Your Customer Feedback Program Needs to Actually Engage with Customers

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  1. As we enter the new year, it is natural to predict what new trends, technologies, and advancements will be at the forefront of industries in the months ahead. Customer experience is no different. In 2018, we saw the impact major brands faced when they broke the trust of their customers. From criticisms of lack of transparency, data breaches, or high profile poor treatment of passengers going viral on social channels, organizations recognize more than ever the importance of investing in earning and maintaining the trust of their customers. Earning that trust means demonstrating that youre actually listening to customers, and for most organizations, that process starts with establishing a customer feedback program. Its not easy to win customer loyalty and trust, and its even harder for companies to regain trust when they have violated it. In 2019, I expect we will see companies develop a renewed focus on having ongoing and engaging conversations with customers. To foster these conversations, companies need to deliver a feedback experience that meets the customer in a natural way, is quick for the customer to complete, and makes the customer feel heard. Organization need to take action based on insights gained from these conversations to improve the customer experience.
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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.