There is a deluge of website feedback tools. Because of the diversity of feedback applications, you quickly lose the overview and it is not always clear where exactly the difference lies. What can be accomplished with which tool?
https://mopinion.com/31-website-feedback-tools-an-overview-and-comparison/
xSellco recently teamed up with customer journey optimization (CJO) company Yieldify to discuss what online sellers need to know about e-commerce disengagement in an age of better technology and faster internet and how consumer demands have changed.
https://www.business2community.com/brandviews/xsellco/5-steps-increase-customer-engagement-e-commerce-02025704/
Improvements in technology drive innovation in many fields, and there are few arenas where these efforts are as visible as in the customer experience. The emerging tools and techniques for customer teams provide new, insightful avenues for interaction, but are still grounded in the concept of tying a brand to a positive, happy experience.
Customers notice details, either when they are particularly good or particularly bad, so it is always in a company’s best interest to make sure they are innovating in the right way. Here are seven ways technology will aid companies in creating — and taking advantage of — compelling experiences for their customers in 2018:
https://customerthink.com/7-ways-tech-will-change-the-customer-experience-in-2018/
Are your customers happy?
If you don’t know for sure, guessing is not the next best thing. According to a 2017 study by the folks at American Express, a person from the U.S. is going to tell an average of 15 people about a bad customer service experience.
Even worse, research by thinkJar’s CEO, Esteban Kolsky, found that only 1 out of 26 unhappy customers complain. The rest will just leave..
http://optinmonster.com/best-ways-to-collect-customer-feedback/
I regularly do customer feedback surveys for competitive analysis purposes (full disclosure: ServiceDock is a CEM platform for multi-location businesses). For the most part, I am a genuine customer of the business when I do them and try to think as such, while also making notes on the survey solution. Some of these surveys can be extremely tedious and drawn out, but the most frustrating experience I frequently encounter is when I’m told that there is no chance of a follow-up on my feedback.
The real irony here is that the goal of the exercise is to improve CX, but the process offers terrible CX.
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.
https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
The Fairbanks North Star Borough is seeking the public’s feedback on upcoming changes to their website. There is a survey with seven questions located on their website asking about resident’s experiences interacting with the website. The survey is expected take about a minute.
http://webcenter11.com/content/news/Fairbanks-North-Star-Borough-seeks-public-feedback-on-changes-to-website---566991851.html/
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story?
http://multichannelmerchant.com/blog/giving-voice-silent-majority-boosts-the-customer-experience/
80% of companies consider customer experience to be one of their most powerful competitive differentiators. In order to keep pace and be a disruptor in this digital customer experience battlefield, you should consider tapping into artificial intelligence. Machines and algorithms have become increasingly smart, to an extent that they can pick up the slack and speed up different business processes.
In this guest post, Qeedle’s Michael Deane shares some of the most effective ways AI-based automation tools can help you wow your customers.
https://mopinion.com/how-can-ai-based-automation-tools-improve-customer-experience/
The customer experience is one of the most important factors in determining whether a first-time purchase becomes repeated, long-term business. That’s particularly true for B2B companies in the tech and energy spaces, where new, satisfied customers can go on to represent loyal and lucrative relationships.
https://www.forbes.com/sites/forbestechcouncil/2018/02/22/how-to-quantify-and-utilize-customer-feedback/#58d910864cee/
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