Ask anyone. There are many companies out there that make use of several tools as a means for communicating with their visitors or customers on their website, be it through a chatbot, feedback form or direct review. Now, you might be thinking ‘Hey these are basically classified as customer experience tools and I have one!’ and because you already utilise one of these tools, there is nothing else you need to do to improve the customer experience. Well that’s not entirely true…
https://mopinion.com/which-website-tools-are-best-for-effectively-engaging-the-online-customer/
Listening to your customers is a vital skill. That much is obvious.
Your current Voice of the Customer activities may be falling short of the mark and not giving you the insights you suspect are out there. Customer satisfaction surveys might not be giving you the information you expect. Asking too many questions may even have annoyed your customers.
As a B2B company, you are likely to have many touchpoints within your customers – those who purchase your products, those who use them, the decision makers and the influencers. Who to target and how you approach them will vary depending on the objectives you set.
If you are setting up a customer survey for your B2B clients, here are some things we suggest you think about.
https://customerthink.com/b2b-customer-surveys-how-to-nail-them/
From cost management to gaining new insights, Big Data is becoming an invaluable business tool.
Technology is constantly advancing, and as a result, devices are consuming ever-increasing amounts of data. According to research from tech giant IBM, we create around 2.5 quintillion bytes of data on a daily basis and in 2013 it was calculated that 90% of all the data in existence had been created in just the previous two years – a maxim still frequently recited in tech keynotes.
http://www.itpro.co.uk/big-data/30095/using-big-data-to-transform-business-processes/
Picture this. You are the marketing executive of a company that is currently undergoing massive growth. Your responsibility involves overseeing all digital marketing initiatives within your company which range anywhere from driving online traffic and improving usability to SEO and social channels. Although you are a very skilled and digital savvy marketer, you are not an expert in every digital tool you are considering to employ. And not only that, but being swamped with the work that goes along with each and every digital campaign might not leave you much extra time to go through the process of truly understanding how each of these digital tools operates, much less implement them.
https://mopinion.com/speak-to-your-digital-agency-about-online-customer-feedback/
When it comes to customer loyalty it’s very easy for businesses to focus on those people that have had problems or issues and want to complain.
https://mopinion.com/embracing-the-benefits-of-your-enthusiastic-customers/
Digital intelligence platform market categorizes the global market by component as analytics, data management and engagement optimization, by touchpoint as company website, social media, by organization size, by vertical, and by region.
https://www.whatech.com/market-research/it/412318-digital-intelligence-platform-market-growing-worth-13-96-billion-usd-by-2022-explored-in-latest-research/
This content is produced by The Australian Financial Review in commercial partnership with KPMG.
With most of the rhetoric in the digital economy focused on placing the customer at the heart of all strategic thinking, it would be fair to assume a company's chief marketing officer or chief customer officer would have a seat at the top table.
Unfortunately, this is still not the case in Australia although it is happening internationally...
http://www.afr.com/news/special-reports/future-now-series/marketing-needs-to-be-at-centre-of-strategic-planning-20171204-gzy1do/
The number one rule in customer experience (CX) is to meet your customers where they live. Understand their preferences, their challenges. Know what gets their goat. As CX practitioners, we also should know the way, or ways, our customers prefer to communicate with us. Are we giving them their preferred option? Or are we simply using the channels that suit us best?
http://customerthink.com/customer-initiated-feedback-a-new-window-into-the-customer-journey/
The New Customer-Driven Economy
We are witnessing an amazing acceleration of new products, services, and delivery methods. Many companies and even entire industries have been radically affected (think Department Stores, RIM Blackberry, Kodak, Blockbuster, and many others). There are new rules, principles, and ways of working for success in the customer-driven economy.
https://customerthink.com/10-essentials-for-survival-in-the-customer-driven-economy/
WordPress is one of the most popular content management systems available with nearly 75 million websites. What’s great about this open source software is that it offers well over 53,000 different plugins that gives users the opportunity to extend the functionality of their websites. These plugins can range anywhere from SEO tools and Landing pages to Social media integration and Caching tools. However, there are also several notable user feedback plugins that are great for kickstarting your customer feedback programme.
https://mopinion.com/top-10-user-feedback-plugins-for-wordpress/
