eringilliam: user-experience*

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  1. Have you ever wondered why your users don’t interact with your product the way you were expecting them to? It might be because you may not understand how to use different psychology principles to design your products to elicit specific responses and actions from your users. Your customers are driven by emotions when they are looking at a website, wondering if they should buy a product or not. They are instinctively trying to establish a connection with the brand and, depending on what they see, they will either complete the purchase or not.
    https://mopinion.com/guide-to-psychology-principles-in-ux-design/
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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. Most brands ‘get’ that Customer Experience is important – but often struggle to balance long-term drivers with short-term priorities. And, while 89% of companies expect to compete mostly on the basis of Customer Experience in the future, they’re still stuck competing where they’ve traditionally fought – on price and on product. They’re trapped in the day-to-day and can’t make the necessary gear change.

    Those charged with championing CX often struggle to connect Voice of the Customer (VoC) back to hard business results. They understand that poor Customer Experience can lead to churn, loss of brand image and even stop prospects from ever becoming customers in the first place. What they don’t have is the evidence to justify the investment in Voice of the Customer and move it up the agenda.

    They face an uphill struggle trying to get the budget for long-term initiatives when the business is fighting short term pressures. The smart brands are the ones changing this dynamic. They’re the ones who have gathered the evidence, know the numbers and know the value of VoC to the bottom line.
    https://ravingcontent.rantandrave.com/how-to-show-the-value-of-voice-of-the-customer-on-the-bottom-line/
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  4. 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/
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  5. In the past 5 years we've seen a real shift in customer expectations, not only are they demanding exceptional experiences but they're also not completing surveys. These trends have continued to intensify, leaving brands with low levels of engagement and poor response rates. If you struggle to engage your customers then you'll never be able to run a Voice of the Customer programme that provides real value. Additionally, we need to ensure that we're capture meaningful feedback, helping you to drive your business forward using customer insight.

    But let's start with the most common problem, customers aren't completing your surveys, so what can you do about it?

    Firstly, it's comforting to know that you're not alone, we encounter brands and businesses that have this very problem, making it a real struggle to capture the true Voice of the Customer. Instead of a survey led approach, we encourage businesses to ask only one open-ended question (and capture a score alongside this) at relevant parts of the customer journey and immediately after service delivery. This approach leads to response rates of between 35-50% (compared with 2-5% for traditional surveys - and this doesn't even take into account drop out rates), as well as much richer insight, as we are getting the views of customers in their own words.

    If you imagine the entire customer journey, and then pick up on the key touch points and ask for feedback at them, you're still able to build up the same intelligence you would get with a survey at the end of the journey. However, this way makes the questions much more relevant to the customer and the insight is more valid because it's captured in the moment.
    https://ravingcontent.rantandrave.com/our-guide-how-to-build-a-successful-voice-of-the-customer-programme/
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  6. 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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  7. Magento is a well-known ecommerce platform, recently acquired by Adobe. It offers two distinct platforms: Magento Open Source and Magento Commerce (or Magento 2). Supported by global network of nearly 1,150 solution and technology partners, Magento has a library of almost 5,000 extensions, created by other developers that ‘extend’ the functionality of the platform. These extensions range anywhere from Accounting & Finance to Customer Support and Reporting & Analytics to Shipping & Fulfillment and much more. There are also several notable user feedback extensions that are ideal for getting your customer feedback programme up and running.
    https://mopinion.com/magento-user-feedback-extensions/
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  8. And…that’s a wrap for 2018! We are thrilled to report that we’ve published nearly 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role. Here’s our top 10 Hottest Blog Posts of 2018
    https://mopinion.com/top-10-most-popular-mopinion-blog-posts-of-2018/
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  9. The recent blunder by Instagram, however, is an important learning opportunity for all of us in the e-commerce space who are responsible for the user experience and interfaces of our websites.

    First, key features of websites or apps should never be launched without fully testing and vetting them with customers. At Geriatric Medical, we develop most of our site features to address challenges or problems that are customers are having. In addition, we work very closely with our team to build enhancements that will complement the key features and ordering sections of our site. The “Instagram Tap” feature would be similar to us inverting the scroll feature on our ordering list pages, it just wouldn’t make any logical sense.
    https://www.digitalcommerce360.com/2019/01/16/a-lesson-from-instagrams-bug-about-ux-and-voice-of-the-customer/
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  10. Mobile apps have become the bread and butter for many digital marketers. This is mostly credited to the fact that a quality mobile app has the potential to promote and grow your business tremendously. It can open new channels of revenue, introduce you to new marketing strategies (e.g. location tracking), give you the opportunity to provide more modern social media campaigns and of course, enable you to focus more on user experience. However, as the famous Rocky Balboa (yes, I’m a fan) puts it, ‘it ain’t all sunshines and rainbows’. Developing a successful mobile app can be a demanding task that requires a lot of thought and understanding of what the customer needs. So what better way to explore what the customer needs than to ask them directly? Customer feedback makes that all too simple.
    https://mopinion.com/easy-to-use-mobile-app-feedback-form-templates/
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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.