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  1. A company’s biggest differentiator is often their ability to predict the needs of customers. This concept is typically associated with the purchasing experience, or developing personalized services. What’s missing from these strategies are the opportunities in communicating to customers how things go wrong.
    https://goodmenproject.com/featured-content/wheres-my-stuff-power-speaking-in-customers-words-kvnw/
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  2. It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
    https://mopinion.com/best-customer-service-software/
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  3. The digital age has brought with it a horde of data. And coming from various sources and in large quantities, the availability of this data has created many new and insightful opportunities for digital marketers. Modern digital marketers are using data in a myriad of ways, such as gauging success (with Key Performance Indicators, or KPIs), driving improvement (e.g. campaign effectiveness or website usability) and boosting lead generation. However, this heavy reliance on intelligent marketing data necessitates an analysis solution, which comes in the form of dashboarding software.

    In this article, we will outline the various benefits of KPI dashboarding software as well as list the top software available for digital marketing managers.
    https://mopinion.com/kpi-dashboarding-software-digital-marketing-managers/
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  4. Collecting and measuring team performance through KPIs is a great way to assess the effectiveness of sales processes. This is because KPIs are extremely informative when it comes to how well, or how poorly, sales teams are completing goals. It is important to select a few sales KPIs to focus on, as opposed to try to improve them all at once. Choose the ones that are more relevant to your company goals and measure them over time to get more visibility and control over your sales performance. Here is a list of 14 Sales KPIs that are commonly used by sales organizations:
    https://www.business2community.com/brandviews/dealhub/which-sales-kpis-should-your-team-measure-02148257/
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  5. Voice of the Customer (VoC) programmes are intended to capture the opinions and preferences of all customers, analyse those insights, and use them to create meaningful changes in customer experience (CX). Having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?
    https://mopinion.com/which-type-of-voc-software-should-your-business-use/
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  6. Ask anyone. There are many companies out there that make use of several tools as a means for communicating with their visitors or customers on their website, be it through a chatbot, feedback form or direct review. Now, you might be thinking ‘Hey these are basically classified as customer experience tools and I have one!’ and because you already utilise one of these tools, there is nothing else you need to do to improve the customer experience. Well that’s not entirely true…
    https://mopinion.com/which-website-tools-are-best-for-effectively-engaging-the-online-customer/
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  7. In short, both the customer initially and ultimately the CSM’s own company as well are beneficiaries of customer success management. These two beneficiaries could be looked on as being direct and indirect beneficiaries respectively, in the sense that the majority of what the CSM actually does is directly related to benefitting the customer’s organization through the processes of understanding and planning for and then actually undergoing the onboarding and adoption of and the value realization from whatever products and services they have purchased from the CSM’s company. In this way, the customer gains direct benefits from this action.
    http://customerthink.com/who-benefits-from-customer-success-management/
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  8. As the customer experience profession matures, one thing has become clear: CX professionals can’t have a strong impact unless the surrounding culture is supportive. And creating such a culture is difficult.

    In a forthcoming study by Walker, CX professionals listed “developing a customer-centric culture” as the most effective way to meet customers’ changing needs. Fewer than half, however, stated that customer focus has a significant influence on their company’s culture. In other words, CX professionals believe a culture focused on customers can make a big difference, but they don’t feel their colleagues are catching on.
    http://www.destinationcrm.com/Articles/Columns-Departments/Voice-of-the-Customer/Who-Makes-a-Company-Customer-Focused-120042.aspx/
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  9. Your ability to understand how to meet customer expectations has a significant impact on business strategy and overall success. A voice of the customer program provides you with insights that help deliver a superior customer experience. So, who owns the Voice of Customer? Think of the customer experience as a car. Voice of the Customer data is the fuel that allows that car to move. If you own the car you sure own the gasoline in its tank. Therefore, whoever owns the customer experience owns the voice of customer.
    https://www.surveypal.com/blog/who-owns-the-voice-of-customer-success-starts-at-the-top/
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  10. In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive.

    For a B2B company, the ability to retain clients can be the difference between success and failure. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value.
    https://www.iris.xyz/sell/client-experience/voc-program-vital-your-b2b-business/
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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.