Businesses invest money and time on outside market research firms that bring together focus groups for product testing. The resulting feedback from a very small sample of prospective customers is frequently incorporated across business operations from product development to messaging and go-to-market strategy, indiscriminately. On top of all that, vocal executive teams will also want to weigh in on the process. In the end, the marketing team has blown a hole in their budget and makes major bets based on third-party recommendations.
https://martechseries.com/mts-insights/guest-authors/voice-of-the-customer-program-an-alternative-to-focus-groups/
Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start.
The problem isn't that brands aren’t collecting feedback. In fact, companies are gathering more feedback from customers and visitors than ever before.
https://www.cmswire.com/customer-experience/why-your-voice-of-the-customer-data-isnt-actionable-and-what-to-do-about-it/
Thanks to social media, consumers are more engaged than ever and have access to information almost at the same level as an industry insider. Senior merchants at retailers and brands have a very difficult time presenting consumers with a point of view because they already have it. Just look at the fragmentation of trends – the chief merchant of a $4 billion apparel brand recently told me "the new trend is that there is no trend.”
https://www.forbes.com/sites/gregpetro/2018/01/31/how-see-now-buy-now-is-rewiring-retail/#78ead852c0b7/
Most brands recognize that customer-listening programs add value to their overall experience. However, almost all struggle to move beyond the basics of satisfaction scores and net promoter scores (NPS).
https://www.cmswire.com/customer-experience/from-surveys-to-transformation-take-your-customer-experience-to-the-next-level/
Businesses nowadays are becoming increasingly more customer-centric on their digital channels, and for a good reason too. Studies show that companies that put their customers at the core of their business are nearly 60% more profitable than those that don’t. So what are these companies doing to achieve this success exactly? Many of them are ‘passing the mic’ to their customers. In other words, giving their customers a voice through customer feedback software such as Medallia for Digital.
https://mopinion.com/best-alternatives-medallia-digital/
One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be “How do other companies take action on their customer feedback?”
https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
Earlier this month, the U.S. Department of Defense became the latest agency to adopt a burgeoning start-up boot camp pioneered by the National Science Foundation’s Errol Arkilic.
In 2011, Arkilic reached out to Steve Blank, a Stanford University professor who would soon be one of Silicon Valley’s most influential innovators.
http://blogs.discovermagazine.com/crux/2018/02/05/i-corps-startup-science/#.WnmmcK6nF1s/
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https://www.toptechnews.com/article/index.php?story_id=0120007K98P0/
Online store is now Eason’s second largest by revenue, behind only its Dublin flagship.
The Irish book and stationery retailer Eason recorded a 31 per cent rise in ecommerce revenue over the six-week Christmas trading period last year, and its online store is now its second largest in revenue terms behind the company’s flagship branch on O’Connell Street in Dublin.
https://www.irishtimes.com/business/retail-and-services/eason-books-31-rise-in-web-sales-over-christmas-1.3381257/
Many people over the years have said that email marketing’s days are numbered and that it will soon become a dated, perhaps even obsolete technology. But actually, this assumption couldn’t be more wrong. Email marketing still remains one of the most effective marketing channels with the highest return on investment (ROI). Much like other marketing channels however, email campaigns do offer up their fair share of challenges. Surprisingly, many of these challenges revolve around a lack of understanding and engagement with the target audience. It seems that with many campaign emails, communications are only outbound, leaving marketers with no real insight into how their email was received by their readers. This lack of insight into the performance an email campaign is precisely why it’s important to start collecting email campaign feedback.
In this article we will investigate why email campaign feedback is important for email marketers and provide you with some tips / advice on how to collect email campaign feedback.
https://mopinion.com/how-to-collect-email-campaign-feedback/
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