If you haven’t noticed, it’s all about the customer these days. According to a research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer. This proves that the moment you put the customer at the core of your business, you’re already one step closer to success. And this is precisely why businesses are looking to customer feedback tools as a foundation for this success.
https://mopinion.com/30-best-customer-feedback-tools-an-overview/
We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
Marketing directors can’t make decisions in a vacuum. They need information about their customers, their channels and all the touchpoints that help them to connect with each other. How can they deliver what the customer wants unless they can see through the customer’s lens?
https://www.marketingtechnews.net/news/2018/feb/26/journey-analytics-show-customer-experience-through-different-lens/
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.
The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.
You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
https://customerthink.com/avoid-these-5-survey-mistakes-to-gain-more-cx-feedback/
Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.
So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.
Making your VOC program best-in-class isn’t simple, but there are certain things that can be detrimental to it. Things you should ideally avoid doing.
So, we decided to make a list of the 5 main things that can sabotage your Voice of Customer program.
https://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
Established in 2001 in the Netherlands, Translink operates as the connecting force behind the OV-chipkaart. One card used for accessing all sorts of public transportation, the OV-chipkaart is an easier and more secure way for people to travel. The OV-chipkaart also allows Dutch public transportation companies to make more efficient use of capacity, resources and staff.
https://mopinion.com/translink-provides-seamless-online-experience-with-customer-feedback/
We are proud to announce that one of the largest supermarket chains in the Netherlands, Albert Heijn, now uses Mopinion’s feedback software on their website (AH.nl). Albert Heijn – also referred to as the AH or ‘Appie’, as the Dutch like to call it – jump-started its online feedback programme in June of last year (2017). Since then, they have employed various feedback forms across their website with the aim to extract valuable insights into the online shopper journey.
https://mopinion.com/albert-heijn-caters-to-online-shoppers-with-customer-feedback/
Potential customers often mistake Synup for a full service marketing agency. It isn't — its product focusses solely on managing the local marketing and reputation of businesses. It doesn’t take care of, for example, content marketing.
https://www.cmswire.com/customer-experience/the-customer-is-always-right-right/
A pioneer in world business and CEO of HSN, Mindy Grossman once said “I believe in accessibility. I believe in honesty and a culture that supports that. And you can’t have that if you’re not open to receiving feedback.” Bill Gates, the richest man in the world said, “We all need people who will give us feedback. That’s how we improve.” Why is it not surprising that successful business leaders and entrepreneurs are always the ones who are wanting to take feedback from their customers?
https://customerthink.com/8-common-misconceptions-about-customer-feedback/
CEO, Vinod Muthukrishnan, Co-Founder of CloudCherry, shares that customer experience is the biggest differentiator for brands today. He discusses why digital surveys are the best way to collect customer feedback and why long paper feedback forms are obsolete.
https://www.martechadvisor.com/articles/customer-experience-2/do-customer-surveys-have-a-future/
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