Tags: customer-journey*

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  1. Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
    https://mopinion.com/heatmapping-tools-you-might-want-to-try/
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  2. 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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  3. A question we often hear people in the CX community ask is: “Why is my Voice of the Customer programme not going to plan?” Now, to be honest, this question is a tough one to crack. Part of the problem is defining what ‘not going to plan’ looks like. Is the programme not achieving your goals? Is it not getting the business benefits you expected? Has an in the first place?

    While we can’t explore each and every detail in this blog post, there are some common pitfall that we want to share. These are the main mistakes that we’ve seen brands make time and again which have thrown their VoC programme off-course.
    https://ravingcontent.rantandrave.com/why-your-voice-of-the-customer-programme-isnt-going-to-plan/
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  4. Most brands ‘get’ that Customer Experience is important – but often struggle to balance long-term drivers with short-term priorities. And, while 89% of companies expect to compete mostly on the basis of Customer Experience in the future, they’re still stuck competing where they’ve traditionally fought – on price and on product. They’re trapped in the day-to-day and can’t make the necessary gear change.

    Those charged with championing CX often struggle to connect Voice of the Customer (VoC) back to hard business results. They understand that poor Customer Experience can lead to churn, loss of brand image and even stop prospects from ever becoming customers in the first place. What they don’t have is the evidence to justify the investment in Voice of the Customer and move it up the agenda.

    They face an uphill struggle trying to get the budget for long-term initiatives when the business is fighting short term pressures. The smart brands are the ones changing this dynamic. They’re the ones who have gathered the evidence, know the numbers and know the value of VoC to the bottom line.
    https://ravingcontent.rantandrave.com/how-to-show-the-value-of-voice-of-the-customer-on-the-bottom-line/
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  5. It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away.

    Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority.
    https://www.peoplemetrics.com/blog/12-reasons-to-invest-more-in-customer-experience/
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  6. In the past 5 years we've seen a real shift in customer expectations, not only are they demanding exceptional experiences but they're also not completing surveys. These trends have continued to intensify, leaving brands with low levels of engagement and poor response rates. If you struggle to engage your customers then you'll never be able to run a Voice of the Customer programme that provides real value. Additionally, we need to ensure that we're capture meaningful feedback, helping you to drive your business forward using customer insight.

    But let's start with the most common problem, customers aren't completing your surveys, so what can you do about it?

    Firstly, it's comforting to know that you're not alone, we encounter brands and businesses that have this very problem, making it a real struggle to capture the true Voice of the Customer. Instead of a survey led approach, we encourage businesses to ask only one open-ended question (and capture a score alongside this) at relevant parts of the customer journey and immediately after service delivery. This approach leads to response rates of between 35-50% (compared with 2-5% for traditional surveys - and this doesn't even take into account drop out rates), as well as much richer insight, as we are getting the views of customers in their own words.

    If you imagine the entire customer journey, and then pick up on the key touch points and ask for feedback at them, you're still able to build up the same intelligence you would get with a survey at the end of the journey. However, this way makes the questions much more relevant to the customer and the insight is more valid because it's captured in the moment.
    https://ravingcontent.rantandrave.com/our-guide-how-to-build-a-successful-voice-of-the-customer-programme/
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  7. Is your business listening to the Voice of the Customer (VoC)? If not, you might want to start now – as it is becoming a top priority among most online businesses. This rise in popularity is owed to the fact that Voice of the Customer programs (and therefore Voice of the Customer tools) have recently become a critical element in customer experience initiatives.
    https://mopinion.com/28-voice-of-the-customer-voc-tools-an-overview-comparison/
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  8. With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
    https://mopinion.com/top-20-customer-journey-mapping-tools-an-overview/
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  9. 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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  10. In the world of constant disruptive changes and rapidly amplifying market needs, innovation is the differentiator. It is the capability to do things differently, caters to ever-increasing customer expectations, and transform ideas into reality.

    Which is why innovation is the ‘strategic vision du jour’ of many ambitious organizations today.
    https://ceoworld.biz/2019/02/05/4-practices-to-create-culture-of-innovation-in-your-organization/
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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.