Tags: communication*

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  1. If you are reading this article, my guess is that you are already on board with customer feedback. You have recognised the value of having a strong feedback programme and you’re well aware of what it can do for your websites and mobile apps – as well as your brand as a whole. However, for you (and most other organisations), it’s not a question of whether you should start collecting and analysing customer feedback, but rather how to get your teams on board with the idea and contributing to the effort.
    Here is our 3 step process for getting your team on board with customer feedback.
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  2. Communication is everything in all types of relationships, especially when it comes to your customers. If you ever thought customer communication is overrated, think again – 70 percent of customers are willing to spend more with companies that provide excellent customer service. The way you interact with your customers has a direct impact on your bottom line. If they feel that they’re understood and treated with respect, they’re likely to keep doing business with you.

    So what about when things go wrong? It’s inevitable, things happen. How you and your frontline handle the inescapable adversity can make all of the difference. Not sure how to go about it? Here are four simples ways to get you started.
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  3. ​VOC is a vital part of any communication strategy because sometimes I want to tell you what I think and if you allow me that opportunity, and I feel that my voice has been heard, then you have improved our relationship and got me (your customer) to act as your free quality monitor and ideas guy.....this as they say is a good bet!

    VOC has one challenge - there is so much information how do you get the most from it, tactically and strategically? Most companies can get good value from the actionable insights tactically but managing them as a part of a strategic dashboard has been an issue.
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  4. Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. Real two-way conversations with real customers, including the all-important body language, are unheard-of these days. Being connected to the Internet many hours a day is not enough.
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  5. A company’s biggest differentiator is often their ability to predict the needs of customers. This concept is typically associated with the purchasing experience, or developing personalized services. What’s missing from these strategies are the opportunities in communicating to customers how things go wrong.
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  6. October was National Cyber Security Awareness Month (NCSAM) and the epic Equifax breach serves as just one reminder of the frequent and rising cyber risks and hacking incidents. For customer service organizations, managing the exponential growth of customer data across multiple customer communication channels and platforms is not easy.
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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.