The world around us is becoming increasingly digital and we are more connected than ever before. This impacts all areas of our lives, including how we shop. Previously, consumers would pick a product based on a brand’s advertising. Today, they often favor online reviews and other user-generated content.
https://www.forbes.com/sites/forbestechcouncil/2019/02/26/taking-a-social-approach-to-cx-in-the-digital-age/
Being a customer-centric company means more than just offering good customer service.
The best customer-centric companies not only put their customers first – they design products and services to meet the customers’ needs, and create seamless experiences across the board.
Naturally, a lot of brands shout about being customer-focused, but which ones are practicing what they preach? Here are five examples of note.
https://econsultancy.com/examples-customer-centric-companies/
Three times in the past two weeks companies have asked me for feedback after mind-blowingly bad customer experiences.
Will my rage-fueled expletive-laden responses really pave the way for friendlier, more efficient, more relevant customer interactions? No matter how I slice or dice that question, the answer is "no." It’s as silly as asking a customer “Is there anything else I can do for you today?” without doing anything to resolve the initial issue.
http://customerthink.com/im-angry-and-frustrated-do-you-really-want-my-feedback/
It’s time for another product update and we’ve got plenty to share with you this month. We have made a lot of progress on the accessibility front these past few months, including the introduction of a new integration solution together with Zapier and our recently attained WCAG certification. We’ve also added some cool new features to the platform itself, including some additional feedback form customisation options.
https://mopinion.com/february-product-update/
We have some exciting news for all of the Google Analytics geeks out there! Mopinion has just launched a new Google Analytics (GA) integration that will enable Mopinion users to track and analyse feedback form results (such as scores and feedback categories) combined with user behaviour directly from GA – and this time, without the hassle of setting up these events manually.
https://mopinion.com/customer-feedback-google-analytics-integration/
Want to step up your game in managing projects and tasks? Think you and your team need to find a way to be more productive and efficient in completing tasks and projects? You’re not alone. And there is a way to make work more productive and projects more successful. Let me introduce you to task management software. Many enterprises, big or small, use task management software to collaborate better and achieve more, and so should you…
https://mopinion.com/task-management-software-an-overview/
We are happy to announce that the Mopinion software is now WCAG 2.1 Level AA compliant. This means that our front-end software and feedback surveys conform to the strict WCAG guidelines set in place by the World Wide Web Consortium (W3C) – making our software more accessible to all types of web users, especially those with disabilities.
https://mopinion.com/mopinion-compliant-with-web-content-accessibility-guidelines-wcag/
Customer experience solutions are readily available these days.
There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!
The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human. Humans behave by their own set of rules. And by their own set of rules, I actually mean each individual THINKS they are making decisions based on an extremely personal set of values, lifestyles, restrictions, negotiations and on and on and on.
http://customerthink.com/how-to-create-the-best-customer-experience-solutions/
No matter your business, you likely have varying levels of engagement across your customer base. While some customers make the most of all your products and services, others might barely be scratching the surface.
Recognizing your most engaged customers can help you build long-term relationships with these customers and set an example for others to fully embrace everything your products and services have to offer. And one of the key ways to improve relationships with top customers is through a customer advocacy program.
https://www.inc.com/adam-robinson/3-ways-to-ensure-your-most-engaged-customers-feel-appreciated.html/
Rapid technological advances have created opportunities for smaller companies to serve customers around the world and effectively compete with larger companies for new customers. These smaller companies are rapidly going global, deploying a variety of technology-enabled solutions such as automated call centers, customer service bots, and digital marketing intelligence.
But these advances, designed to facilitate customer interaction and service in new ways, can present a danger. Companies that embrace the various forms of new customer-focused technology risk losing a personal connection with their customers and a nuanced understanding of their needs. When it comes to understanding how your company can better serve customers, email surveys are no substitute for real human contact.
https://www.forbes.com/sites/allbusiness/2019/02/17/customer-experience-artificial-intelligence/
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