If no action is taken, capturing online customer feedback is just a vanity tool. Equally, if customer feedback is simply stored in a system and nobody looks into it, the organisation is deprived of valuable customer insight.
https://mopinion.com/digital-customer-experience-the-sum-of-insight-and-action/
A customer experience strategy that is securely deployed on digital customer experience goes beyond installing a simple feedback tool on your website.
It is not just about collecting feedback, but also about focussing on customer insight and follow-up action.
https://mopinion.com/digital-customer-experience-looking-beyond-the-feedback-hype/
While gambling and games of chance are Nederlandse Loterij’s expertise, there’s one thing it doesn’t gamble with and that is providing a good customer experience. Maurice Meijers, Head of Online Design & Development at Nederlandse Loterij fills us in…
https://mopinion.com/customer-story-nederlandse-loterij-doesnt-gamble-with-customer-experience/
Halloween is slowly creeping up on us. There’s that subtle hint of pumpkin spice lingering in the air, costumes filling up all of the party stores and of course, the most quintessential Halloween movie, Hocus Pocus has taken up the number one spot on Netflix. With all of this Halloween fever around us, we simply couldn’t resist adding a little Halloween ‘flair’ to our blog. So – in light of the holiday – we want to emphasize several ways online feedback can prevent your customers from having a ‘scary’ customer experience!
But before we begin, it’s important that you become acquainted with the most common ‘horrors’ (or irritations) that online customers often encounter; horrors that can tarnish the customer experience and ultimately (if not resolved), put these customers off to your brand...
https://mopinion.com/3-ways-online-feedback-can-prevent-a-scary-customer-experience/
In digital environments, it’s fairly simple to gauge customer attitudes—at least in part—based on the behavior of those customers. If they come back to the website over and over, they are very satisfied with what they find there, they are gluttons for punishment, or they are your Mom.
Email provides its own built-in success metrics in the form of open rates, click-through rates, unsubscribe rates, and the rest.
Online forms have conversion rates to infer similar achievements.
http://www.convinceandconvert.com/baer-facts/easy-feedback-mechanisms-are-key-to-customer-experience-optimization/
The concept of ‘consumer experience’ has been such a hot topic of conversation for so long, you’d think that every brand is prioritizing customer-centricity and succeeding by delivering superior experiences.
But you’d be wrong.
In today’s shopping climate, retailers and brand leaders seem to understand that putting customers first is the only way to thrive — but they don’t always act like it. In a new research report, Consumer Experience in the Retail Renaissance, we surveyed more than 550 traditional retail, pure play, consumer goods, and branded manufacturing leaders about their approach to consumer experience.
Our report found that most brand leaders pay lip service to consumer experience, but not due attention. Download the full report for more details and data.
These findings may be a bit surprising given the near complete power shift from brands to consumers. A few proof points:
https://www.salesforce.com/blog/2018/04/customer-experience-underdelivered.html/
While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the 21st century, many companies are facing hordes of competition in almost every market.
This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. They assume that your team will have an up to date CRM system and that you will have the tools in place to not only respond to their concerns quickly but also address their issues.
https://www.comm100.com/blog/measure-customer-experience.html/
There’s a famous book called “Don’t Sweat the Small Stuff” that teaches people how focusing on the little things in life is a recipe for unhappiness.
But for companies seeking to create the best customer experiences in their industry, sweating the small stuff and focusing on details can help them create a better customer experience.
https://www.forbes.com/sites/shephyken/2018/04/22/to-create-a-great-customer-experience-sweat-the-small-stuff/#c244d647f0f6/
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.
https://customerthink.com/10-insider-customer-experience-tips-according-to-shep-hyken/
When considering the imminent implementation of the General Data Protection Regulation (GDPR), it is understandable that many organisations may see the application of stringent privacy laws and the ability to personalise the customer experience as opposing ideals. But with the deadline just a month away, it’s time to have a swift rethink.
GDPR should, in fact, be thought of as a key feature for improving the overall customer experience, not a hindrance. The new rules aim to protect as many rights as possible when it comes to how consumer’s data is stored and have been developed holding the EU data subject as a central priority. Therefore, if a customer desires and, indeed, consents to a personalised experience, organisations can – and definitely should – ensure that they receive one.
https://www.itproportal.com/features/personalising-the-customer-experience-in-the-midst-of-gdpr/
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