It may seem like yet another mountain to climb, but embracing the ‘age of the customer’ is more achievable than you think. Retailers today must build a strategy around customers, making their interactions with their brand both seamless and enjoyable. Ultimately, the end goal is to create a shopping experience that customers love and keep coming back for.
https://www.retailsector.co.uk/40107-how-to-embrace-the-age-of-the-customer-whilst-weathering-the-retail-storm/
Responding to customers who provide negative feedback reassures them that someone is paying attention to their complaints. But there’s an art to responding to customers, as I discovered after staying at three hotels recently, and it applies as well to organizations that deliver software services.
https://www.techwell.com/techwell-insights/2018/08/right-way-respond-customer-feedback/
Comprehensive new research from Ofcom shows how tech behaviors in Western society have changed in the last 10 years. It’s an illuminating picture of the UK consumer market, whose trends can easily be seen at work globally.
At its heart is a story of how humans are becoming ever more dependent upon connected technologies. This is a mega-trend with massive implications for how organizations go about requesting, collating and analyzing real-time customer feedback stats.
https://www.customerthermometer.com/customer-feedback/customer-feedback-process-stats/
The ability to collect massive amounts of data represented a huge leap forward in customer service and communication when customer relationship management first hit the market as a marketing, sales and data management tool.
However, CRMs weren't a holy grail. Data management is one thing. Using data to understand what customers really need (not just what you think they do) and how to engage them is another thing entirely.
CRMs were not built to be nimble. Times change, customer expectations change, and the technology needs to change with it.
https://www.crmbuyer.com/story/85487.html/
Achieving and maintaining a high level of customer satisfaction is important for a business to gain and maintain a competitive advantage. Your customers’ perceptions of your company or brand affect your reputation and your revenue. Interactions with service desk agents have a direct impact on a number of issues—lifetime customer value, loyalty, profitability and more—and for that reason measurement of customer satisfaction is essential.
But how do you measure “satisfaction?” One person may be satisfied with the service received while another is dissatisfied. Our judgments of what an agent did do or should have done is an arbitrary, cognitive judgment that varies from one person to another.
http://customerthink.com/how-effective-is-the-customer-satisfaction-csat-metric/
We are proud to announce that one of the largest supermarket chains in the Netherlands, Albert Heijn, now uses Mopinion’s feedback software on their website (AH.nl). Albert Heijn – also referred to as the AH or ‘Appie’, as the Dutch like to call it – jump-started its online feedback programme in June of last year (2017). Since then, they have employed various feedback forms across their website with the aim to extract valuable insights into the online shopper journey.
https://mopinion.com/albert-heijn-caters-to-online-shoppers-with-customer-feedback/
Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes. Continuous training is delivered in bite-sized sessions, incorporating both technical knowledge and personal skills development to deliver better customer service.
So, how do you create a contact center environment that both motivates agents and enables great customer experience?
http://customerthink.com/the-value-of-continuous-insights-driven-agent-feedback/
Examining your customer’s sentiments towards your service is essential, especially if you wish to better understand and improve your customer’s experience with your services. If you’re looking to do so, the best way may be to simply ask them.
Here are various tips to gather quality customer feedback to improve the services you offer:
https://www.readitquik.com/articles/business-support-solutionsservices/9-ways-enterprises-can-improve-their-services-with-quality-customer-feedback/
UX design is all about providing your users with the information they’re looking for, and doing that in the cleanest and most intuitive way possible. Sounds challenging right? Well that’s just a day in the life of a UX Designer.
In this article, we’ve rounded up a list of the most useful tools for UX Designers and to make it a bit more user-friendly, we’ve broken these tools into five different categories: UX Analytics Tools, Session Recording & Heatmapping Tools, A/B Testing Tools, Visual Feedback Tools, and Prototyping & Wireframing Tools.
https://mopinion.com/top-25-tools-for-ux-designers/
There’s a shift happening in the digital world. Even though email marketing is considered to be the mainstay medium to communicate with shoppers in e-commerce, gradually, it’s being replaced by messaging apps. One of the reasons for this shift is conversational commerce. Messaging apps allow two-way communication enabling brands to personalize their services and build relationships with their customers.
https://www.martechadvisor.com/articles/ecommerce/is-conversational-commerce-the-future-of-ecommerce/
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