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  1. Today, customer experience will make or break a business. The pressure is on to create powerful customer experiences at every touch point. Here's how to build a team that delivers on that promise.
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  2. Digital marketers spend day in and day out working with a wealth of data – in many cases to the point where it can be considered an art form. This includes data in the realm of customer experience as well as marketing-related Key Performance Indicators (KPIs), such as advertising campaigns and spending, website clicks, online sales and email marketing.
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  3. Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A the Chief Amazement Officer of Shepard Presentations.

    We talked to Shep as we were intrigued by his story and what we can learn from his vast experience in the industry.
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  4. While Net Promoter System® (NPS) is quite easy to understand, it is still fairly new as a concept. As more literature is published on how to make the best of NPS, it is also becoming difficult to find best practices when implementing NPS in your organisation. I came across the “Ultimate List of Net Promoter® Best Practice Tips” that contains close to 40 tips, and thought of sharing the ten easiest and simplest ones as an excerpt.
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  5. 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…
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  6. Customer experience, undeniably, is important in any business today. However, in a healthcare business, its importance is accentuated manifold. It would not be incorrect to say that no other industry sees a closer bond between the customer and the service provider than the healthcare industry. Further, because this industry associates with its customers in their most vulnerable times, it is critical to provide an experience beyond the medical care that will alleviate the concerns of the patient.

    In terms of financial gains, a report by The Deloitte Center for Health Solutions has demonstrated that hospitals with high patient-reported experience scores have higher profitability. It has also shown that hospitals with better experience levels earn disproportionately more than they spend compared to those with lower ratings. All this reiterates that improving the patient experience is vital to a healthcare organization.

    The Net Promoter Score is a world-renowned metric to measure customer experience. Quite a few healthcare providers today use NPS to measure and improve the patient experience. However, because NPS isn’t as widely used in healthcare, there aren’t many guidebooks or best practices available for use of NPS in this sector. Here are a few pointers to use NPS more effectively in healthcare.
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  7. "The holidays are here and new year preparations have begun in earnest. Entrepreneurs, business owners are not left out as they attempt to maximize the 365 days of 2019 to move their businesses to the next level.

    Early planning gives entrepreneurs and business owners clarity and can help them hone their plans before Day Zero, allowing for greater precision. As an entrepreneur, if you’re going to succeed in 2019, this is the best time to start planning. To help you, here are

    Some Top Tips for Entrepreneurs in 2019..." (Hint Customer Feedback is in the mix!)
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  8. Working with products as a modern product team requires a multidisciplinary approach for solving problems. Software powered products are not created in a linear fashion with well-defined plans, but are built using a lean, messy and often unpredictable approach. The modern way to work with products embraces learning above anything else. These are 10 things that characterize a modern product team.
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  9. The ‘right feedback’ is better described as ‘qualitative information’, the data which is relevant and most helpful to guiding your business and its sales funnel towards growth and customer retention.
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  10. It is also vital to fully analyse this data to get the most out the feedback and uncover the best insights, to really optimise your online ordering funnels.
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Mopinion: The Leading User Feedback Tool

Mopinion is a proud sponsor of Website 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 User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user 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.