The concept of ‘consumer experience’ has been such a hot topic of conversation for so long, you’d think that every brand is prioritizing customer-centricity and succeeding by delivering superior experiences.
But you’d be wrong.
In today’s shopping climate, retailers and brand leaders seem to understand that putting customers first is the only way to thrive — but they don’t always act like it. In a new research report, Consumer Experience in the Retail Renaissance, we surveyed more than 550 traditional retail, pure play, consumer goods, and branded manufacturing leaders about their approach to consumer experience.
Our report found that most brand leaders pay lip service to consumer experience, but not due attention. Download the full report for more details and data.
These findings may be a bit surprising given the near complete power shift from brands to consumers. A few proof points:
https://www.salesforce.com/blog/2018/04/customer-experience-underdelivered.html/
In digital environments, it’s fairly simple to gauge customer attitudes—at least in part—based on the behavior of those customers. If they come back to the website over and over, they are very satisfied with what they find there, they are gluttons for punishment, or they are your Mom.
Email provides its own built-in success metrics in the form of open rates, click-through rates, unsubscribe rates, and the rest.
Online forms have conversion rates to infer similar achievements.
http://www.convinceandconvert.com/baer-facts/easy-feedback-mechanisms-are-key-to-customer-experience-optimization/
From helping you to avoid a crisis and retain customers to predicting your clients’ future needs, listening to your audience is a critical part of growing a successful business brand. Thankfully, you don’t have to spend a gazillion dollars on survey tools and consultants to figure out what your customers think about your products or services.
http://www.blackenterprise.com/get-customer-feedback/
Like always, Mopinion is committed to providing the best possible feedback analytics solution out there. This means our team must work continuously to improve and make meaningful changes to our platform, which is made possible thanks to feedback provided by our customers. Having said that, we are really excited to announce the launch of several new features and updates, important security updates and other visual enhancements!
Here is an overview of the latest and greatest…
https://mopinion.com/april-product-updates-web-notification-mobile-sdk/
Of the 7.5 billion people in existence, nearly 51% have access to the internet. That amounts to around 4 billion people who – as a whole – conduct a whopping average of 1.2 trillion searches per year. In other words, competition for online traffic is FIERCE. Businesses are up against a huge pool of competitors and are therefore obliged to find innovative ways of winning over the attention of their target audience. One of the most popular ways of achieving this traffic is through the application of Search Engine Optimisation (SEO) tools.
https://mopinion.com/top-29-search-engine-optimisation-seo-tools/
Whether companies know it or not, website content largely defines the success of your business. Think of it this way: your website is often the first chance you have to market your company’s products and services to your customers.
https://mopinion.com/collecting-feedback-on-website-content/
Due to these rising numbers, the in-app, or “mobile experience” is becoming increasingly more crucial to how your customers see your brand. Zenith’s Media Consumption Forecasts estimates that 71% of internet consumption is now mobile and this number is rising every year.
https://mopinion.com/improve-mobile-experience-using-digital-feedback/
With the stratospheric rise in the use of mobile devices. And the rise in the popularity of mobile phones; you’d be doing yourself a huge disservice if your website is not designed to respond and adjust to mobile and other devices.
One quick way of doing this would be to use a responsive website design. It’s quick and easy. But, what’s a responsive website? What does it look and/or feel like?
https://www.forbes.com/sites/brianrashid/2017/06/13/5-essential-reasons-and-benefits-why-you-should-be-using-a-responsive-website-design-now/
Anyone who’s ever manned a support queue knows that one angry customer can ruin your whole day. You’re busy tackling cases when a scathing email suddenly knocks the wind out of you. Even if you’re a seasoned support agent, it’s hard to not take it personally.
Responding to angry customers is one of the hardest parts of the job, but also one of the most important. Unhappy customers tend to be more blunt and open with their feedback, and engaging with them productively can go a long way.
So how do you do it?
https://www.business2community.com/customer-experience/making-best-negative-product-feedback-01967133/
The Mopinion team is committed to providing the best possible feedback analytics solution out there; an objective which requires constant improvement and innovation. Thanks to the feedback of our customers, we’re happy to announce the release of several updates and new features within our software this month!
https://mopinion.com/december-product-updates-featuring-automated-tagging/
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