Good news for all you WordPress lovers out there! Mopinion now offers a WordPress plugin that enables WordPress-based websites to easily run Mopinion software on their site and start capturing customer feedback for free.
In case you’re not yet familiar, WordPress is one of the most popular content management systems available with nearly 75 million websites. Now, any one of those 75 million sites can download the Mopinion plugin and have feedback forms running on their website in a matter of seconds.
https://mopinion.com/mopinion-offers-feedback-plugin-for-wordpress/
Our members tell us what we are good at and where we need to get better. We use feedback from customer satisfaction surveys and industry measurements such as J.D. Power. This information is pure gold because you can dissect it to discover where you need to improve, says David Bano, chief claims officer at Nationwide. It’s like a math equation where you remove pieces to make customer interactions quicker and more convenient.
It’s important to listen to positive and negative feedback equally.
http://www.sbnonline.com/article/capture-customer-voice-generate-new-services/
Let’s just be honest. C-level leaders don’t take a lot of web surveys.
But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it, sometimes we’re looking at a very incomplete picture of the customer experience.
This is particularly true in certain types of industries and companies where the business hinges on high-ranking relationships, long-term contracts and large dollar value transactions. In these cases, a unique approach is needed to gather feedback from top decision makers in your largest accounts.
http://customerthink.com/execs-dont-take-surveys/
Online Surveys provide marketers with a simple and easy way to get in contact with a targeted audience and collect feedback. Not to mention, they are great for tracing product feedback, conducting market research, obtaining feedback on customer service and measuring customer AND employee satisfaction. Picking a suitable online survey software for your business can however be quite tricky – especially considering many of these tools seem to provide many of the same features. One particular tool which has become quite popular in recent years is Qualaroo.
Let’s look at some alternatives and competitors to Qualaroo.
https://mopinion.com/top-10-qualaroo-alternatives-and-competitors/
While Voice of the Customer (VoC) programmes are now commonplace, there is still a big range in the maturity and rigour of these projects within enterprises.
For many organisations, the temptation is to tackle customer feedback by simply blitzing it - collecting lots of data from lots of customers, gathering as much feedback as possible. However, unless there are concrete plans about what to actually do with the data being collected, then this is futile – it’s just listening for the sake of listening, rather than listening for the sake of improving the experience. And this is common.
https://www.mycustomer.com/experience/voice-of-the-customer/the-nine-steps-to-designing-a-voice-of-the-customer-programme/
It may come as a surprise to many of you how much effort is put into developing mobile apps nowadays. And why all the effort? If designed well, your app can give you the upper hand in the battle for market share. Note: the key words here are ‘if designed well’. Unfortunately, this isn’t the case with all mobile apps on the market. Sure, they get the job done, but many of these apps still lack key features their users crave and a strong user experience. Fortunately, there is a remedy for these poorly designed mobile apps that will help put them back on top: in-app feedback.
https://blog.appsee.com/top-5-reasons-you-should-be-collecting-in-app-feedback/
With in-depth understanding of the wants and needs of customers and prospects, it becomes possible to plan and implement powerful marketing strategies and build meaningful relations with customers.
Organizations are aware that, in order to to reliably deliver superior customer experience in the future, they need to understand the customer experience they provide today. This is fundamental in developing loyalty and retention. In this context, customers feedback plays a very important role when it comes to dependably improving and enhancing customer experience.
https://www.capgemini.com/2018/05/voice-of-the-customer-voc-taking-into-account-feedback-as-a-whole/
Research suggests a 5 percent increase in customer retention will boost profits by 20-100 percent across a wide range of industries, which helps to explain why businesses both big and small are so focused on measuring customer loyalty and brand advocacy.
A common method is to simply phone customers after they bought a product or service to ask how satisfied they are. More business-savvy entrepreneurs will frame the question differently, asking customers how likely they are to recommend the brand to others. This produces what’s known as NPS, or Net Promoter Score.
But such bold tactics can be counterproductive and produce inaccurate results - phoning customers can damage the brand, surveys can be misleading and there are more reliable ways for fledgling businesses to track customer loyalty.
https://www.wamda.com/2018/07/measure-loyalty-alienating-customers/
How you listen matters. Unfortunately, some might be overlooking this particular detail of their Voice of the Customer (VoC) programs, which could end up impacting just how successful their program is in providing the insights they need to improve their Customer Experience (CX).
In a world where CX is becoming increasingly scrutinized, the importance of collecting customer feedback to fuel your Customer Experience Management (CEM) efforts cannot be understated. It is a crucial first step for any organization wanting to inject more customer-centricity in their business decisions.
However, there is an aspect of VoC that organizations may sometimes gloss over, despite its potential to have a significant impact on the quality of the feedback they get in return: the method you use to engage your customers for their feedback.
https://www.iperceptions.com/blog/aspect-of-voc-you-should-not-overlook/
For customers, conversations with brands are never more than a click away. Social media is opening up more direct channels for communication between brands and consumers than ever before. And savvy brands know to use platforms like Facebook and Instagram as stronger touchpoints to engage consumers. You might have seen this play out with airline brand representatives alleviating concerns with disgruntled flyers online in real-time, or famous fast food brands exchanging cheeky tweets with critics. While social media is a powerful communication tool, it doesn’t replace a Voice of the Customer (VoC) solution when it comes to gaining actionable customer feedback. Without a solid VoC strategy in place, social media can easily become a place where your brand’s dirty laundry is aired via public conversations, rather than a real driver of positive change.
Here’s how you can use a strong VoC strategy to work in tandem with social to better understand how customers feel about your brand:
https://www.targetmarketingmag.com/article/social-media-cant-be-only-voc-strategy/
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