DIY Surveys aren’t what they used to be. We are in an age where technology can extract insights, patterns and even sentiments from structured and unstructured conversations on multiple platforms; and feed them directly into campaigns. Leela Srinivasan, CMO of SurveyMonkey, brings us up-to-speed on ways that technology is elevating DIY surveys to a science, and what marketers need to do to drive optimal business outcomes from them.
https://www.martechadvisor.com/articles/bi-ci-decision-science/using-customer-surveys-for-smart-insights/
The rise of mobile-first shopping is intrinsically tied to the explosive growth of mobile devices, particularly with younger consumers becoming ever more money conscious and increasingly social media savvy.
Worldpay research, published last week by Retail Week, revealed that 41% of UK 21- to 34-year-olds have made a purchase directly through social media, helping to fuel a rapidly growing m-commerce market as shoppers look to Facebook and Instagram for their next online purchase.
https://www.retail-week.com/retail-voice/are-you-mobile-ready-your-customers-certainly-are/7030747.article?authent=1/
Customer experience (CX) is not only a major priority, but also a game changer for businesses. To craft customer-centric business policies and meet customer needs, marketers first need to understand, what is customer experience? Let’s start with the basics.
Gen-Z is more aware, needs instant service and has rising expectations, and Millennials and Baby Boomers have their own unique needs. In this high-pressure situation, businesses need to be meticulous with their CX strategy. We have put together a comprehensive A-Z customer experience guide to help you optimize your business strategies.
https://www.martechadvisor.com/articles/customer-experience-2/what-is-customer-experience-a-to-z-guide/
In a recent white paper we created about health care data, we borrowed from Dr. Seuss: “Data here, data there, data going everywhere. Near and far, far or near, data going out my ear.” It’s pretty safe to say that statement is true for all industries today, especially marketing.
The burning question is: “How are we using our data?” Or, from a more proactive standpoint: “How do we use our data to drive us, not drown us?”
https://www.forbes.com/sites/forbescommunicationscouncil/2019/01/11/voice-of-the-customer-using-digital-analytics-to-strengthen-your-content/
Each and every page on your website / mobile app serves a different purpose, so why should your feedback buttons be any different? Well they’re not – at least not anymore which is something that many feedback companies have caught onto. In fact, most of these companies know that in order to get the best and most relevant feedback results, you (the user) will want to tweak your feedback forms so that they are aligned with the goals of specific pages or funnels.
The thing is…most feedback tools don’t exactly facilitate the deployment of different feedback buttons with specific forms – at least not without you having to implement multiple scripts.
https://mopinion.com/one-script-for-all-your-feedback-buttons/
"Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do."
http://customerthink.com/playing-the-customer-experience-game-to-win-interview-with-nienke-bloem/
Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of WHY this is all happening and the levers and triggers that created those data points.
Maybe you are missing something?
http://customerthink.com/mine-or-mind-the-gap/
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.
Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.
Today, we’re sharing how you can leverage VOC data to improve customer service.
https://www.business2community.com/customer-experience/use-voice-of-customer-voc-data-to-improve-customer-service-02156948/
Do you wish you could read your customers' minds? It's difficult to improve your products, services and practices without knowing what buyers are thinking. You may get reviews here and there, but that's not always enough feedback to build off of. Voice surveys are one method you can use to get inside the heads of consumers.
https://www.cequens.com/story-hub/voice-surveys-how-effective-are-they-in-getting-customer-feedback/
In this blog, Corinium Intelligence discusses how to understand your Voice of Customer (VOC) feedback and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, how do you use VOC data to drive change in your organization?
https://www.coriniumintelligence.com/insights/voice-of-the-customer-why-you-need-it-and-how-to-start-your-voc-program/
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