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  1. Digital First consumers, those shoppers who rely heavily on digital communications when they shop, have higher expectations than the average consumer. They are a distinct consumer segment that needs special understanding because that understanding can focus retailer resources on what is most important to their customers.

    In an excellent new study by Alliance Data’s Analytics & Insight Institute, I uncovered what digital consumers expect from brands when it comes to their marketing and communications programs. I also learned what brands believe consumers want from them. The key, of course, is to be aligned so the retailer successfully meets customer expectations.
    https://www.forbes.com/sites/walterloeb/2019/09/23/digital-first-consumers--a-new-way-retailers-must-think-about-customers/#4011acd7337f/
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  2. As the digital revolution expands the number of marketing channels, brands are seeing a tremendous blurring of the lines between traditional loyalty programs, digital transformations, and customer experience initiatives. In this new competitive landscape, all brands must adopt loyalty initiatives without traditional boundaries, shares, Guy CierzanManaging Partner, ICF Next.

    No brand is perfect when it comes to loyalty these days, but Starbucks is doing a lot right.

    For starters, their entire rewards program is housed on a mobile app that customers can also use to store payment info, purchase drinks, and order remotely. In this way, tangible customer interactions are seamlessly integrated in a digital ecosystem with the rewards they may reap from those interactions.

    Contrary to several airlines — whose shift from distance to revenue-based loyalty programs have only made it harder, more expensive, and more complicated to achieve certain tier statuses than in the past — Starbucks rewards enrollment is friction-less, engrained in signing into the app itself. There’s a reason the app accounted for 30% of all transactions last year, and holds more consumer cash than many banks.
    https://www.martechadvisor.com/articles/customer-experience-2/what-brands-can-learn-from-starbucks-expansive-view-of-customer-loyalty/
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  3. The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand, is someone you might only encounter occasionally when your paths cross.

    In business, customers should be more like friends than acquaintances. You want to stay in close contact to remain relevant to their day-to-day success. This deeper relationship is created using customer engagement. In a nutshell, customer engagement is the connection between an enterprise and the customer forged through communications.

    So, why is customer engagement important? Because it forms a bond between you and your customers that encourages long-term loyalty based on mutual growth.
    https://www.business2community.com/customer-experience/why-is-customer-engagement-important-and-valuable-02238103/
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  4. In order to deliver positive customer interactions, customer service practices have had to evolve to meet rising customer expectations. One of the practices that has become compulsory is for customer service to be available on multiple communication channels. While social media marketing and email marketing were hailed as the holy grail of modern customer support – in 2019, more people are using customer support in messaging apps compared to news feed broadcasting, probably because they prefer real-time interactive conversations.

    Messaging apps like Whatsapp, Facebook Messenger, and WeChat have become the ultimate platforms for fast efficient and personalized support and engagement. A study conducted by Vanson Bourne for Twilio surveyed 6,000 consumers in Europe, Asia and North America and found that nine out of ten consumers would like to be able to use a messaging platform to talk to businesses. However, there are countless messaging platforms available today.

    With so many messaging apps on which to communicate with customers, it can be an administrative nightmare to manage seamless cross-channel communication with customers. So how can a support team manage their omnichannel messaging?

    Well, you can assign agents to manage all the communications across apps or assign a dedicated agent to manage each individual app – however, both these options have their own limitations.

    When one person is running social media customer support, that agent can quickly become overwhelmed with the duties of being the point of contact for all inquiries. On the other hand, hiring one individual per social media platform can be expensive for a small to medium enterprise, especially when the volume of interaction does not justify such costs.
    https://www.business2community.com/customer-experience/omnichannel-customer-support-in-messaging-apps-what-the-smart-brands-are-doing-02240925/
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  5. Spokeo is an online people intelligence service that helps you search, connect, and know who you are dealing with. Spokeo is used to find old friends, identify unknown callers, or research prospective dates. Professionals also use it to find new customers or to prevent fraud. The services organises over 12 billion records from thousands of US-based, publicly available data sources into easy-to-understand reports that include available contact info, location history, photos, social media accounts, family members, court records, work information, and much more. This organisation firmly believes that, ‘knowledge is a quick search away’.
    https://mopinion.com/spokeo-selects-mopinion-as-its-voc-solution/
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  6. Businesses know that to compete and grow today, understanding the voice of the customer (VoC) across channels is vital. It's become the norm –– and the technology to help them get there is already being implemented. However, customer feedback data isn't the only source of valuable information. When it comes to transforming customer experience, employee experience is another critical piece of the puzzle.

    Contact center employees are the face of the company. As the primary customer experience representatives and practitioners, they not only interact with customers on a daily basis, they often have a very good view of the business’ operational performance. So to transform the customer journey end-to-end, businesses need to realize the critical role voice of the employee (VoE) can play with VoC to positively impact loyalty and the company's bottom-line.
    https://www.cmswire.com/digital-workplace/why-voice-of-the-employee-is-as-important-as-voice-of-the-customer/
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  7. It’s time for our September Employee in the Spotlight! Last month we interviewed one of our newest colleagues Haris from the development team. This month, we’re switching gears and would like to introduce you to our Office Manager, Tessa Goudswaard.
    https://mopinion.com/employee-in-the-spotlight-tessa-goudswaard/
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  8. When we use the term Voice of the Customer (VoC), most people will automatically think of Net Promoter Score (NPS) or some form of customer satisfaction measurement tool.

    VoC actually refers to the way a brand captures customer feedback, and how they analyse and interpret these customer insights to improve the overall customer experience (CX).

    Not all brands are effective in using VoC. When capturing customer feedback, more often than not, a brand’s core objective is actually to learn how great the customer thinks they are! You will be familiar with the questions; would you recommend us? would you visit us again?

    These questions may help the brand boost their NPS score, but the responses are based only on customer intent. The power of VoC goes much deeper than this.
    http://customerthink.com/using-the-voice-of-the-customer-to-capture-much-more-than-an-nps-score/
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  9. Get your event visitors registered in style with your very own, customisable and eye-catching registration form(s). Added bonus? Responses are available live in your dashboard for review!
    https://marketplace.mopinion.com/survey-templates/event-registration-form/
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  10. Historically, financial institutions such as banks, insurance providers and investment firms leveraged mainly offline touchpoints and customer interactions, such as meeting with an advisor at a physical office or making an appoint to open up a new bank account. However, due to the widespread digital disruption within the Finance industry, this focus has since shifted. These same institutions are now focusing on two things: the quality of the experience and creating a connection in an online environment. As a result, the Online Customer Journey among Financial Institutions has notably evolved over the last few years.
    https://mopinion.com/optimise-the-online-journey-for-financial-institutions/
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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.