An online feedback form is a dynamic tool which is used to capture customer feedback on websites and apps. Feedback forms can be triggered on your website in various ways with the goal of attaining specific feedback from your customers and determining whether or not they have reached their online goals, e.g. ordering a product or getting online support.
https://mopinion.com/what-is-an-online-feedback-form/
Customer experience (CX) is not only a major priority, but also a game changer for businesses. To craft customer-centric business policies and meet customer needs, marketers first need to understand, what is customer experience? Let’s start with the basics.
Gen-Z is more aware, needs instant service and has rising expectations, and Millennials and Baby Boomers have their own unique needs. In this high-pressure situation, businesses need to be meticulous with their CX strategy. We have put together a comprehensive A-Z customer experience guide to help you optimize your business strategies.
https://www.martechadvisor.com/articles/customer-experience-2/what-is-customer-experience-a-to-z-guide/
Event-driven feedback is online user feedback collected using triggers based on visitor behavior. It is essentially a way of capturing the customer’s views on their experience while the experience is still fresh in their minds.
https://mopinion.com/what-is-event-driven-feedback/
Real-time customer feedback is a type of qualitative data collection, in which you receive live feedback from visitors on your website or mobile app. With real-time customer feedback, you can immediately see the needs and wishes of your visitors as well as monitor for potential problems such as bugs or missing information in the customer journey.
https://mopinion.com/what-is-real-time-customer-feedback/
Data. Insights. Conversions. These three words are thrown around quite a bit in the digital world, regardless of the industry. And the reason for their popularity is fairly obvious. The insights we derive from proper data analysis steer us towards ways of achieving increased conversions. A slightly less obvious observation, however, is the kind of data we use to reach these conversions…
When it comes to online user feedback, there’s a lot to be said about quantitative data (e.g. metrics such as Net Promoter Score, Customer Effort Score, & Customer Satisfaction) but still little is known about the qualitative side (e.g. open answers), or the ‘unstructured data’. While metrics such as NPS can easily be measured and displayed in charts or an Excel sheet, qualitative data isn’t quite as straightforward if you don’t have the means to analyse it. Enter Text Analytics.
https://mopinion.com/what-is-text-analytics-benefits/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
Up to speed on the new SCA regulation coming this fall? If not, you may want to pay close attention. Following the introduction of the GDPR, which had a huge impact on the handling of personal data last year, Europe is gearing up for another major shake up – this time in the payment sectors.
https://mopinion.com/strong-customer-authentication-sca-regulation/
The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities.
Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. As she led the discussion, something interesting happened.
Even though we were in a room with sixteen people whose job it is to create customer journey maps, we had slightly different ideas as to the exact role of the customer journey maps:
http://customerthink.com/what-is-the-point-of-a-journey-map/
In the world of customer service, understanding your customers and their needs is critical to the success of your organization. Sometimes these needs are clear and easy to meet, and other times it can be more difficult to understand what your customers require. That’s why it’s so important to listen to the voice of the customer and use your findings from doing so to shape your organization’s customer experience.
https://www.virtualhold.com/blog/voice-customer-can-businesses-use-shape-customer-experience/