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/
Can a large incumbent company rediscover how to act like an agile start-up?
I believe the answer is yes, though success depends largely on another question: Can the executive team learn to get out of the way?
Behaving like an agile start-up implies speed, a sharply defined mission, and a deep understanding of customers. Those qualities allow a company to consistently formulate the right strategy and execute it cleanly—but also to pivot decisively when conditions change.
https://hbr.org/2017/11/figure-out-your-companys-make-or-break-strategic-problems-then-use-small-teams-to-solve-them/
This is the fifth of the eight-part episode tutorial on the topic MEMS and Sensors Marketing, Oxymoron or Opportunity. The topic of this episode is putting the “s” back into MEMS and the challenges of doing so. Welcome back to those who have been following this bi-weekly tutorial series and a cordial welcome to those who are joining us for the first time.
It is interesting to consider that this tutorial series focuses on the theme of ‘oxymoron’ from a marketing perspective. Additionally, and for this episode, the topic of micro-electro-mechanical systems (MEMS) itself is truly another oxymoron or misnomer from several perspectives...
https://www.sensorsmag.com/components/sensor-mems-marketing-oxymoron-or-opportunity-episode-five/
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/
Our client, a major manufacturer of various simulators, hypothesized they had an opportunity innovate on how doctors trained for a particular set of invasive medical procedures. For decades, training for these types of procedures was carried out using plastic models or pig cadavers, but neither captured the look and feel of the human body, and both involved considerable expense. In some countries, students trained on actual patients, which had its dangers. Was there a better way? The innovation team at this leading simulator manufacturer had built a prototype that used a dramatically different technology – 3D virtual reality simulation – but needed to test its appeal with end users and purchase decision makers.
https://ams-insights.com/success-stories/simulator-manufacturer-revolutionized-medical-training/
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/
It doesn’t matter how long you’ve been in business, it’s about how you conduct business. Some of the best-known brands have fallen by the wayside because they’ve not kept pace with modern customer needs - they don’t understand the traits and characteristics that define what customers now want.
http://ravingcontent.rantandrave.com/the-key-traits-of-a-successful-voice-of-the-customer-programme/
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/
Your ability to understand how to meet customer expectations has a significant impact on business strategy and overall success. A voice of the customer program provides you with insights that help deliver a superior customer experience. So, who owns the Voice of Customer? Think of the customer experience as a car. Voice of the Customer data is the fuel that allows that car to move. If you own the car you sure own the gasoline in its tank. Therefore, whoever owns the customer experience owns the voice of customer.
https://www.surveypal.com/blog/who-owns-the-voice-of-customer-success-starts-at-the-top/
