eringilliam: customer experience*

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  1. NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.

    How do you get loyal customers? A great customer experience (CX), of course.

    In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy.

    An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program, also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.

    In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
    https://www.business2community.com/strategy/nps-ces-csat-which-one-is-the-best-metric-02242935/
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  2. Here I have identified several misconceptions that Digital Marketers assume about online customer feedback used in both B2B AND B2C businesses. Below I will share with you some misconceptions and truths about online feedback to demonstrate why it is so vital to success.
    https://mopinion.com/5-common-misconceptions-about-online-customer-feedback-debunked/
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  3. A customer experience strategy that is securely deployed on digital customer experience goes beyond installing a simple feedback tool on your website.
    It is not just about collecting feedback, but also about focussing on customer insight and follow-up action.
    https://mopinion.com/digital-customer-experience-looking-beyond-the-feedback-hype/
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  4. If no action is taken, capturing online customer feedback is just a vanity tool. Equally, if customer feedback is simply stored in a system and nobody looks into it, the organisation is deprived of valuable customer insight.
    https://mopinion.com/digital-customer-experience-the-sum-of-insight-and-action/
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  5. The Customer Experience (CX) is the preoccupation for most customer facing organisations. In an age where customer service is the definitive part of many retail offerings, CX is a key ingredient in retaining and growing the customer base.
    https://mopinion.com/the-difference-between-a-user-experience-and-a-full-customer-experience/
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  6. Mopinion is specialised in the field of customer feedback via web and mobile platforms, and conducts an annual Benchmark study among professionals to the status quo of Digital Customer Experience in the Netherlands.
    https://mopinion.com/digital-customer-experience-benchmark-2015/
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  7. There is a deluge of website feedback tools. Because of the diversity of feedback applications, you quickly loose the overview and it is not always clear where exactly the difference lies. What can be accomplished with which tool?
    https://mopinion.com/31-website-feedback-tools-an-overview-and-comparison/
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  8. In this rapidly changing digital world, a company website functions as a calling card and is often the primary channel for customer relations. As a digital marketeer, you are constantly coming up with new ways to satisfy your online customers. After a few years, your website may no longer meet requirements and you will need to develop a new website. What role can feedback play in this respect?
    https://mopinion.com/new-website-5-reasons-to-start-with-customer-feedback-right-away/
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  9. Given that email is the most commonly used mode of collaboration for teams, let’s see how we can use email to help your teams collaborate better:
    https://mopinion.com/5-task-management-tips-to-improve-customer-experience/
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  10. BKR has a constant influx of customers seeking information on their website. This ranges anywhere from customer applications to questions about pre-existing registrations. To further enhance the online customer experience, BKR employed a new online customer feedback approach using Mopinion’s software.
    https://mopinion.com/bkr-selects-mopinion-as-its-customer-feedback-software-provider/
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Mopinion: The Leading Customer Feedback Tool

Mopinion is a proud sponsor of Customer Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Feedback Tools in order to collect feedback from the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.