Fast paced organisations are introducing more and more online sales and services. For example, look at the traditional banks that are transforming into IT companies offering virtual services and products. In short, we have ended up in a digital whirlwind in which the “corporate” slowly transforms into a “digital first enterprise”.
https://mopinion.com/four-tips-on-collecting-online-customer-feedback/
Customer Experience monitoring is nothing new, but the ways and depth by which we can scrutinise it are evolving faster than ever before. A few years ago the focus was on the digital revolution in customer service and finding the best ways of providing online services (often replacing traditional human-to-human based interactions). Now though, customers expect online services as a key channel, so the digital marketer’s role has become even more vital.
https://mopinion.com/keeping-up-with-the-rapidly-changing-digital-landscape/
It is not difficult to understand the role of customer in any business. They play pivotal role and are solely responsible for making any business successful. For sustaining a profitable life, businesses should make sure to serve customers in every possible way and provide them with an experience of their lifetime.
Total Customer Experience (TCE) is a 360 degree strategy to make sure businesses are rounded with customer centricity. TCE ensures businesses are build around happy customers. Achieving total customer experience is no cake walk and it requires certain type of dedication and commitment. A persistent effort and set of commandments should be followed to make sure businesses are built to provide total customer experience.
https://analyticsweek.com/content/10-commandments-achieve-total-customer-experience/
Is your business listening to the Voice of the Customer (VoC)? If not, you might want to start now – as it is becoming a top priority among most online businesses. This rise in popularity is owed to the fact that Voice of the Customer programs (and therefore Voice of the Customer tools) have recently become a critical element in customer experience initiatives.
https://mopinion.com/28-voice-of-the-customer-voc-tools-an-overview-comparison/
The number one rule in customer experience (CX) is to meet your customers where they live. Understand their preferences, their challenges. Know what gets their goat. As CX practitioners, we also should know the way, or ways, our customers prefer to communicate with us. Are we giving them their preferred option? Or are we simply using the channels that suit us best?
http://customerthink.com/customer-initiated-feedback-a-new-window-into-the-customer-journey/
Picture this. You are the marketing executive of a company that is currently undergoing massive growth. Your responsibility involves overseeing all digital marketing initiatives within your company which range anywhere from driving online traffic and improving usability to SEO and social channels. Although you are a very skilled and digital savvy marketer, you are not an expert in every digital tool you are considering to employ. And not only that, but being swamped with the work that goes along with each and every digital campaign might not leave you much extra time to go through the process of truly understanding how each of these digital tools operates, much less implement them.
https://mopinion.com/speak-to-your-digital-agency-about-online-customer-feedback/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
Voice of the Customer (VoC) is much more than an actual voice. It is a combination of voices captured at various customer touch points. It is an intricate process used to capture both quantitative and qualitative information from customers. Information such as their requirements, preferences and feedback; in other words, a gold mine of data! This information is what you’re supposed to be using to chisel away what the customer don’t want and deliver the best quality product or service. What you may think is an excellent addition to your product or service may be an annoyance to the customer, and the VoC helps you identify that – forcing you to look at things from the customers’ perspective.
http://www.customerguru.in/4-simple-steps-to-make-the-most-of-the-voice-of-the-customer-voc/
As startups scale and grow, there comes a crucial time to ask: do you expand abroad? There are obvious benefits to overseas expansion, not least growing your customer base. However there are pitfalls too. So how you do you make sure to avoid them?
The first question is: do you need to move abroad at all?
https://www.techworld.com/startups/tips-for-startups-on-how-expand-abroad-successfully-3669409/
Not seeing the results or improvements you expected to see from your customer listening efforts?
Why is that? What’s going on?
I’ve been known to cite two reasons for VoC program ineffectiveness...
http://customerthink.com/5-fails-to-avoid-with-your-voc-program/
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