Gain insight into what your readers truly value. Email newsletter feedback is an quick and simple way to gauge readership as well as email campaign performance.
https://marketplace.mopinion.com/survey-templates/email-newsletter-feedback-thumbs/
You don’t always have to approach your customers with NPS on a scheduled basis or tied to some sort of event. Get feedback on the strength of working relationships with your customers.
https://marketplace.mopinion.com/survey-templates/cx-relationship-nps-net-promoter-score/
Discover new ways of meeting customer expectations by going straight to the source! Ask your customers directly what they think of your website / mobile app.
https://marketplace.mopinion.com/survey-templates/cx-customer-feedback-survey/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away.
Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority.
https://www.peoplemetrics.com/blog/12-reasons-to-invest-more-in-customer-experience/
A relentless focus on the customer is not just an important strategy, it is mission-critical for companies to survive in today's retail climate. When it comes to delivering the best customer experience, it is what is on the inside that counts: the retailer's people and its company culture. So, how is a customer-centric company culture built? Experts agree that a customer-driven culture results organically when employees individually and collectively prioritize customer needs above all else. Ultimately, being customer-centric requires a work environment where employees fully embrace the core values of empathy and servant leadership.
Recently, McKinsey & Co. studied the relationship between customer centricity and revenue growth. They concluded customer impact — the empathy to recognize and act upon the needs of customers — led all leadership competencies. Not only that, but the degree of customer impact also correlated with respondent company revenue growth. While the customer may not always be right, they are certainly always valued in high performing organizations.
https://www.retailcustomerexperience.com/blogs/how-to-deliver-a-customer-experience-that-is-second-to-none/
With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-an-overview/
There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages.
With the amplitude of information and options at their fingertips, customers now hold most of the power. This is why the Customer Experience (CX) has become a top attribute on which brands compete, and the need to conduct a Voice of the Customer (VoC) program has never been greater.
https://www.iperceptions.com/blog/full-service-voice-of-the-customer-program/
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C.
http://customerthink.com/b2b-versus-b2c-which-matters-more-for-cx/
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/
Bookmarks on this page are managed by an admin user. 
