In a world of seemingly infinite reach, a one-to-one connection is more valuable than ever. Here are three things you need to keep in mind so you can get personal with your customers.
https://www.inc.com/michelle-manafy/scale-fail-in-quest-for-mass-audiences-dont-forget-customer-number-one.html/
Running a business online comes with all the trimmings our beloved internet has to offer. An exponential reach, streamlined user experiences, but also the veil of anonymity. When you are confined to a mostly digital space, reviews have the power to make or break what took years to get up and running. This makes responding to negative customer feedback almost as important as getting great feedback in the first place! Today we’ll explore some classic public relations ideas and how they work for companies online:
https://www.track5media.com/responding-negative-customer-feedback/
In “Why today’s IT organization doesn’t work anymore,” I wrote about why traditional IT organizations don’t meet today’s need. At the core of my argument was that with customers and 24/7 digital feedback loops at the heart of modern digital business models, classic, siloed IT organizations are ripe for disruption and transformation. Given the need for a modern, forward-facing digital model powered by user experience, insights, and analytics, how is it possible to overcome entrenched legacy structures and cultures to drive technology-enabled value creation today and tomorrow?
https://www.cio.com/article/3257705/digital-transformation/shifting-the-focus-from-it-to-your-customer-feedback-loop.html/
If you’re not actively gathering customer feedback—and acting on this feedback—you’re losing out. Why? The happier you make your customers, the more likely it is that you’ll retain them. Bearing in mind that it’s six to seven times more expensive to acquire a new customer than it is to retain an existing one, I’d say you should definitely invest your time and effort into making the most of your customer feedback.
https://www.allbusiness.com/5-ways-customer-feedback-can-help-beat-competition-115931-1.html/
Funnel analysis, A/B testing & landing page optimisation are all fantastic ways of improving your websites conversion rate.
However, nothing will come close to the effectiveness of VoC analysis to deliver quick conversion rate and website usability increases.
https://econsultancy.com/blog/64411-voice-of-customer-surveys-a-killer-tactic-for-quick-cro-wins/
Today’s empowered customers, choose their path and view the entirety of the experience with your brand across all touchpoints as one connected experience. Your customers interact with you on their own terms, shift preferences, flow across channels, and take unpredictable routes to a fluid destination. As a result, your sales, marketing, and customer experience organizations need to deal with broader issues: customer’s demand for transparency, shorter consumer attention spans, ubiquitous connectivity and access, and traditional channel fatigue. On the other hand, the back-stage functions need to know where the technology and systems issues lie, to understand where individuals customer’s “get stuck or lost,” and drop off the grid altogether.
http://customerthink.com/customer-journey-management-the-key-to-better-customer-engagement/
In this world of so many choices, it’s hard to create a brand image in the mind of your customer. We see so many startups showing up with their products and services, but how many of them survive till the end, satisfying their target audience? Not many.
There are many reasons why companies don’t succeed, but one important reason is not analyzing customer feedback correctly, and hence making bad decisions. How do you know what your customers like or dislike about your product or service? Isn’t it valuable data for you? Of course it is.
https://www.influencive.com/5-proven-growth-hacks-leverage-customer-feedback/
For a successful website or mobile app, user experience and interaction are critical factors which calls for testing, feedback and refinement during and after the design process. This is where feedback comes in handy. Asking for feedback from users can provide you with an alternative perspective, enabling you to properly meet the requirements as well as expectation of these users. While there are various types of user experience feedback solutions (see previous article with UX tools overview), there is one type in particular that enables businesses to improve page usability, Visual Feedback tools.
https://mopinion.com/top-21-visual-feedback-tools-an-overview/
As more companies make experience their business, they are also coming to the conclusion that everyone across the organization is responsible for customer experience, not just the marketing department. That includes unusual suspects including community relations, sustainability, and talent aquisition teams.
At last month’s CES, Adobe met up with executives from various disciplines for a series of podcasts in which they discuss their roles in the customer experience. Tune in.
http://www.cmo.com/features/articles/2018/1/31/adobe-exb-podcast-series.html#gs.ncKhDVc/
Many B2B companies use Net Promoter Scores (NPS) to evaluate customer outcomes and make important customer-related decisions.
The use of NPS scores attempts to distill diverse customers' complicated feedback about a company into a single score. It asks the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"
While helpful as a general indicator of customer sentiment, NPS scores alone provide an incomplete picture of customer relationships and often can lead to an imperfect understanding of the current health of a company's customers.
http://news.gallup.com/businessjournal/228047/ways-beyond-nps-fully-understand-b2b-relationships.aspx?g_source=link_NEWSV9&g_medium=TOPIC&g_campaign=item_&g_content=3%2520Ways%2520Beyond%2520NPS%2520to%2520Fully%2520Understand%2520B2B%2520Relationships/
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