meaningless for your business.
http://customerthink.com/how-to-get-actionable-insights-from-your-customer-feedback-analysis/
The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.
That was the consensus across panellists at CMO’s breakfast event, entitled ‘Creating more Intelligent Customer Customers’, held in Melbourne on 22 May. IAG executive GM of customer futures, Customer Labs division, Jill Baptist, said the emphasis of her team is on understanding how to cut through the noise and achieve that next level in customer engagement.
https://www.cmo.com.au/article/641852/panel-quick-wins-customer-experience-improvement-over/
Co-founder of Aircall, Jonathan Anguelov explains to Information Age the future of customer experience and why business leaders need to move away from siloed channels to a fully digitised system, allowing greater interaction.
https://www.information-age.com/future-of-customer-experience-123473120/
Numerous studies on customer experience (CX) highlight the crucial role company culture plays in delivering a great customer experience. Yet very few casino operators have addressed cultural issues in their endeavors to improve customer experience.
Organizational culture, simply stated, comprises the values, norms and behaviors that determine the social and psychological environment of the organization. While virtually every gaming company has the word “customer” in its mission statement and values statements, the operational ethos of the workplace is often at odds with the stated mission and values.
http://www.asgam.com/cover-stories/item/4937-five-signs-that-your-organizational-culture-is-toxic-to-customer-experience.html/
Engaging with customers and collecting their feedback is a competitive edge available to any enterprise willing to invest in data management, process optimisation, and creative design. Insights from customers collected through surveys and other feedback mechanisms are the backbone of Customer Experience (CX) management.
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There is often a rigorous debate about what metrics you should collect with your Voice of the Customer (VoC) programme, such as Net Promoter Score®, Customer Satisfaction and Effort score, to name a few.
https://www.mycustomer.com/experience/voice-of-the-customer/customer-feedback-how-collection-devices-skew-results-differently/
Every e-commerce business knows the relevance of customer feedback—and how hard it can be to obtain it. Not to mention, once you get it, how do you make it useful for overall business strategies?
According to our own internal data, 50 percent of our Feedback clients send more than 1,900 review requests a month—in some cases to customers across multiple marketplaces. Want to know how to craft the perfect feedback messaging to fit all consumer types? Here’s what you’ll learn from this post:
https://www.xsellco.com/resources/e-commerce-customer-feedback-templates/
9 out of 10 customer experience professionals’ lives will change after reading this blog.* Getting buy-in for your voice of customer (VOC) program can be tough. As a voice of the customer leader, you often battle with influencing stakeholders internally, to be able to progress your initiatives.
(*Okay maybe not, but I got your attention and since getting buy-in for VOC programs is notoriously difficult, I thought these tips might make your life a little easier, at the least).
http://customerthink.com/how-to-influence-mangers-for-voice-of-customer-speak-in-your-stakeholders-language/
In-store experiences are here to stay, and the technology being used is getting bigger, better and bolder.
With 81% of UK consumers seeing the physical store as vital to the shopping experience (according to November 2017 research from Vista Retail Support), incorporating new technology can enhance customer engagement and increase sales.
Current retail technology trends highlight the exciting new direction for in-store experiences and underline the importance of blending and balancing offline with online.
https://www.retail-week.com/retail-voice/retail-tech-trends-that-enhance-customer-engagement-/7029305.article?authent=1/
There's no shortage of buzz around the voice of the customer (VOC) and how it should shape a brand’s external policies, products and services for the benefit of its bottom line. However, the concept of turning customer feedback into practical results can seem abstract to an organization that’s used to make decisions based on data and “gut feelings” alone. But the reality is, the world’s most successful tech companies do listen to feedback (sometimes, anyway), and they do have a history of action upon it when it makes sense.
To highlight these VOC program successes, and to give inspiration to other brands, here are five tech companies who took the voice of their customer seriously.
https://www.cmswire.com/customer-experience/5-tech-giants-taking-the-voice-of-the-customer-seriously/
Insightful guest post by AB Tasty about the power of Website Testing and Personalisation and how these two contribute to achieving an increased Customer Experience and therefore, increased Conversion Rates.
https://mopinion.com/how-to-increase-cx-through-testing-and-personalisation/
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