Hermes is a leading parcel courier in the United Kingdom and is committed to always being the first choice among U.K. consumers. Doing so requires a deep focus on improving the customer experience (CX) in which Hermes extensively measures the entire journey of both its customers and each parcel to ensure its providing a highly satisfactory experience that translates to business success. We sat down with Lee Houghton, head of Customer Experience and Development at Hermes, to learn more about the company’s approach to CX.
https://www.foresee.com/blog/voc-leaders-hermes/
Shopping cart abandonment is an occurrence that plagues many retailers and webshops all over the world on a daily basis. By definition, shopping cart abandonment is when a potential customer starts the checkout process for an order online but drops off before completing the purchase. You will probably all agree with me when I say that the thought of the customer getting all the way to the shopping cart only to leave empty-handed is a very troublesome one, which is why it’s important to take action and stop it. While there are many customer experience (CX) solutions that can help avoid this problem, such as user feedback, ad retargeting and email recovery campaigns, there is another area that deserves some attention as well: user experience (UX).
https://mopinion.com/5-user-experience-ux-strategies-to-reduce-shopping-cart-abandonment/
Customer Experience monitoring is nothing new, but the ways and depth by which we can scrutinise it are evolving faster than ever before. A few years ago the focus was on the digital revolution in customer service and finding the best ways of providing online services (often replacing traditional human-to-human based interactions). Now though, customers expect online services as a key channel, so the digital marketer’s role has become even more vital.
https://mopinion.com/keeping-up-with-the-rapidly-changing-digital-landscape/
Adoreboard, a leading Emotion AI software solution, has been named for using, "common sense reasoning with affective computing," for Customer Experience improvements, according to the October 2017 Forrester report, The Future of CX Measurement .
Adoreboard is cited in a section of the report entitled, "Upgrade to Analytics That Drive Action". Adoreboard's Emotion AI solution, Emotics, produces what is known as Decision Ready Insights, enabling executives to use Artificial Intelligence to make CX-impacting decisions in a more informed and responsive way.
http://www.prnewswire.co.uk/news-releases/adoreboads-emotion-ai-the-future-of-cx-measurement-660430943.html/
Travelzoo, a global publisher of exclusive offers and experiences for members, won the 'Best Use of Voice of the Customer' award at the 2017 Engage Awards, which celebrate inspirational customer and employee engagement excellence. The award was received at a glittering ceremony in London, following the sixth Customer Engagement Summit, Europe's highly regarded customer and employee engagement conference, held on 13th November and attended by more than 1,000 professionals.
http://markets.businessinsider.com/news/stocks/Travelzoo-Wins-2017-Engage-Award-in-the-UK-1001554044/
Collecting and analysing feedback is one thing, but bringing it to a profitable conclusion by taking action is what makes the whole feedback process worthwhile. We refer to this last step as ‘closing the feedback loop’. This is a key concept in managing the online customer experience, which is why it’s important that this step is not overlooked. It’s also imperative that this step is carried out as efficiently and effectively as possible. To do this, close collaboration is often required. The question is, what does this collaboration look like?
https://blog.azendoo.com/the-power-of-collaboration-in-closing-the-feedback-loop/
VP of artificial intelligence powered insights hub and social analytics company Crimson Hexagon reveals what brands should consider to better leverage the power of social
The pressure is on organisations to engage and understand customers better using social media channels. But are Aussie companies doing enough to tap this powerful data set?
https://www.cmo.com.au/article/630356/5-ways-get-more-from-your-social-analytics/
Customer feedback is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. The information is procured through written or oral surveys, online forms, emails, letters, or phone calls from the customer to the company.
https://www.myjoyonline.com/opinion/2017/november-16th/customer-experience-the-price-companies-pay-for-loss-of-consumer-feedback.php/
A Five9 survey shows customer service experience has overtaken price, product quality and all other factors as the top factor for customers when deciding with whom to do business.
https://www.cio.com/article/3238066/digital-transformation/cios-need-to-focus-on-customer-experience-now.html/
If your company is looking to generate feedback through a customer satisfaction survey, you’re not alone. In fact, 84 percent of companies report that they actively seek regular input from their consumers, and 89 percent of companies compete directly with other businesses based on the customer experience alone. This data emphasizes the importance of an effective Voice of the Customer (VoC) program, but unfortunately, many organizations are not using VoC programs to their full potential. Far too many businesses collect the feedback then forget about it during the decision-making process, and all of that rich, relevant data about the consumer experience is wasted.
https://www.quicktapsurvey.com/blog/3+VoC+KPIs+You+Need/