Tags: customer-experience*

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  1. If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
    https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
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  2. An angry customer is a business nightmare, right?

    Wrong.

    An angry customer is a business opportunity.

    If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:

    The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
    Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.

    Here’s how to make that happen.
    https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
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  3. Gathering customer feedback seems like a no-brainer now. Every company does it to a lesser or greater extent.

    Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates.

    Is it worth it? It definitely is if you know how to act on the customer feedback you get.
    https://www.livechatinc.com/blog/customer-feedback/
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  4. Customer service surveys allow you to take a peek into your customers’ minds. You can learn about their problems, needs and do something about them. It’s your very own customer service magic. But instead of a crystal ball, you need a few, well worded customer service survey questions.

    Without some form of a survey for your customers, you are forced to guess and make estimates when it comes to your customers’ satisfaction. And going only by your gut when making business decisions is not the most reliable option.

    Start making more informed business decisions by collecting customer feedback. See what customer service survey questions you should ask and how you should do it to get the best results.
    https://www.livechatinc.com/blog/customer-service-survey-questions/
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  5. It’s a tale as old as the Internet. Essential basics of human interaction get lost in the flash and promise of technology. Time and again, we must take a step back, reconnect, and make sure the technology is serving us, and not the other way around.

    I see it happening again with big data and customer analytics. We now have immense power to collect, correlate, and manipulate data to produce more precise customer profiles, marketing strategies, and sales trends. These capabilities are nascent in most companies; many are still figuring out which metrics will produce the most valuable insights.

    But metrics and models will never give us all the answers we need to understand the voice of our customer. The most valuable messages can get lost in the deluge of data, and even the best analyses still require expert human interpretation before they can be put to practical use. Without true engagement, I see all those insights mined from surveys, customer tracking, and social media as gold nuggets piled high in carts but stuck below ground in the mine.
    https://techspective.net/2017/11/07/build-employee-customer-engagement-feedback-loop/
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  6. There are so many different ways to measure customer satisfaction — figuring out which one to send to your customers can become a nightmare.

    Well, it’s always a good idea to go with something that is easy to implement and does not require much effort from respondents.

    And that is why we’ve introduced Customer satisfaction(CSAT) surveys in Hiver.

    It is the most straightforward way of measuring customer satisfaction with a business purchase or an interaction.

    All you have to do it ask a simple question - something like: How satisfied were you with your experience?

    And the response can be one of the three emojis: happy, neutral, or sad.

    Read full article.
    https://hiverhq.com/blog/csat/
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  7. In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from people, and customer experience should be no different.

    The path to business success and growth is paved with quality customer experiences (CX). CX is arguably the #1 proven way to positively impact revenue, especially over the long-term. There are usually a number of touch-points in the buyers’ journey, and if a customer is not satisfied at each one, they can very easily go elsewhere. Competition is fierce, especially in a thriving global economy. Only companies that deliver consistently superior CX will create emotional connections that are strong enough to earn customer support. Once a buyer has chosen your company the challenge is to keep them as a customer and build a relationship, reducing churn and increasing life time value.
    http://customerthink.com/improve-customer-service-to-improve-call-center-performance/
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  8. Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
    Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.

    Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! While I empathise, it’s not all bad news. This is because it also means that great service will also be more quickly seen online. Therefore you can make changes and see the results almost immediately, or at least far quicker than in most other businesses.

    Read full article.
    http://customerthink.com/fundamentals-of-a-customer-first-strategy-for-every-industry/
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  9. Alpharooms is one of the UK’s leading websites for discount hotels and flights, offering deals to over 220,000 properties around the world. Online travel bookings has largely become a commoditised marketplace that relies heavily on paid acquisition. Therefore price becomes a major factor in winning business – but in a market this big, no one can win on price all the time. Consequently, businesses need to generate value outside price and deliver a superior customer experience if they want to win market share.
    https://mopinion.com/alpharooms-selects-mopinion-to-help-aid-in-customer-experience-initiatives/
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  10. While it may just sound like a tech buzzword, digital transformation is so much more than that. The digital transformation is a complex and sometimes even daunting process that impacts multiple aspects of your business – all with the goal of creating efficient digital operations. And this process involves not only meeting the demands of changing technology, but also working in a way that adapts to these changes. Is your organisation struggling to keep up? Then keep reading…
    https://mopinion.com/10-must-read-guides-to-digital-transformation/
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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.