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  1. Have you ever wondered why your users don’t interact with your product the way you were expecting them to? It might be because you may not understand how to use different psychology principles to design your products to elicit specific responses and actions from your users. Your customers are driven by emotions when they are looking at a website, wondering if they should buy a product or not. They are instinctively trying to establish a connection with the brand and, depending on what they see, they will either complete the purchase or not.
    https://mopinion.com/guide-to-psychology-principles-in-ux-design/
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  2. Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
    https://mopinion.com/state-of-customer-experience-cx/
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  3. Mopinion has added a new feature to couple metadata, such as user info, app version (and more) with user feedback within your Mobile SDK! This new feature equips Mopinion users with deeper insights into how certain app users or customers (based on demographics, interests, location, etc.) experience their mobile app. With these insights, users can personalise and optimise the online customer journey for their customers, while simultaneously increasing customer satisfaction and loyalty.
    https://mopinion.com/add-metadata-to-your-feedback-within-the-mobile-sdk/
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  4. If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
    https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
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  5. Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
    https://mopinion.com/heatmapping-tools-you-might-want-to-try/
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  6. For those of you who missed our latest webinar with special guest from major travel organisation TUI, we’ve got you covered. In this webinar, Mopinion is joined by special guest Marieke Verbossen from major travel organisation and winner of the Shopping Award’s Publieksprijs XL (for Vacations & Travel Tickets), TUI. She shares some interesting details of how TUI gathers and gets the most out of their online customer feedback data.
    https://mopinion.com/missed-our-webinar-tui/
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  7. Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy.

    What happens, those naysayers ask, when your heart pushes you to take action that interferes with a long and prosperous future?

    For example, let’s say you need to raise fees, but your customers disagree. Or you have policies in place to secure and protect your institution’s assets, but those policies feel unfriendly to your customers. How can making a decision that is best for customers also be a smart strategy for your business?
    https://www.peoplemetrics.com/blog/an-introduction-to-building-customer-understanding/
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  8. The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization.

    But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or Customer Loyalty scores.

    Yes, you will be improving the experience for customers who share their insights and experiences with you.

    But moving the overall scores will take a keen eye and a lot of analysis of customer insights. You'll need to pinpoint the one thing to do next to improve your business. Whether it's adapting a solution, adding a feature, or emphasizing a capability, it takes systemic changes to impact the experience of customer segments (or for all of your customers).
    https://www.peoplemetrics.com/blog/how-to-define-your-priorities-and-build-a-plan-for-customer-centricity/
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  9. f you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.


    Keep your survey short.
    The optimum length for a post-transaction survey is two or three minutes. You should be able to get all you need from your customers in that length of time. (Any longer, and we’d argue you're trying to do too much with one feedback channel.)

    Read the full article.
    https://www.peoplemetrics.com/blog/designing-a-customer-feedback-survey-that-helps-you-and-doesnt-annoy-customers/
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  10. It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS).

    Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting. “Let’s move on to how many new customers you acquired” is likely the next agenda item.
    https://www.peoplemetrics.com/blog/saas-companies-implement-a-product-nps-program-in-5-simple-steps/
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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.