In this customer story, Sanne IJben, Customer Experience Manager at Robeco tells the story of Robeco’s transformation and how Mopinion has helped her organisation reach its online goals…
https://mopinion.com/robeco-improves-the-online-experience/
"If you believe you do not have the budget to do both you are missing an opportunity to improve on your bottom line, CX data tells you what your customers’ perceptions are of the services you are marketing and providing, whereas Mystery Shopping data is a reality check of what is actually being delivered toward your brand promises.
For the remainder of this blog I will be going into more detail on why you should conduct a mystery shopping program in tandem with your CX program."
https://www.business2community.com/customer-experience/cx-mystery-shopping-great-questions-to-consider-02174996/
Launching a business is incredibly exciting, particularly if you’re fresh to the world of entrepreneurialism. Everything feels raw and vital: a bright future is ahead of you, and you’re ready to chart the course of your destiny. However… it isn’t that simple. Whether you’re planning to sell products or offer a service, you’re going to be dealing with customers — which means taking all the ideas that you’ve kept private and subjecting them to broad scrutiny.
https://mopinion.com/what-new-business-owners-always-get-wrong-about-customer-feedback/
Some companies think digital transformation is about efficiency—saving time and money, beating competitors to market, and wooing customers with fancy apps and tech bling. They’re wrong. As I’ve said for years now, digital transformation is about one thing: improving customer experience. And many companies are finally starting to realize that customer experience management needs to be on their radar if they want to thrive in 2019. Here’s what good customer experience management looks like.
Knowing CX is everyone’s job. Think back to the last time you had a fulfilling customer experience. Can you even remember? Overall, CX is incredibly fragmented today—a jumbled mix of digital phone trees, somewhat articulate chatbots, disorganized web FAQs, and glitchy apps—that customers are starting to clamor for more and better. What if your company was the one who rose to the top—exceeded expectations—provided a seamless web to mobile experience? You’d instantly rise to the top of your industry.
https://www.forbes.com/sites/danielnewman/2019/02/28/5-digital-transformation-trends-reshaping-customer-experience-for-2019/#30a751553fbc/
Here is some advice for entrepreneurs and even managers in corporate companies. Never assume you really know your potential customer. Ever. That will force you to do several things:
https://www.forbes.com/sites/bernhardschroeder/2019/03/02/entrepreneurs-customers-are-not-always-right-but-they-are-never-wrong-learn-the-five-key-insights/
The digital customer experience evolves rapidly. With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Smart CX strategies focus on not simply implementing new ideas for a quality experience, but also improving upon how customers currently interact with the overall digital presence. Here are 4 tips for improving the digital customer experience in 2019.
https://smartercx.com/4-digital-customer-experience-strategy-tips-for-2019/
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/
Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
The world of customer satisfaction (CSAT) measurement has evolved over the past 10 years, largely spurred on by technology. It’s evolved from:
- point-in-time to real-time,
- anonymous to linked,
- brick-and-mortar to multi-channel, and
- available to key players to actionable across the whole organization.
Each of these technological evolutions has benefited the two main stakeholders. First, the company that needs the data to learn and improve and, second, the customers who need to know that a company genuinely cares about them. Let’s consider the needs of both the company and the customer on the way to building a great CSAT program.
http://customerthink.com/what-makes-a-great-customer-satisfaction-program/
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