Tags: customer insights*

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  1. When it comes to delivering great customer experiences, digitally native and direct-to-consumer (DTC) businesses have significantly innovated the ecommerce model: They have used data to enhance the customer experience at every step along the purchase journey. In addition to offering products and services that people want, these companies understand that delivering consistency and engagement is critical to converting customers. A company focused on a quality digital experience across all channels also comes across as brand authentic and is often better equipped to maintain long-term relationships with customers.
    http://cmswire.com/customer-experience/what-dtc-companies-know-about-delivering-great-customer-experiences/
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  2. You must have direct contact with your customers from Day One — and there’s nothing like a failed venture to stress its importance. The ability to ask your customers good questions is what makes a great product manager, but there’s no getting away from the fact that it’s time-consuming.
    I used to spend about 45 minutes on a customer interview, where I went deep into their existing behaviours, frustrations, and worldview. I listened for insights and wrote down direct quotes to save for later.
    But after the first few months of product development, I found myself spending less time interacting with customers and more time building. Most of my customer feedback was second-hand information from my team.
    https://medium.dave-bailey.com/how-to-get-amazing-customer-insights-automatically-29b01cce46d2/
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  3. Customer Effort Score is a popular metric that measures how much effort it took the customer to achieve his/her goal. This type of surveys is typically used mainly to gauge the aggregate, digital user experience experience of your customers with your product, enabling you to lower frustrations and provide a smooth online journey.
    https://marketplace.mopinion.com/survey-templates/ces-customer-effort-score-website-ux/
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  4. Even if your customer has made a purchase or completed a process, it doesn’t mean they did so with ease. Post-purchase (or post-experience) is a great time to ask how things went and where your customer stands loyalty-wise.
    https://marketplace.mopinion.com/survey-templates/email-confirmation-feedback-nps/
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  5. Learn more about your mobile experience. These surveys help businesses capture general feedback from mobile users by way of easy star ratings.
    https://marketplace.mopinion.com/survey-templates/in-app-mobile-star-rating/
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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.