Serving over six million visitors each week, Dutch retail chain, HEMA is expanding rapidly. HEMA now has stores in nine different countries including the Netherlands, Belgium, Luxembourg, Germany, France, the United Kingdom, Spain, Austria and soon in the United Arab Emirates. This tremendous growth certainly presents its challenges when it comes maintaining a smooth online customer experience – but it also represents an exciting digital undertaking for the Dutch company.
https://mopinion.com/customer-success-story-hema/
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C.
http://customerthink.com/b2b-versus-b2c-which-matters-more-for-cx/
Tides are shifting in retail marketing. The final sale is no longer the end goal — certainly, it’s important, but as competition for retail business intensifies, creating an exceptional consumer experience that increases lifetime value is taking priority.
Retail brands are rethinking the way they approach marketing to consumers. Rather than designing channel-specific strategies that segment the marketing message, we’re seeing the focus move to a cohesive experience across all touchpoints. The strategy is called omnichannel marketing, and it’s helping brands take a more holistic approach to customer relations.
https://martechseries.com/mts-insights/guest-authors/omnichannel-marketing-work-3-ways-measure-success/
Want to take a look behind the curtain of leading feedback analytics software Mopinion? We recently sat down with Mopinion co-Founders and feedback experts, Udesh Jadnanansing and Kees Wolters to get their advice on how businesses can make their customer feedback truly meaningful.
In this interview, Jadnanansing and Wolters elaborate on key topics circulating the feedback industry such as how to harness the right data, how to improve customer experience and engagement, what a successful data exchange looks like, how brand-to-consumer relationships will evolve over the next few years and more…
https://mopinion.com/making-customer-feedback-meaningful-interview-founders/
There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages.
With the amplitude of information and options at their fingertips, customers now hold most of the power. This is why the Customer Experience (CX) has become a top attribute on which brands compete, and the need to conduct a Voice of the Customer (VoC) program has never been greater.
https://www.iperceptions.com/blog/full-service-voice-of-the-customer-program/
Companies spend millions of dollars on Voice of the Customer (VOC) tools. The goal? Understand their customers and prospects in order to improve products, customer service, messaging and marketing. These tools include surveys, focus groups, customer service reports and athlete or celebrity endorsements, among others. However, collecting and measuring the true Voice of the Buyer (VOB) is often not in the mix of the typical VOC initiative.
https://channelsignal.com/blog/benchmark-voice-customer/
The case for capturing, understanding and acting on the Voice of the Customer (VoC) is well documented. It’s a powerful driver for change, and helps to create differentiation in competitive markets. You’ve mapped your customer journey, defined key touchpoints, identified the channels through which to gather feedback and you are taking action based on the insights rolling in. Fantastic.
But are you still missing something?
https://www.mycustomer.com/experience/voice-of-the-customer/frontline-feedback-how-to-capture-the-voice-of-the-customer-through/
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/
Want to step up your game in managing projects and tasks? Think you and your team need to find a way to be more productive and efficient in completing tasks and projects? You’re not alone. And there is a way to make work more productive and projects more successful. Let me introduce you to task management software. Many enterprises, big or small, use task management software to collaborate better and achieve more, and so should you…
https://mopinion.com/task-management-software-an-overview/
We have some exciting news for all of the Google Analytics geeks out there! Mopinion has just launched a new Google Analytics (GA) integration that will enable Mopinion users to track and analyse feedback form results (such as scores and feedback categories) combined with user behaviour directly from GA – and this time, without the hassle of setting up these events manually.
https://mopinion.com/customer-feedback-google-analytics-integration/
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