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  1. Jonathan Wax, VP EMEA at Nexidia, looks at how data analytics can help organisations deliver the personalised experiences that customers demand.

    For some time now, one of the biggest challenges facing contact centres has been how to ensure personalised interactions with customers. Customers want to feel the service they receive is tailored to their preferences and customised to meet their unique needs.

    This expectation of a personalised experience is not something that can be underestimated either. According to Deloitte, one in four consumers are willing to pay more to receive a personalised product or service.
    https://www.information-age.com/personalised-experiences-customers-demand-123480562/
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  2. Customer reviews are important for a lot of reasons. First and foremost, they are highly influential over consumer’s purchasing behaviors and overall brand sentiment. According to recent research from Bright Local, 86% of customers seek out customer reviews before they will buy from a new business. Furthermore, the vast majority of customers claimed that they trusted online reviews just as much as they would a personal recommendation.

    Of course, most businesses know that having a lot of good reviews can boost sales by strengthening consumer confidence in their business. However, positive, authentic reviews can do a whole lot more than just build trust with customers who are checking out your product/service pages. They are also an essential ingredient to an effective SEO strategy.

    Here are four reasons why your brand needs to incorporate more authentic customer feedback into your website for SEO benefits.
    http://www.econtentmag.com/Articles/Editorial/Industry-Insights/4-Key-Reasons-Why-Authentic-Feedback-Needs-to-be-Part-of-Your-SEO-Strategy-130308.htm/
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  3. There has been enough written about startups and reasons why almost all of them fail. So, why write another post about this? Even though there is no dearth of resources (blogs, videos, books, stories, etc) on reasons why startups fail and how to avoid them, I don’t see any reduction in the failure rates of startups; I don’t see them learning from the mistakes of other failed startups; I don’t see them focus on the right things that can help them avoid failure.

    It is crucial that we understand that building a startup is not like a chemical reaction à add the right resources, under the right environment and you are certain of the results you will get. Starting and running a startup is a complex system with too many moving parts and any change in any of them could trigger a flow of events that could end in a catastrophe for the startup. Given this understanding, there are still some things that the startup founders could control, things that can significantly improve the probability of success.
    http://customerthink.com/why-do-startups-fail/
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  4. My concept of creating a convenient experience is an end-to-end experience, including every point of interaction with any aspect of the company—interactions with employees, product, website, packaging… everything. How easy are you to do business with? What extra effort do you put your customers through? What friction can you eliminate?

    Answering these questions will help you create a better customer experience. Looking for ways to improve the experience, save your customers time, and be more convenient is part of what will make your customers want to come back. Getting feedback to validate your decisions is crucial. Using survey tools like NPS (Net Promoter Score), CSAT (Customer Satisfaction), etc. you get results that will help you determine the overall customer’s feeling about their experience. You can get ask questions that will give you specific feedback about various part of the journey.
    https://www.forbes.com/sites/shephyken/2019/03/10/the-other-e-in-customer-experience-customer-effort/
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  5. Good business owners will be inspired to take action when they receive complaints or any kind of critical feedback about their products or services.

    Our deeply ingrained ideas about good customer service compel us to believe that, when a customer says something is wrong, we need to fix it. We want to abide by that often-debated adage, “The customer is always right.”

    However, while customers should always feel like they are right, you can’t let every customer’s whim dictate how your business operates.
    https://www.cmswire.com/customer-experience/not-all-customer-feedback-requires-change/
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  6. Mopinion has joined forces with online automation tool Zapier to deliver quick and easy integrations between your Mopinion feedback data and HubSpot CRM (among other app integrations). Thanks to Mopinion webhooks, integrating your feedback with HubSpot is a breeze. Ready to start relaying your feedback data to HubSpot CRM in real-time? We’re here to help you get set up.
    https://mopinion.com/integrate-mopinion-with-hubspot-crm-using-zapier/
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  7. 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/
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  8. Mobile marketing and advertising are about to change dramatically thanks to the rollout of 5G networks. In fact, because of this transformative technology, there will be 25 billion global IoT connections by 2025, tripling the current number while providing marketers with richer data sets.

    That statistic was just one of many intriguing revelations at the recent Mobile World Congress (MWC) in Barcelona, Spain. While the mobile era is definitely here—by the end of 2019, mobile ads will represent 72 percent of all U.S. digital ad spending—it is about to shift directions at breathtaking speed due to 5G. With that in mind, here are four emerging, mobile marketing trends CMOs should have their eye on to prepare for the next decade of business.
    https://www.chiefmarketer.com/4-emerging-mobile-marketing-trends-for-cmos/
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  9. It’s a dog-eat-dog world out there in the eCommerce industry. Online retailers face tough competition when it comes to offering a good customer experience and winning over the loyalty of their customers. And the truth remains that while striving for the much-sought-after “perfect customer experience”, there are many struggles these retailers still go through on a daily basis that hold them back.
    https://mopinion.com/is-digital-feedback-the-solution-to-all-online-retailer-struggles/
    Tags: , by eringilliam (2019-03-06)
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  10. A recent Gartner study into how businesses are implementing emergent tech revealed some insights into the growing use of artificial intelligence in customer service and support applications.

    According to Gartner's Technology Roadmap Survey, approximately 37 percent of the 452 business leaders polled said they were "either piloting or using artificial intelligence bots and virtual customer assistance (VCAs)." Of those respondents, 67 percent said they felt such technologies were "high-value tools."
    https://www.businessnewsdaily.com/11318-businesses-more-confident-in-ai.html/
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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.