There's been a lot of talk lately about customers having the power and being in control. In a world where brands are trying to develop relationships with their customers, what does that really mean? Do customers want to be in relationships with brands? Do they want to be in control? Should brands be in control?
First things first: a refresher. What is the customer experience? I define it as the sum of all the interactions that a customer has with an organization over the life of the relationship with that company. More importantly, it's the feelings, emotions and perceptions the customer has about those interactions.
https://www.forbes.com/sites/forbescoachescouncil/2019/03/05/do-customers-really-want-to-be-in-control/
Mopinion is proud to announce the launch of its very own survey marketplace! It’s the perfect way to learn more about the ingredients needed to create and employ powerful online surveys. Choose from one of our eight survey template categories and access nearly thirty live template examples, a list of benefits for each survey, and advice on which questions to use.
https://mopinion.com/introducing-the-mopinion-survey-marketplace/
Salespeople should stop looking at feedback as complaints. They tend to attach a negative aspect to it, so they are rarely happy to get it. But in fact, feedback is essential to their success, even when it truly is negative. Why? – Because it teaches you where you need to make improvements in your offer.
According to survey findings by ReviewTrackers, 53.3% of customers expect businesses to respond to their reviews within a week. Chatmeter found that failing to reply to reviews will increase the customer churn by up to 15%. We’re talking about online reviews here, but we can safely extend those expectations to the feedback that customers give for any products they purchase.
As a salesperson, you should never ignore feedback data. In fact, you should ask for it. But how should you collect customer feedback, and how should you analyze it? You should have a methodical approach to this. Let’s start by listing the main questions that you should ask when collecting and analyzing feedback data.
https://salespop.net/sales-professionals/7-questions-to-consider-when-analyzing-customer-feedback/
Launching a business is incredibly exciting, particularly if you’re fresh to the world of entrepreneurialism. Everything feels raw and vital: a bright future is ahead of you, and you’re ready to chart the course of your destiny. However… it isn’t that simple. Whether you’re planning to sell products or offer a service, you’re going to be dealing with customers — which means taking all the ideas that you’ve kept private and subjecting them to broad scrutiny.
https://mopinion.com/what-new-business-owners-always-get-wrong-about-customer-feedback/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
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/
Unless you’ve been living under a rock, you’ve probably noticed that the term ‘artificial intelligence’ is being thrown around just about everywhere. It has become a major corporate buzzword and hype, especially among digital marketers. Meanwhile half of us still don’t really know what it means or better yet, what it can do for our business. That’s why we’re here to tell you specifically what AI can do for you and how it can make your customer feedback more actionable.
https://mopinion.com/customer-feedback-artificial-intelligence-ai/
It’s no secret that collecting and analyzing customer feedback can be highly valuable for improving your product or service. However, obtaining that feedback can often prove to be a tricky challenge for many businesses. This is because customers are motivated by their own goals and deadlines, so it’s not their responsibility to provide your company with feedback.
Many customers can be reluctant to fill out surveys or participate in reviews because of the inconveniences these measures cause. Customers have busy schedules, and many won’t have time to waste on pointing out your product or service’s flaws. Others may be skeptical of the questions that you’re asking and don't feel comfortable with providing honest information.
When asking for feedback, it’s important that you consider the best way to approach your customers. To help, in the next section we compiled an extensive list of ways that you can obtain customer feedback:
https://blog.hubspot.com/service/strategies-to-obtain-customer-feedback/
In this customer story, Canterbury City Council’s Product Manager, David Newell shares a little bit about how his organisation’s customer feedback programme (with Mopinion’s software) has helped his team become more customer centric online.
https://mopinion.com/canterbury-city-council-customer-centricity-online/
If you think of the app of ride-sharing giant Uber as an example for how to collect customer feedback, think again. (For those who haven’t used it recently, here is how it works: After a ride, Uber asks you to give a star rating, and it displays buttons such as “professionalism,” “driving,” and “music” for customers to click on.)
My colleague Faith Adams and I geek out on sharing examples of surveys with each other. And recently, Faith shared her Uber feedback experience with me. Uber has over-indexed on scale and convenience. That comes at the expense of a customer’s ability to share their individual feedback.
To prove my point, I’ll first tell you what happened on the
https://go.forrester.com/blogs/stop-trying-to-be-uber-in-feedback/
Bookmarks on this page are managed by an admin user. 
