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/
Improve customer loyalty. Reduce customer churn. Maximize revenue. These are the top reasons why so many organisations have employed Enterprise Feedback Management Software(EFM). Interestingly enough, in a highly competitive market where your competitors are just a click away, we’re seeing that some organisations still haven’t embraced EFM. In fact, according to Destination CRM, only 42% of organisations are using one or more technologies to back their VoC programmes. So why haven’t they all jumped on the bandwagon? Could this perhaps be a matter of not knowing which software to employ? Then we’ve got your covered.
https://mopinion.com/enterprise-feedback-management-efm-software/
Bots have been garnering a lot of attention recently. The majority of coverage has been positive but it has also garnered negative attention as it relates to Russian bots and their involvement with the 2016 election. Regardless of sentiment, bots are simply a software application that can perform tasks and computations much faster than a human. Bots have been around for quite some time and there are thousands of Bot applications in use today. Many of which provide useful services for consumers and help drive positive customer experiences for brands every day. Brands use Bots for a variety of reasons, some of those include but are not limited to:
+ Engaging An Audience
+ Collecting Feedback and User Insights
+ Facilitating the Sale of Goods and Services
+ Integrating Customer Service Across Digital Touchpoints
+ Personalizing Experiences
http://customerthink.com/to-internet-bot-or-not-as-part-of-your-mystery-shopping-solution/
Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity!
Remember the old Gartner stat: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. It's from a few years ago but still fairly representative. I've seen the 10% as high as 34% in some studies. Perhaps the 5% has bumped up a bit, but tell me the last time you heard from a company after providing feedback. It's pretty rare.
https://www.cx-journey.com/2018/05/tips-for-designing-closed-loop-feedback.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+CxJourney+(CX+Journey%E2%84%A2)/
Customer feedback isn’t always pretty, but it can be vital to your bottom line.
Although gathering data about your business seems like a daunting task, there are proven ways to accomplish this when you have limited experience and a limited budget. One such method, as Sergio Perez explains, involves a trial and error strategy he refers to as the “science experiment” method. It involves crafting specific theories about products and services and then testing them with guests.
Note that this is vastly different from asking for general feedback. The process involves three easy-to-follow steps:
https://www.mileoneinc.com/the-scientific-method/
Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. There’s an old Gartner statistic that I still like to share because I believe it’s relevant to this day:
95% of companies collect customer feedback, yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard.
This statistic is a good, high-level representation of how companies have matured or evolved (or haven’t) along the continuum of data-driven success.
Let’s take a closer look at that continuum. And let’s assume that Phase 0 is not listening or looking at data at all.
http://customerthink.com/the-continuum-of-data-driven-success/
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/
When it comes to improving customer satisfaction, doing customer feedback correctly delivers arguably the single biggest return on investment. There are many other noble initiatives you can take to improve your customers’ experience, but without a good feedback program, they’re just icing on the cake.
How does feedback live up to this promise? Let’s have a look at all the benefits it unlocks:
https://www.surveway.com/the-9-game-changing-benefits-of-gathering-customer-feedback/
Almost every company is actively reaching out to customers to gather critical feedback. The signals and voices you receive from your client base can have a huge impact on your strategy and tactics. According to Gartner, 95% of B2B companies have a voice of customer mechanism.
But only 35% take action on that feedback.
So why is there such a huge gap between the companies that gather feedback and the companies that act on it? And that's the beginning of the missed opportunities. Even fewer companies implement improvements and close the loop with customers.
https://www.gainsight.com/event/3-essential-elements-modern-voice-of-customer-program/
Forget about Beyonce & Jay-Z, Kim & Kanye, or David & Victoria. There’s a new power couple in town. Mopinion is proud to announce the new and robust Tealium and Mopinion integration; a powerful alliance between tag management and customer feedback that combines precision targeting and smart data collection, giving users relevant and informative insights into the digital customer experience.
Tealium offers an extensive suite of data solutions catered to helping digital teams effectively manage large sums of data. With Mopinion, users can collect and analyse customer feedback from online visitors on websites and mobile apps.
https://mopinion.com/tealium-and-mopinion-newest-data-power-couple/
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