Tags: customer experience*

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  1. "We put the customer first!"

    You've definitely heard this phrase before -- and probably from more than one company. This statement is a foundational promise in countless mission statements, website headlines, and choruses of customer service teams everywhere. Today, it's hard to find a company that doesn't say, "we put the customer first" in some part of their messaging.
    But here's a tough question: how many of these companies go beyond a marketing message and actually take the necessary steps to put their customers first?

    According to new HubSpot research -- not nearly enough of them. We found that an astonishing 42% of companies don't survey their customers or collect feedback.

    How can your company claim to put the customer first if you aren't making the effort to listen to what your customers have to say?
    https://blog.hubspot.com/service/state-of-service-2019-customer-first/
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  2. If you want customers to sing your praises and stick with you for the long term, then you must figure out how to make their experience the best possible. It doesn’t really matter if you run a tech business or a small food cart at the local mall — the strategies are similar. Of course, there are some special considerations tech companies need to take into account, but the overreaching idea of creating an amazing experience remains the same.

    A recent survey of business owners found that about 75 percent of companies plan to increase investments in customer experience technology.

    Tech businesses fall into many different categories. You might offer offline help to local companies, such as IT services or computer repair. On the other hand, you might sell software exclusively online. Here are nine customer strategies your tech enterprise should implement if you want to keep and gain customers.
    https://techspective.net/2019/09/14/9-customer-experience-strategies-your-tech-business-should-implement/
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  3. Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience.

    Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post.

    The most common channels

    There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home):

    Websites: refers to customers visiting websites to gather information about a company. Can include both mobile and regular versions of the website.
    Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it.
    Contact Center: an important touchpoint where customers call for more information or assistance. Online chat is another part of modern contact centers.
    In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel.
    Field Services: customers interact with a company in their home.
    https://www.business2community.com/customer-experience/consistent-feedback-around-all-customer-touchpoints-02240513/
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  4. Discover new ways of meeting customer expectations by going straight to the source! Ask your customers directly what they think of your website / mobile app.
    https://marketplace.mopinion.com/survey-templates/cx-customer-feedback-survey/
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  5. What can we learn from Netflix’s attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, ‘with Netflix’?
    The ultimate example of a company disrupting an industry with customer experience?

    Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. An impressive feat, considering the company not too long ago was a small upstart facing up against the goliath of it’s time in Blockbuster. The rise of the entertainment platform is a true tale of disruption.

    In this article, we’ll dig deep and explore what lessons you can learn from Netflix. The goal of the post is to distil some of the actionable key takeaways for customer experience practitioners. Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making.
    https://www.business2community.com/customer-experience/the-relentless-pursuit-of-the-perfect-customer-experience-a-netflix-story-02240302/
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  6. Want to capture leads while they are still hot? Lead generation forms are your answer. Learn more about your prospects and act when the time is right!
    https://marketplace.mopinion.com/survey-templates/lead-generation-form/
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  7. Customer Effort Score is a commonly used metric that measures how much effort it took the customer to achieve his/her goal. Used mainly to gauge the aggregate, digital experience of your customers with your product, you can also use to collect feedback at a number of other touchpoints along the customer journey.
    https://marketplace.mopinion.com/survey-templates/customer-effort-score-ces-loyalty/
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  8. Customer Satisfaction (CSAT) is considered one of the top scoring methods among businesses for measuring loyalty to your brand. It is essentially a measurement of how your brand (or services) meets the expectations of your customer.
    https://marketplace.mopinion.com/survey-templates/customer-satisfaction-loyalty/
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  9. 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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  10. 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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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.