Want to take a look behind the curtain of leading feedback analytics software Mopinion? We recently sat down with Mopinion co-Founders and feedback experts, Udesh Jadnanansing and Kees Wolters to get their advice on how businesses can make their customer feedback truly meaningful.
In this interview, Jadnanansing and Wolters elaborate on key topics circulating the feedback industry such as how to harness the right data, how to improve customer experience and engagement, what a successful data exchange looks like, how brand-to-consumer relationships will evolve over the next few years and more…
https://mopinion.com/making-customer-feedback-meaningful-interview-founders/
Serving over six million visitors each week, Dutch retail chain, HEMA is expanding rapidly. HEMA now has stores in nine different countries including the Netherlands, Belgium, Luxembourg, Germany, France, the United Kingdom, Spain, Austria and soon in the United Arab Emirates. This tremendous growth certainly presents its challenges when it comes maintaining a smooth online customer experience – but it also represents an exciting digital undertaking for the Dutch company.
https://mopinion.com/customer-success-story-hema/
Data-driven Voice of Customer analytics is proven to increase lifecycle value and reduce churn by delivering the insights companies need to dramatically improve brand and product experiences. There are six steps involved in building an effective VoC analytics program:
https://www.lexalytics.com/lexablog/effective-voice-of-customer-voc-analytics/
If you are reading this article, my guess is that you are already on board with customer feedback. You have recognised the value of having a strong feedback programme and you’re well aware of what it can do for your websites and mobile apps – as well as your brand as a whole. However, for you (and most other organisations), it’s not a question of whether you should start collecting and analysing customer feedback, but rather how to get your teams on board with the idea and contributing to the effort.
Here is our 3 step process for getting your team on board with customer feedback.
https://mopinion.com/getting-your-team-on-board-with-customer-feedback/
Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then acting on their preferences and aversions. The voice of the customer (or VOC) consists of three distinct types of customer feedback: direct, inferred, and third-party.
https://www.zappix.com/blog/how-the-voice-of-the-customer-can-transform-cx/
More and more government agencies and NGOs are starting to focus on what is called ‘the online citizen experience’. In fact according to an Accenture survey, nearly 65% of public service leaders have claimed that a personalised, online citizen experience is one of their highest priorities. However, in order to achieve this, these agencies must digitise their efforts and start catering to their citizens in an online environment. So how do they do that exactly?
https://mopinion.com/government-agencies-ngos-online-customer-centricity/
Old-school marketing techniques that include guesswork held up by flimsy market research don’t always reflect what consumers want. But now retailers can eliminate the guesswork and incorporate real consumer feedback to gain a competitive edge.
Plus, Millennials are excited to work with robots, complain to robots, and date robots, so it comes as no surprise that they want robots to help them pick out an outfit, an automobile, or a weekend getaway.
Whether it’s Amazon’s AI-fueled recommendations revolutionizing the product chain or the entire advertising industry adjusting to Google’s and Facebook’s algorithms, AI has been shaping the online retail space more than any technology besides the internet itself.
https://readwrite.com/2019/01/30/use-ai-to-deliver-a-seamless-consumer-experience/
The need to constantly optimize their site is one of the biggest challenges faced by anyone investing in mobile commerce.
But how can they not? Also referred to as mcommerce or m-commerce, mobile commerce is an advancement of ecommerce that enables people to buy and sell products from virtually anywhere by use of a mobile device. Basically, any monetary transaction that’s completed on a mobile device constitutes as mcommerce.
https://thriveglobal.com/stories/how-to-optimize-your-ecommerce-site-for-mobile-conversions/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
A new study on brand feedback reveals just how minor the vocal minority really is. Research from Apptentive finds that most brands hear from less than 1% of their customers.
Customers rarely leave feedback in any form. Moreover, when they are inclined to leave feedback, they’re often met with a process that is clunky and time-consuming. As a result of brands not being proactive in their efforts to gather feedback in non-intrusive ways, they only end up hearing from their smallest and most vocal group of customers.
https://www.searchenginejournal.com/less-than-1-of-customers-leave-feedback-for-businesses/290269/
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