Analytics and data gives us all sorts of insights into what our customers want from our business. But sometimes… don’t you wish you could get an answer straight from your customers?
That’s what customer feedback is all about.
https://blog.kissmetrics.com/best-ways-to-get-feedback/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
This barrage underscores the importance that many companies now place on customer experience. But it has diminishing returns, as many people don’t want to answer more surveys. No wonder that response rates have been declining for years. Yet without feedback, how can companies keep in touch with their customers’ needs and priorities?
https://blogs.wsj.com/experts/2018/05/04/how-to-get-customer-feedback-without-asking-the-customer/
User analytics are critical to understanding the success of your solutions and where they can be improved. Not all analytics are the same, and what you measure for one product may not apply to your others. Let us consider a few ways to make analytics work for your needs.
https://www.forbes.com/sites/forbestechcouncil/2018/05/25/three-top-tips-for-your-analytics/#2f511f067652/
Preference for digital channels generates massive volumes of big data—much more data than what organizations can collect, correlate and assess. The quantity and speed with which data is generated, as well as the diversity of that data—much of which is unstructured and difficult to analyze—can pose a huge challenge for customer centric players; minimizing their opportunity to take timely action and increase profitable outcomes.
In addition, the rise of mobility and proliferation of communication channels is further complicating the task to manage people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner.
By analysing contemporary text-based channels, such as web chat, email, social media, sms and survey notes organizations can gain deeper insight into process and performance gaps. Text analytics can also help map customer experience issues and opportunities. With the European General Data Protection Regulation (GDPR) coming to play, text analytics can also drive compliance by quickly revealing regulatory breaches and failure to adhere to internal policies.
https://analyticsindiamag.com/text-analytics-is-integral-to-customer-journey-analytics/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
This barrage underscores the importance that many companies now place on customer experience. But it has diminishing returns, as many people don't want to answer more surveys. No wonder that response rates have been declining for years. Yet without feedback, how can companies keep in touch with their customers' needs and priorities?
https://www.bain.com/insights/how-to-get-customer-feedback-without-asking-the-customer-wsj-the-experts/
Analytics and data gives us all sorts of insights into what our customers want from our business. But sometimes… don’t you wish you could get an answer straight from your customers? That’s what customer feedback is all about.
https://neilpatel.com/blog/best-ways-to-get-feedback/
Working towards a robust VoCA program can clearly separate customer experience leaders from laggards. According to Forrester, customer experience leaders grow revenue five times faster than CX laggards, drive higher brand preference and brand referrals. A Harvard Business Review article “How the Meaning of Digital Transformation Has Evolved” also backs the measurable value of a VoC strategy: Top performers in a (PwC) survey—those reporting revenue growth and profit margin increases above 5% for the past three years and expected revenue growth of at least 5% for the next three years—have a better understanding of the human experience that surrounds digital technology. These companies prioritize user experience specialists and creating better customer experience through their digital initiatives.
https://www.analyticsindiamag.com/voice-of-customer-analytics-describe-prescribe-and-predict-your-customers-journey/
A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
https://mopinion.com/360-degree-customer-journey/
Need some guidance in making business decisions? Then you might want to think about employing a business intelligence tool, or BI tool. Business intelligence tools are all about helping you understand trends and deriving insights from your data so that you can make tactical and strategic business decisions. Now, I know what some of you startups and smaller-size businesses are thinking… “These tools are way too advanced and complex for my company. It’s no use”. Well you couldn’t be more wrong. Nowadays BI tools can help businesses of all shapes and sizes make sense of complex, big data and drive profits!
https://mopinion.com/business-intelligence-bi-tools-overview/
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/
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