Marketing directors can’t make decisions in a vacuum. They need information about their customers, their channels and all the touchpoints that help them to connect with each other. How can they deliver what the customer wants unless they can see through the customer’s lens?
https://www.marketingtechnews.net/news/2018/feb/26/journey-analytics-show-customer-experience-through-different-lens/
Customer evaluations are one of the most important and effective tools a company can use to build long-term relationships with their clients and create a sense of brand loyalty. Doing the evaluation creates a mental investment in the company on the part of the client, and the contents of the evaluation can play a significant role in shaping the client’s image of the company moving forward.
Effectively deploying evaluations is easier said than done, however, and if you’re not careful they can be totally ineffective or even backfire and push customers away. You’ve got to put serious thought into the content of the evaluation and the way you’ll deploy it. And then, when it’s all said and done, you’ve got to understand and take the results seriously as well.
https://customerthink.com/the-tricky-but-crucial-game-of-customer-evaluations/
As the influence of social media continues to proliferate, so does the volume of online consumer insights available to companies.
The ability to successfully filter, capture and analyze actionable data is extremely lucrative for data-driven organizations. According to a 2017 McKinsey study, organizations that leverage consumer behaviorial insights outperform their competitors by 85 percent in terms of sales growth and by more than 25 percent in total profits.
https://www.cmswire.com/customer-experience/the-customer-voice-bringing-value-to-online-data/
Customer experience is hot on the agenda of most, if not all, businesses. In a world changing at dizzying speed, a single-minded focus on the customer is our defence against disruption. So why are so few doing it well?
The reality is that customer experience often falls through the gaps. The Digital team are cranking on conversion, Marketing are trying to return value back to the business, and Operations are flat out keeping the train on the tracks. For the Exec, while great in theory, investing in customer experience can look expensive and risky. Sound familiar?
https://www.wolffolins.com/how-to-drive-change-in-customer-experience/
Throughout recent years, social media has been slowly developing to become a hub for data consisting of information related to the way people interact with content. Platforms such as Facebook, its protege Instagram and the offbeat Twitter are rushing to compete for the attention of both businesses and individuals, but not as social networks. Instead, the “connect” part is long but a glimpse in the side mirror of a bus headed towards advertising-land. Today, it’s all about big data!
https://www.business2community.com/social-media/take-advantage-big-data-analytics-social-media-02021855/
In-App & Web Notifications are increasingly being used by digital-first businesses as a means for boosting conversions or simply conveying an important message to their visitors (while they are active in-app or on the website). According to Localytics, In-App Messaging in particular is capable of boosting engagement by 3x! So to what can we attribute the success of in-app and web notifications? Easy. That would be their exceptional ability to deliver the right content to the right audience at the right time.
https://mopinion.com/10-tools-with-in-app-web-notifications/
As a result of their experience today, how likely do I think it is that my customer will come back?
The key to this question is answering it with complete, sincere honesty. It relies on the person answering it to have actually put themselves in the shoes of their customer so they are able to answer the question with complete honesty. If you wanted to ‘test’ the principle, asking the same question to your customer (independently of the employee) would be fascinating.
http://www.customerexperienceupdate.com/?open-article-id=7884429&article-title=the-customer-experience-million-dollar-question--will-my-customer-come-back-&blog-domain=ijgolding.com&blog-title=ijgolding/
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.
The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.
You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
http://customerthink.com/avoid-these-5-survey-mistakes-to-gain-more-cx-feedback/
We are proud to announce that one of the largest supermarket chains in the Netherlands, Albert Heijn, now uses Mopinion’s feedback software on their website (AH.nl). Albert Heijn – also referred to as the AH or ‘Appie’, as the Dutch like to call it – jump-started its online feedback programme in June of last year (2017). Since then, they have employed various feedback forms across their website with the aim to extract valuable insights into the online shopper journey.
https://mopinion.com/albert-heijn-caters-to-online-shoppers-with-customer-feedback/
Net Promoter Score (NPS) is a hugely popular rating system that companies use to rate customer experience. Although on the surface it appears extremely simple, there are still a large amount of companies that are not using it correctly.
We take a look at the most common mistakes below that if you can avoid will help you improve your score and increase your ROI.
https://customerthink.com/5-biggest-net-promoter-score-mistakes-and-how-to-avoid-them/
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