Tags: customer-expectations*

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  1. We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
    https://mopinion.com/what-is-the-customer-experience-gap/
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  2. In business, you set goals and encourage your team relentlessly to accomplish those goals. Turning a vision into reality takes discipline, passion and a motivated team. As a leader, you have an innate understanding of what customers want. You often make decisions based on your gut, which has served you well over the years and helped your ascent.
    https://www.forbes.com/sites/forbesagencycouncil/2018/08/24/do-you-truly-know-what-your-customers-want-heres-why-you-should/#56f759066a34/
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  3. Collecting and acting upon customer feedback is a must for any business looking to provide users with the products they need.

    Customer feedback guides and informs your decision making and influences your product roadmap. It’s also essential for measuring customer satisfaction among your current customers.
    https://www.helpscout.net/blog/customer-feedback/
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  4. Try Fleming’s Evergreen Experience Audit. In six steps, you can look at your customer experience and uncover expectations, shortfalls and opportunities to line up what you can realistically do with what customers want.

    Here’s how to do the audit and what you can gain from each step:
    http://www.customerexperienceinsight.com/how-to-bridge-the-gap-between-what-customers-expect-and-what-you-deliver/
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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.