Are you familiar with all the different ways your customers interact with your business? Whether you’re a seasoned CX professional or you’ve never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints.
https://www.business2community.com/customer-experience/cx-secrets-collecting-feedback-touchpoint-02037323/
Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.
Let’s take a look at how they’ve experienced the Mopinion software thus far…
https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
Customer experience surveys are a vital part of every business strategy, intended to provide valuable feedback for e-commerce businesses, but difficult to master.
The trick to customer experience surveys and getting people to actually fill them out is to know their purpose, vary the question types, ask questions clearly and consistently, automate wherever possible and offer an incentive.
https://www.business2community.com/brandviews/xsellco/customer-experience-surveys-need-actionable-feedback-02042312/
The rise of new digital tools (like mobile, live chat, omnichannel support, self-service, social media) and a broad array of IoT devices (like activity monitors, beacons, smartwatches) and emerging technologies (like AI, AR, Machine Learning, VR, 3D printing and so on), has exponentially increased the number of customer touchpoints available to marketers.
On the other hand, chats, stories, and statistics grab today’s customer’s attention, and they get influenced by other people’s reviews and opinions and feel compelled to share their experiences of encounters with brands. Also, the customer experiences often trickle over from one industry to an entirely different sector, termed as “liquid expectations.” The rise of “always – connected” customers and their liquid expectations, has led to a common misunderstanding that businesses must rush to adapt themselves as “digital first.”
https://customerthink.com/reshape-customer-experience-by-leveraging-digital-trends-and-design-thinking/
In recent years, after the first quarter, I try my hardest to publish the top trends of the current year. One of those trends I’d like to focus on here and now is how having a strong CX (Customer Experience) philosophy is vital, critical to achieving growth. For both Brick and Mortar and Online.
The following are trends that should be of interest to businesses who aim to listen to the Voice of the Customer (VOC); the goal being to implement the technology needed to respond to that voice, boosting the customer experience, and the bottom line.
If you’ve only been talking about CX, Here are 6 2018 Trends that will inspire you to take action:
https://www.business2community.com/consumer-marketing/take-businesss-cx-next-level-2018-6-trends-02041477/
We are proud to announce the release of a new mobile feedback SDK for companies collecting customer feedback in iOS and Android apps. This innovative solution will continue to provide marketers with an easy way of gathering powerful feedback within their native apps, only now with more customisation options, a wider range of targeting features based on in-app user behaviour and more advanced analysis capabilities.
https://mopinion.com/mopinion-releases-new-mobile-sdk-in-app-feedback/
As a product manager, you need customer feedback at every stage of the product development lifecycle to inform your product decisions and help you establish a foolproof product strategy.
Before you even have customers, feedback can be incredibly valuable to you. Before a single line of code is written, feedback from real people can help you validate your concept, size up the market, and estimate potential demand. Before shipping your product, feedback can validate whether you’re actually solving the problems you set out to solve and help ensure your product positioning and messaging are effective. As soon as your product has been released out into the wild, customer feedback can help you not only find bugs and technical issues, but also navigate those difficult “what should we build now?” decisions and prioritize your product roadmap as effectively as possible.
https://www.productplan.com/customer-feedback-new-product/
You are thoroughly convinced that market research is a great thing and extremely important to undertake. But despite this fact, you also need to consider that it doesn’t have the same impact on your bottom line and your team’s happiness and contentment as customer feedback does – that is when you apply the right kind of machinery to achieve customer feedback.
So, you put into place a wonderful customer feedback system. But can you also transform that information into something you can act upon? All of us intelligent beings realize that customer insights are instrumental to better our product designs and improve considerably apart from growing and making more money. Hence, there is a need to look at some customer feedback apps that aid in developing a strategy and help in enhancing the product.
https://customerthink.com/making-customer-feedbacks-actionable-the-fun-way/
Analyzing user behavior can play a pivotal role in converting a lead to a customer. The more you know about your potential customers, the better you can predict (and create) the right message for them, and increase the chance of conversions.
User behavior analytics helps you identify how visitors behave at various touch points and give specific insights into their behavior patterns. Armed with this information you can segment your leads based on common characteristics, personalize promotional activities and improve their overall user experience.
https://www.martechadvisor.com/articles/marketing-analytics/how-to-improve-conversions-using-behavioral-analytics/
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/
Customer Feedback News is a global community of people working or interested in Customer Feedback, UX and technology.
