eringilliam: customer-success*

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  1. With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
    https://mopinion.com/leroy-merlin-chooses-mopinion-to-shape-online-voc-programme/
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  2. A question we often hear people in the CX community ask is: “Why is my Voice of the Customer programme not going to plan?” Now, to be honest, this question is a tough one to crack. Part of the problem is defining what ‘not going to plan’ looks like. Is the programme not achieving your goals? Is it not getting the business benefits you expected? Has an in the first place?

    While we can’t explore each and every detail in this blog post, there are some common pitfall that we want to share. These are the main mistakes that we’ve seen brands make time and again which have thrown their VoC programme off-course.
    https://ravingcontent.rantandrave.com/why-your-voice-of-the-customer-programme-isnt-going-to-plan/
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  3. It's not about how long you’ve been in business; it’s about how you conduct business. Some of the best-known brands have fallen by the wayside because they’ve not kept pace with modern customer needs - they don’t understand the traits and characteristics that define what customers now want.

    We’ve seen a real change in customer expectation. In almost every industry, new brands have emerged as challengers purely on the strength of successful VoC programmes. Their approach has resonated with an audience of customers who are fed up with how they are treated and expect an exceptional experience, we know that the successful companies of today have earned their position because of the quality and consistency of their VoC programmes.

    It’s not enough to simply conduct a VoC programme. Brands have to cultivate a genuine, heartfelt approach that allows everyone in the organisation to listen and react to customer needs. So without delay, lets explore the key traits that make a VoC programme successful:
    https://ravingcontent.rantandrave.com/key-traits-of-successful-voice-of-the-customer-programmes/
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  4. How do you know your customers are really satisfied and have achieved their desired outcomes while using your product or service? How do you understand your customer churn rate and avoid losing your customers before they actually walk away? With customer success software, you can do exactly all those things and so much more. That’s why customer success teams, account managers, and sales executives often rely on customer success software to achieve amazing results.
    https://mopinion.com/top-10-customer-success-software-an-overview/
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  5. While the customer relationship management (CRM) system has had a monumental impact on sales and driven home the concept of a universal system of record across the enterprise, it is not really a system for knowing or managing the health of any given customer. CRM revolves around sales, plain and simple.
    https://www.forbes.com/sites/forbescommunicationscouncil/2019/01/16/sales-to-customer-success-gain-the-right-insights-from-your-software/#7cfd0ac33756/
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  6. We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
    https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
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  7. Consider the rise of customer success. Because 74 percent of consumers feel contacting customer service is a frustrating experience, few speak up until they’ve had a truly bad time. The trouble is, just one negative experience is all it takes to send more than half of consumers packing for a competitor.

    That’s why, instead of waiting for customers to call in, customer success managers monitor usage data like average session duration and login frequency. Although customers might hesitate to reach out about a page that won’t load, constant refreshing can signal that they’re struggling. Among U.S. adults, 87 percent want companies to proactively contact them before small issues turn into serious trouble.
    https://www.entrepreneur.com/article/322362/
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  8. “We want to give our customers all the tools they need to reach their goals on our online platforms. Be it from tracking their orders to ordering their preferred sneakers, their expectations need to be met online. Therefore we’re focusing heavily on providing self-service and online assistance when and where our customers need it. The customer should have multiple options to find answers to what they’re looking for.”
    https://mopinion.com/customer-success-story-de-bijenkorf/
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  9. "Growth for B2B is hard. It used to be that you could accelerate growth with huge customer acquisition. Ramping up your sales and marketing is not enough to sustain growth. Today, the best companies are growing through customer success. That’s why I interviewed Kia Puhm (@kiapuhm), CEO at K!A CX Consulting to talk about customer success."
    http://customerthink.com/transform-your-customer-journey-and-accelerate-growth/
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  10. Customer service means customer success these days, and as the field grows, more roles for leadership open up. Customer success leaders need strong visionary and management skills, but leadership encompasses many vital components when it comes to serving clients.

    Many of the best customer service leaders started at the bottom of their organizations and know the inner workings of every part of their business. Leadership also requires the ability to scale and grow the business into the future of the industry. Here are 10 things customer service leaders do for their clients.
    https://www.forbes.com/sites/williamcraig/2018/08/28/10-things-customer-success-leaders-do-for-their-clients/
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Mopinion: The Leading Voice of customer Tool

Mopinion is a proud sponsor of voice of customer news. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.