The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018, this growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative ecommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same ecommerce companies (and therefore, ecommerce managers) are going to have to put their best foot forward. In other words, they’ll need to be sure that they are providing a first-rate online customer experience. And the best way to do this is to start listening to the voice of the customer. After all, your customers can be your best resource in terms of understanding what you’re doing wrong (or right!) on your website or mobile app. So allow me to introduce you to online feedback…
https://mopinion.com/online-feedback-ecommerce-managers/
Heaps of companies are shifting their focus to the online Voice of the Customer. In fact, many of these companies have been asking us how our solution differs from other feedback tools on the market. A sensible question actually, considering many tools look very similar to one another on the front-end. That’s why we’ve created an overview that hones in on the major differences between Mopinion and Usabilla.
https://mopinion.com/usabilla-difference/
Obtaining feedback isn’t only for B2C companies, but B2B companies as well. Whether you’re offering a product, a service, or even both, knowing how your customers feel will allow you to course-correct problem areas and gain an understanding of where you’re struggling and succeeding.
https://www.impactbnd.com/blog/7-survey-tools-for-getting-valuable-customer-feedback/
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/
Having customers who are willing to give feedback about your product or service is a potential gold mine for your company and its growth. The important part is knowing when to listen to the customers and when and how to use their feedback to help your company become better. There are many different ways to accomplish this, and each one has a benefit. The input that you may need might depend on your company's current stage. It also could depend on the tools that you have to collect that information.
https://www.forbes.com/sites/theyec/2018/05/07/11-founders-on-how-to-best-listen-to-customer-feedback/#112b747149aa/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
https://blogs.wsj.com/experts/2018/05/04/how-to-get-customer-feedback-without-asking-the-customer/
Online surveys continue to be a useful way of capturing customer feedback but there hasn’t been any real innovation in the past decade or so. The traditional online survey has remained a form-based series of questions with limited interaction at the end of survey – typically just a thank you message or email follow up.
https://customerthink.com/the-case-for-the-modern-survey-replacement/
There’s a company X that collects customer feedback. Company X prefers the Net Promoter Score® (check outthis guide on Net Promoter Score to find how you can use it for your company), yet it could be any other metric. They ask the very familiar NPS question: “How likely is it that you would recommend brand » to a friend or colleague? (on a scale from 0 to 10)” after each customer purchase or interaction. But guess what? The company X doesn’t ask why the customers are giving the score. A number, a score is all what they track.
https://customerthink.com/customer-feedback-is-much-more-than-a-score/
Do you have a handle on your customer experience? Here are four questions that will help you evaluate your CX quality.
https://www.business.com/articles/customer-experience-questions/
The greatest invention since the wheel has got to be the internet. With the internet, we are given unprecedented access to so much information. Not only that, but we are also able to share information with people who we would never even personally meet.
https://www.influencive.com/the-psychology-behind-customer-feedback-and-how-it-can-help-build-your-online-business/
Customer Feedback News is a global community of people working or interested in Customer Feedback, UX and technology.
