Tags: customer-experience*

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  1. Stedin is a regional Dutch network operator that mainly operates in the Netherlands’ Randstad region, which consists of Rotterdam, The Hague and Utrecht. As one of the top three largest operators in the Netherlands, Stedin is responsible for the transport of electricity and gas to more than 2 million customers (including industrial customers).
    Eager to gain better insights into how their website was performing and how they could improve the online experience (on a deeper level) Stedin employed Mopinion as its digital feedback solution.
    http://mopinion.com/customer-story-stedin/
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  2. Mopinion is dedicated to providing its customers with the best possible feedback analytics software on the market. In order to maintain this status, our team strives to make constant and valuable improvements to our platform. We do this using the feedback provided directly by our customers. That being said, we’ve got plenty of product updates to share with you this month! We have several new security updates including SCA-compliant payments in Stripe and a new feature that enables users to anonymise their own feedback data. We also want to give you a sneak peek into our new user interface which is set to go live in January 2020!
    http://mopinion.com/product-update-security-measures-new-user-interface/
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  3. 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/
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  4. Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
    https://mopinion.com/state-of-customer-experience-cx/
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  5. If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
    https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
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  6. Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.

    But wait!

    Do your customers know that you’re actually listening to them?
    https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
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  7. Looking to overhaul your customer experience strategy? Artificial Intelligence offers tremendous potential to manage customer interactions and significantly improve customer engagement. Let’s find out how!

    Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions.

    Artificial Intelligence (AI) is one such field that finds its applications in diverse industries. It has matured to use big data, machine learning algorithms, and can be unleashed to drive enhanced customer experiences.
    https://www.martechadvisor.com/articles/customer-experience-2/5-ways-ai-can-revolutionize-customer-experience/
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  8. A relentless focus on the customer is not just an important strategy, it is mission-critical for companies to survive in today's retail climate. When it comes to delivering the best customer experience, it is what is on the inside that counts: the retailer's people and its company culture. So, how is a customer-centric company culture built? Experts agree that a customer-driven culture results organically when employees individually and collectively prioritize customer needs above all else. Ultimately, being customer-centric requires a work environment where employees fully embrace the core values of empathy and servant leadership.

    Recently, McKinsey & Co. studied the relationship between customer centricity and revenue growth. They concluded customer impact — the empathy to recognize and act upon the needs of customers — led all leadership competencies. Not only that, but the degree of customer impact also correlated with respondent company revenue growth. While the customer may not always be right, they are certainly always valued in high performing organizations.
    https://www.retailcustomerexperience.com/blogs/how-to-deliver-a-customer-experience-that-is-second-to-none/
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  9. Jonathan Wax, VP EMEA at Nexidia, looks at how data analytics can help organisations deliver the personalised experiences that customers demand.

    For some time now, one of the biggest challenges facing contact centres has been how to ensure personalised interactions with customers. Customers want to feel the service they receive is tailored to their preferences and customised to meet their unique needs.

    This expectation of a personalised experience is not something that can be underestimated either. According to Deloitte, one in four consumers are willing to pay more to receive a personalised product or service.
    https://www.information-age.com/personalised-experiences-customers-demand-123480562/
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  10. My concept of creating a convenient experience is an end-to-end experience, including every point of interaction with any aspect of the company—interactions with employees, product, website, packaging… everything. How easy are you to do business with? What extra effort do you put your customers through? What friction can you eliminate?

    Answering these questions will help you create a better customer experience. Looking for ways to improve the experience, save your customers time, and be more convenient is part of what will make your customers want to come back. Getting feedback to validate your decisions is crucial. Using survey tools like NPS (Net Promoter Score), CSAT (Customer Satisfaction), etc. you get results that will help you determine the overall customer’s feeling about their experience. You can get ask questions that will give you specific feedback about various part of the journey.
    https://www.forbes.com/sites/shephyken/2019/03/10/the-other-e-in-customer-experience-customer-effort/
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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.