If you are reading this article, my guess is that you are already on board with customer feedback. You have recognised the value of having a strong feedback programme and you’re well aware of what it can do for your websites and mobile apps – as well as your brand as a whole. However, for you (and most other organisations), it’s not a question of whether you should start collecting and analysing customer feedback, but rather how to get your teams on board with the idea and contributing to the effort.
https://mopinion.com/getting-your-team-on-board-with-customer-feedback/
I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest.
By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX work—changing processes, building new programs, studying company metrics on customer satisfaction—that we overlook or take for granted the one-on-one aspects of CX. The challenge increases the more a CX program grows and the more we involve the entire organization in our work.
Are our employees communicating appropriately with customers? Do they have skills for turning around an unhappy customer? Do they listen—really listen—to what our customers have to say?
https://customerthink.com/one-on-one-cx-5-tips-to-ensure-first-responders-are-great-with-customers/
The fundamental responsibility of a Product Manager is to be the company’s leading expert on the customer. In fact, Product Managers often act as mediators between their customers and design teams to identify where their product or service is lagging and ensure that the underlying needs for their online customer are aligned with their service or product offering. Online feedback serves as a great way for connecting product performance and customer expectations.
https://mopinion.com/product-managers-collecting-online-feedback/
Responsible for the why, what, when, and where of a product, the product manager leads cross-functional teams responsible for a product from conception to launch. Post-launch, the product manager also has to participate in marketing and gathering customer feedback.
That is why as a product manager, you’ll need a toolbox with tools and resources to help you keep tabs on everything happening from ideation to release.
Here are the top 8 tools to help you do exactly that...
https://www.bmmagazine.co.uk/in-business/the-top-5-tools-resources-every-product-manager-needs-in-their-toolbox/
Net Promoter Score (NPS) is a method to assess customer loyalty, and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. Once you’ve identified your Promoters, Passives, and Detractors, do you know how to follow up with them?
https://www.business2community.com/strategy/how-to-follow-up-with-nps-detractors-promoters-and-passives-02172684/
As firm owners, we often believe that when clients are paying our bills, it must mean they are happy with our services. But there are better ways to get a sense of client satisfaction than reviewing our accounts receivable aging.
What if we could eavesdrop on a conversation our client was having about us with another business owner? Are they recommending us? Maybe they’re actually complaining about us. While it’s never comfortable imagining what conversations are being said about us, pretending like those conversations are not happening is not a good option.
So, here are seven ways to know what our clients really think about us:
https://www.accountingweb.com/practice/clients/7-ways-to-find-out-what-clients-think-of-you/
50% of the customers say that they switch to a different brand if their needs aren’t met.
On the contrary, customers wouldn’t change their mobile network operator over a single incident of bad connectivity issue. Similarly, even when a customer has to struggle for months to get a wrongly debited payment from their account, they are less likely to stop doing business with that bank.
While increased expectations have led customers to frequently switch brands, there are certain industries like real estate, banking, and telecom where customers stay loyal by default. Why?
https://www.business2community.com/brandviews/freshdesk/whats-stopping-your-customers-from-switching-brands-loyalty-or-lack-of-choice-02175209/
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/
Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.) The scene at work is the same: subscriptions abound for things like Salesforce, teleconferencing services, training programs, Harvard Business Review…
http://customerthink.com/empowering-your-team-to-deliver-kick-ass-customer-experience/
WordPress is one of the most popular content management systems available with nearly 75 million websites. What’s great about this open source software is that it offers well over 53,000 different plugins that gives users the opportunity to extend the functionality of their websites. These plugins can range anywhere from SEO tools and Landing pages to Social media integration and Caching tools. However, there are also several notable user feedback plugins that are great for kickstarting your customer feedback programme.
https://mopinion.com/top-10-user-feedback-plugins-for-wordpress/
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