Tags: customer-experience*

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  1. 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/
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  2. 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/
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  3. 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/
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  4. 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/
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  5. 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/
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  6. While it may just sound like a tech buzzword, digital transformation is so much more than that. The digital transformation is a complex and sometimes even daunting process that impacts multiple aspects of your business – all with the goal of creating efficient digital operations. And this process involves not only meeting the demands of changing technology, but also working in a way that adapts to these changes. Is your organisation struggling to keep up? Then keep reading…
    https://mopinion.com/10-must-read-guides-to-digital-transformation/
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  7. A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.

    In order to better understand how to use VOC and the types of feedback that your customers are providing, let’s divide it into three unique aspects, each with their own distinct attributes and value to an organization. In the work I do with clients at Yes&, all three of these facets are used to form a cohesive picture of what a customer needs, what their experience has been and how they are feeling about a brand.
    https://www.forbes.com/sites/forbesagencycouncil/2019/01/11/understanding-the-three-facets-of-the-voice-of-the-customer-voc/
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  8. Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then acting on their preferences and aversions. The voice of the customer (or VOC) consists of three distinct types of customer feedback: direct, inferred, and third-party.
    https://www.zappix.com/blog/how-the-voice-of-the-customer-can-transform-cx/
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  9. The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.

    As the internet continues to shatter traditional business models, customer-centric initiatives become more important to businesses. The C-suite is bursting with new positions and officers to accommodate these; the chief customer officer role is one of the newest.
    https://searchcrm.techtarget.com/answer/How-does-the-chief-customer-officer-role-benefit-CX/
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  10. Old-school marketing techniques that include guesswork held up by flimsy market research don’t always reflect what consumers want. But now retailers can eliminate the guesswork and incorporate real consumer feedback to gain a competitive edge.

    Plus, Millennials are excited to work with robots, complain to robots, and date robots, so it comes as no surprise that they want robots to help them pick out an outfit, an automobile, or a weekend getaway.

    Whether it’s Amazon’s AI-fueled recommendations revolutionizing the product chain or the entire advertising industry adjusting to Google’s and Facebook’s algorithms, AI has been shaping the online retail space more than any technology besides the internet itself.
    https://readwrite.com/2019/01/30/use-ai-to-deliver-a-seamless-consumer-experience/
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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.