Discover your smile. Those are the famous words of market leading travel organisation, TUI. Via numerous channels (TUI.nl, TUI travel agencies and the Contact Center), TUI offers a myriad of holiday packages catered to all types of travelers, including sunshine & winter holidays, city trips, weddings, sports & activities, and even flights via its own airline, TUIfly.
As part of its online vision, TUI focuses on maintaining an enjoyable and meaningful customer experience. TUI.nl, in particular, is a channel that enables TUI customers to find the information that they’re looking for, get in touch with TUI representatives and ultimately book their next vacation. In other words, a very crucial and commonly used portal for bringing in and converting customers.
https://mopinion.com/customer-success-story-tui-a-multichannel-feedback-solution-for-a-major-travel-organisation/
If someone told you they had some very powerful information that might make or break your webshop, would you want to hear it right away or just wait until tomorrow? Most of us would want that information on our desk in a heartbeat, which is why many businesses nowadays are using real-time feedback alerts (also known as smart alerts) to monitor the online customer experience.
https://mopinion.com/how-real-time-feedback-alerts-help-effectively-manage-webshop/
You may have solved your customer’s problem, but if it took them digging through three help articles and sending six emails to get there, was it a good customer experience?
Companies are shifting the metrics they measure to better serve modern customers, and Customer Effort Score (CES) has quickly risen to the top. Unlike the Customer Satisfaction Score, CES examines the entire customer support experience from start to resolution. And instead of focusing on parts of the service experience, like channel or agent performance, it tackles a bigger question: how easy or difficult it is for customers to get issues resolved.
https://www.business2community.com/customer-experience/measuring-customer-effort-just-got-easier-02030591/
In this White Paper, Mopinion outlines why in-app feedback is important as well as three different ways in which mobile product owners and marketers – with the intention of optimising the mobile experience – can collect in-app feedback. This paper will also look at how to analyse and take action on feedback and discuss what should be considered in terms of security standards (as they relate to the General Data Protection Regulation).
https://mopinion.com/new-white-paper-optimising-the-mobile-experience-with-in-app-feedback/
Startup life can get pretty intense. Most of the time teams work in a zoomed-in mode, and it’s very easy to lose perspective and disconnect from the people you are actually building for. When real pains are replaced with your assumptions, product development can go astray. If you feel like you don’t know who’s on the other side of the screen anymore, schedule in a couple of days to talk to your users. Below I will share 5 ways in which user feedback helped us stay on track at different stages of building a startup.
https://medium.com/swlh/5-ways-to-use-customer-feedback-to-drive-your-product-development-cdfbe16ac7a0/
In a previous article, we introduced three different ways in which you can collect mobile feedback (in-app): Webviews, APIs and SDKs. We explained that each of these methods have their own strengths and weaknesses. From implementation requirements to technical know-how and from internet limitations to performance (once implemented), we just about covered it all. However, now we want to take an even closer look at one method in particular, which happens to be very much on the rise especially in the area of Analytics: mobile SDKs.
https://mopinion.com/mobile-app-feedback-surveys-sdk/
So it turns out that the voice of your customer is pretty darn important. Gartner found that 95 percent of companies regularly listen to their customer’s feedback, and yet rather worryingly, Gartner’s research also concluded that only 29 percent of firms with VOC programs in place incorporate VOC data into their decision-making processes, while nearly three-quarters of brands don’t consider their VOC programs to be very effective at driving actions. In other words, the benefits of VOC data collection are clear and well received — but brands are struggling to make their VOC programs impactful.
https://www.cmswire.com/customer-experience/the-step-by-step-guide-to-a-successful-voice-of-the-customer-program/
This presentation from Customericare identifies five types of negative customer feedback, and separates the constructive from the counterproductive. Take a look to understand what you should take note of, and what you can disregard, when you formulate a strategy for categorizing and addressing customer feedback.
https://blog.hubspot.com/customer-success/how-to-respond-to-negative-feedback-from-customers/
A lot of companies out there heavily rely on the same feedback strategy: ‘tacking’ a feedback button on various webpages and waiting to see what comes in. Although this is a good start, what they don’t realise is that in order to receive truly valuable feedback and useful insights into the customer experience, a more sophisticated strategy is required.
https://mopinion.com/quick-guide-asking-the-right-questions-in-an-online-feedback-form/
Choosing the right user feedback software, or any type of software for that matter, is a very delicate process for many businesses. Typically, the team (or role) appointed to choosing the software will start by gathering key criteria that is considered important for the business. Then they must find a suitable vendor that meets that criteria and hope that the implementation process goes as smoothly as possible. On the surface this may seem like a fairly simple task, however, according to an IBM study, only 40% (less than half!) of IT projects meet schedule, budget and quality goals.
https://mopinion.com/9-tips-for-choosing-the-right-user-feedback-software/
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