Data management platforms, or DMPs (which is ‘agnostic’ and plugs and plays with any system) allow marketers to personalise at scale, with the flexibility they need: they can orchestrate messages in real-time across any platform, from a cutting edge smartwatch to an ancient CRM system.
https://mopinion.com/humanising-marketing-with-data-management-platforms/
The holiday season is in full swing. And while most ecommerce businesses have been preparing for this for months already, we can’t help but notice that many of these same businesses are missing one important element in their strategies. Sure, they’ve optimised their mobile apps, set up various discounts and promotions to reel customers in, and updated their merchandising strategies…But what about the customers? How are they experiencing the holiday rush? Are there certain funnels in which they’re struggling?
https://mopinion.com/tis-the-season-for-customer-feedback-heres-why/
Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations.
In the age of the Customer Experience (CX), these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering.
https://www.iperceptions.com/blog/successful-voice-of-the-customer-program/
2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins.
But this is where they hit a wall. The latest Forrester CX Index demonstrated that, for some companies, scores actually declined and others reached a plateau. In a word, CX programs are “stuck.”
So, how can we unstick our CX programs and generate greater momentum in what was once declared a centerpiece of the CEO’s agenda? Here are seven tips to help move your CX program in the right direction.
http://customerthink.com/your-cx-is-stuck-now-what-7-tips-to-get-moving-in-the-right-direction/
Content largely defines the success of your business, so why wouldn’t you make it a priority to have the best website content out there? Content performance surveys are the perfect way of keeping things like product content, online support features and blog posts in tip-top shape.
https://marketplace.mopinion.com/survey-templates/embedded-survey-yes-no-website-content/
Instead of having to blast your content on metaphorical loudspeakers, the consumers of today see themselves as their own personal brand. They want to invite you into their inner circles – on one condition: they want a company that they can identify with, that is aligned to their vision of themselves.
The rise of the internet has also led to the rise of accessible information. Almost everything is just a click away, and this has changed the game of marketing immensely. Consumers are now more aware of what’s out there, and feel even more inundated by it.
https://www.mumbrella.asia/2017/12/damien-bray-woo-your-customer-like-a-lover-not-a-one-night-stand/
A great many companies continue using market research institutes that collect data through extended surveys in order to evaluate their websites. Every quarter, a bulky power point presentation then puts forward the collected data and analyses mishaps and improvement actions.
https://mopinion.com/without-real-time-insights-you-lose-customers/
Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.
The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.
The problem is that brands fail to realize the primary value of VOC data. Information culled via customer feedback is valuable because it creates internal alignment and provides insights that allow brands to execute quicker than the competition.
https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
It’s no secret that it costs 5 to 25x more to acquire a new customer than it does to keep a current one. It should also come as no surprise then that it’s much easier to sell to an existing customer than a new one. Marketing Metrics reports that businesses only have a 5-25% chance of selling to a new prospect, but they have a 60-70% chance of selling to a returning customer.
The inbound methodology is all about helping customers at every step of the buyer’s journey and beyond to turn happy customers into promoters. So, how do you know your customers are happy? And if they’re not, how are you handling their concerns? What else do they need that you could offer them?
Actively collecting and listening to customer feedback is a process called Voice of the Customer (VoC). VoC is about knowing how your customers perceive your company, how they feel about the products/services they've purchased, and what other needs they may have that you can address.
https://www.manobyte.com/why-you-should-start-a-voice-of-the-customer-program/
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
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