Let’s just be honest. C-level leaders don’t take a lot of web surveys.
But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it, sometimes we’re looking at a very incomplete picture of the customer experience.
This is particularly true in certain types of industries and companies where the business hinges on high-ranking relationships, long-term contracts and large dollar value transactions. In these cases, a unique approach is needed to gather feedback from top decision makers in your largest accounts.
http://customerthink.com/execs-dont-take-surveys/
Every day, the ProgrammableWeb team is busy, updating its three primary directories for APIs, clients (language-specific libraries or SDKs for consuming or providing APIs), and source code samples. If you have new APIs, clients, or source code examples to add to ProgrammableWeb's directories, we offer forms (APIs, Clients, Source Code) for submitting them to our API research team. If there's a listing in one of our directories that you'd like to claim as the owner, please contact us at editor@programmableweb.com.
Twelve APIs have been added to the ProgrammableWeb directory in categories including Financial, Billing, and Feedback. Some highlights include the Gfycat API for programmatic access to the animated GIF platform, and the Rev.io API for usage-based billing functions. Here's a rundown of the latest additions.
https://www.programmableweb.com/news/daily-api-roundup-mopinion-cboe-ipstack-gfycat-revio-moon-banking/brief/2018/04/22/
Mopinion’s platform has undergone several changes in order to meet the requirements of GDPR. Among these changes is the modification of our visual feedback feature. Visual feedback allows Mopinion users to take an even closer look at how visitors experience their websites and mobile apps. The nature of this feedback, however, also presents some privacy risks (such as feedback screenshots that contain personal data) which must be mitigated completely. Mopinion has carefully and delicately reviewed all aspects of its visual feedback feature and added several powerful data masking options for protecting privacy-sensitive data.
https://mopinion.com/gdpr-data-masking-visual-feedback/
Mopinion has been working closely with its legal team to ensure it’s platform and services are in compliance GDPR as well as guarantee that all the necessary legal documentation has been drawn up and in line with the new regulation. This documentation includes a new Data Processing Addendum (to Terms & Conditions) and a GDPR Processor Contract (also referred to as a Data Processing Agreement, or DPA).
https://mopinion.com/data-processing-addendum-processor-contract-template-gdpr/
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.
http://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
In this edition of #CXSecrets, we’ll explore how market research teams are leveraging Voice of Customer programs to quickly resolve strategic problems so they can focus more time and budget towards conducting more complex and long-form studies.
https://www.business2community.com/marketing/cx-secrets-use-voc-program-quickly-answer-strategic-market-research-questions-02044686/
If you want your organisation to succeed in disruptive times, listen to your customer and genuinely deliver on the value you promised, according to Mark Langley, President and CEO of Project Management Institute.
https://bluenotes.anz.com/posts/2018/04/don_t-leave-voice-of-the-customer-to-chance/
David Turner, senior director EMEA marketing at Oracle NetSuite, explores what today’s customer is looking for both online and offline.
Today’s customer, above all, demands seamless and relevant experiences. They want to move effortlessly across online and offline channels from initial contact to purchase and beyond.
Along the way, they expect the retailer or brand to know their interests and preferences, and use this to provide consistent, timely, relevant and personalised engagement. In essence, it’s about a data-driven experience.
https://www.retail-week.com/retail-voice/four-ways-to-build-the-ultimate-customer-experience-/7028673.article?authent=1/
To truly be a customer-centered organization, you must bring the voice of the customer into your meetings. Here are four steps to get your started.
https://www.forbes.com/sites/yec/2018/04/10/bringing-the-voice-of-the-customer-into-your-meetings/#2d9dc6f0c4f5/
Whether building a VoC programme from the ground up, or connecting a series of pre-existing disparate programmes into a cohesive framework, these are the building blocks you need to create a Voice of the Customer strategy.
The chances are that your business has a Voice of the Customer programme in place. In fact, it is likely that you have several. Many organisations these days have multiple teams around the business capturing feedback across different channels to support their separate departmental goals.
https://www.mycustomer.com/experience/voice-of-the-customer/listen-up-how-to-build-a-voice-of-the-customer-strategy/
Voice of Customer News is a global community of people working or interested in Voice of Customer, UX and technology.
