There is a deluge of website feedback tools. Because of the diversity of feedback applications, you quickly loose the overview and it is not always clear where exactly the difference lies. What can be accomplished with which tool?
https://mopinion.com/31-website-feedback-tools-an-overview-and-comparison/
"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/
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/
The way businesses approach customer experience (CX) is shifting, along with driving a fundamental change in company culture. Leaders who are invested in improving customer experience have discovered that if they first focus on shaping company culture from the inside, everyone from the customers to the stakeholders benefit.
https://mopinion.com/be-a-better-leader-by-improving-the-customer-experience/
Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, or CX, continues to permeate discussions among leadership teams, service teams, product and marketing teams, and board members as it becomes increasingly clear that winning today is as much about how customers feel about a brand’s offering as the offering itself.
An entire industry has grown up around the measurement of customer satisfaction (CSAT). It arrived on the scene a few decades ago, even before the internet drove customers online, where interactions could be scored based on what customers and prospects did that would lead to a sale -- or no sale.
https://www.forbes.com/sites/forbestechcouncil/2019/09/25/better-than-csat-surveys-really-knowing-your-customers-are-happy/#197024d43e46/
BKR has a constant influx of customers seeking information on their website. This ranges anywhere from customer applications to questions about pre-existing registrations. To further enhance the online customer experience, BKR employed a new online customer feedback approach using Mopinion’s software.
https://mopinion.com/bkr-selects-mopinion-as-its-customer-feedback-software-provider/
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/
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/
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/
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/
