“Your most unhappy customers are your greatest source of learning.” -- Bill Gates
Negative feedback from customers can be a hard pill to swallow. It often feels unjust, unhelpful and inaccurate. Even the most professional business owners can be defensive and emotional in the face of criticism. And while business owners may intellectually know negative customer feedback is critical to improving their business -- a 10-percent increase in Net Promoter Score (NPS) can correlate with a six to seven-percent increase in revenue -- the hard bit is constructively incorporating it.
https://www.entrepreneur.com/article/254553/
Wholesale retail energy startup based in Houston is preparing to scale its artificial intelligence-backed business based on its positive customer feedback. Evolve Energy uses AI and machine learning to optimize energy usage, providing customers with the best wholesale energy prices on fluctuating renewable resources.
"We want to help our customers save a significant amount of money on electricity costs and help them decarbonize the grid," CEO Michael Lee tells InnovationMap.
http://houston.innovationmap.com/evolve-energy-uses-ai-machine-learning-to-save-on-electricity-2644720884.html/
Amazon have a useful feature to enhance the buying experience for shoppers. They are using real customer feedback from previous customers who have purchased a garment to give clothing size guidance to other potential shoppers.
https://tamebay.com/2018/05/amazon-use-customer-feedback-for-clothing-size-guidance.html/
If Dockalova had a wishlist as a customer experience professional for 2020, it’d be continuing to align her company across departments to deliver customer experience as a whole, take on more face-to-face customer service for passengers and continuing to strengthen the relationship with her company’s marketing team.
http://cmswire.com/customer-experience/an-interview-with-kiwis-director-of-customer-experience/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
Improving the customer experience and improve your business operationally means keeping up with the many ways customers communicate with you.
Contributor and SMX speaker, Adam Dorfman, thinks the customer feedback ecosystem is going to play an even more important role in the coming year for businesses looking to improve operations and the customer experience.
http://marketingland.com/businesses-need-to-think-differently-about-survey-data-in-2020-273470/
It's time for a reality check. Chatbots are killing customer service.
Obliterating it, maybe.
If you're a customer, you probably already know that. The computer programs that conduct clumsy conversations with you when you have a customer question are maddening. But if you work for a company, maybe you won't believe chatbots are killing customer service until you see the evidence.
https://www.forbes.com/sites/christopherelliott/2018/08/27/chatbots-are-killing-customer-service-heres-why/#52904cd013c5/
As the world moves from desktop to mobile, apps are becoming our new shopping malls. Just as we walk into a mall or a store, look around the merchandise, pay, and leave with a bag, now we launch an app and shop to our heart’s content, without having to leave the comfort of our chair. Best of all, we can do it anywhere – we can now do our grocery shopping on our morning commute, shop for friends’ birthdays on our lunch break, and send Mom flowers without ever having to make a single call.
https://mopinion.com/creating-a-perfect-user-journey-in-your-mcommerce-app/
Imagine you’ve just downloaded this awesome new app.
You’re enjoying yourself. Swiping around, clicking all of the features, then realize it’s missing one key feature. What a bummer!
Sometimes, you can live without them, but in the back of your head you hope that they’ll take your feedback seriously with their next update. Believe it or not, your customers feel the same way.
Are you taking your customers feedback seriously?
https://www.impactbnd.com/blog/customer-experience-strategy-the-secret-to-better-customer-retention/
You have created a functional prototype. You’re proud of it and believe that it is perfectly designed to solve your particular market problem. It’s elegant, beautiful, tight. You’ve convinced yourself that no one, not even the drunkest of users, would have difficulty using it.
https://community.uservoice.com/blog/usability-testing-best-practices/
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