Customer experience offered by e-commerce companies has come a long way in the past 17 years. Here is a look at what are the latest technologies companies to keep customers coming back to their site.
http://www.computerworld.in/slideshow/customer-experience-king-ecommerce/
In 2017, I discussed the importance of a solid financial business case for investment in customer experience (CX). As we start a new year and reflect on the performance of the economy over the last 12 months – and look at the uncertainty ahead – this has never been truer. One of the best ways to understand their full business impact is to look at examples of success.
Virgin Money is a case in point.
https://www.mycustomer.com/experience/voice-of-the-customer/how-virgin-moneys-customer-feedback-strategy-helped-it-top-the/
Most companies say that they listen to their customers, and it’s true to some extent. But the larger truth is that customer feedback is often ignored because companies do not know how to get it, let alone how to make product decisions based on it. Super stoked to share this article with you folks that explores the 'why's behind the significance of customer feedback, frameworks, case studies on how it worked for Quuu , Zest.is, Zola and Shopseen along with some expert opinions from the best in the business including: Talia Wolf, Nichole Elizabeth DeMeré, Ashley Greene Matthew Spurr, Val Geisler, Sue Duris and David Hoos.
https://growthhackers.com/articles/why-customer-feedback-is-your-secret-weapon-to-scale-your-product/
Once the feedback is collected, here are a few ways to use this information to improve your business and measure customer satisfaction...
https://www.fleetmatics.com/resources/article/4-ways-to-use-customer-feedback-to-improve-your-business/
In today’s time of inbound marketing, having an in-depth knowledge of the customers works the best. It is important to have customer feedback - with what the customers are happy with and what they want you to improve.
Analyzing the behavior of target audience is very important in this competitive era. Analytics shows all the demographics of the visitors like from which country they are from, peak time of the visitors, how much time they are spending, which page most visitors are landing on and everything else.
So, it is very important to analyze the behavior of the audience. Once the behavior of the audience is known, the next step is to interact with the customers.
https://landerapp.com/blog/customer-feedback/
Traditionally, executives have used standard metrics, such as cash flow, inventory turns and operating income, to get a broad sense of the health of their firm. However, the game has changed with the rise of digital business models centered on the user. New metrics need to be devised based on the core user actions that drive value creation in such models.
https://knowledge.insead.edu/blog/insead-blog/digital-businesses-the-metrics-that-really-matter-6731/
It’s safe to say that many small businesses today use just a few traditional measures to track business growth -- that is if they measure anything at all. Metrics like profit and loss, total sales, cash flow, gross margin and revenue growth rate are undoubtedly important. Today, however, these data points are no longer enough to compete effectively and establish a lasting business.
https://www.forbes.com/sites/forbesfinancecouncil/2017/12/14/small-businesses-its-time-to-go-deep-with-data/#4f0518ea33bf/
Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer Emotion. How do your customers actually feel? How do you measure emotion in customer experience?
http://customerthink.com/how-to-measure-emotion-in-customer-experience/
I regularly do customer feedback surveys for competitive analysis purposes (full disclosure: ServiceDock is a CEM platform for multi-location businesses). For the most part, I am a genuine customer of the business when I do them and try to think as such, while also making notes on the survey solution. Some of these surveys can be extremely tedious and drawn out, but the most frustrating experience I frequently encounter is when I’m told that there is no chance of a follow-up on my feedback.
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
While listening to customers is fairly simple (and fun!), using it to inform product planning is much more complex. Integrating customer feedback requires executive alignment, commitment to community, and a solution that is both simple to use and rich in information to help product managers plan effectively. Sound daunting? Well, we’re here to help because today we’re sharing some of the tips and tricks we’ve learned while building our listening machine.
https://www.salesforce.com/blog/2016/12/4-tips-to-turn-customer-feedback-into-action.html/
Customer Feedback News is a global community of people working or interested in Customer Feedback, UX and technology.
