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/
When we think of contact centers, we can no longer think of them through our traditional lens of a call center. Technology and the age of digital transformation have caused major disruptions in the traditional call center world.
Consumers are demanding to be met on their terms and via their preferred channels. The changing technology landscape has allowed consumers to take full advantage of how they choose to interact with businesses. With the onset of technology platforms from cloud communications to mobile phones, virtual agents, BOTS and social media, consumers are demanding a much more consistent, robust and rewarding experience from purchase through service.
So, what does this mean for the insurance contact center world?
https://contact-center.cioreview.com/cxoinsight/digital-transformation-provides-opportunities-for-customer-experience-nid-26493-cid-66.html/
More often than not, an organisation will analyse customer feedback, pick the most common denominator and seek to fix the problem quickly.
If this is you, unfortunately, you are doing it wrong.
Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story.
Just because your satisfaction levels have fallen may not be due to a faulty product as first predicted – you might need to look a bit deeper to discover that actually, the customer service hasn’t been satisfactory or the website is too confusing when purchasing items.
Whatever it may be, the common denominator doesn’t always mean it’s right. So, the data is in front of you, but what next?
http://customerthink.com/how-to-understand-the-truth-behind-customer-feedback/
For several years now, I have seen financial institutions invest heavily in enterprise feedback management (EFM) systems. These platforms (or portals) certainly make it easier to digitally survey customers using email or text after every transaction. But that doesn’t paint the full picture. There is a downside.
https://www.greenwich.com/blog/drowning-data-%E2%80%93-making-customer-feedback-actionable/
Customer Experience (CX) is quickly becoming the key brand differentiator for organisations. To be able to compete on CX, organisations must continuously be improving on it. And, to be able to improve the CX, companies must listen to and address customer needs.
Voice of the Customer (VoC) has been defined as the process of capturing customers’ experiences and sentiments on products, services and the brand. A VoC programme is used to gauge how well an organisation is doing with its CX strategy. In fact, VoC enables organisations to deliver better experiences. Thus, organisations must have rich VoC programmes to optimise the CX.
https://www.mycustomer.com/experience/voice-of-the-customer/why-your-customer-feedback-isnt-actionable-and-what-to-do-about-it/
Customers are changing far faster today than organizations are. Customers are setting the agenda. Their expectations are rising in direct proportion to their declining trust in and loyalty to organizations and brands.
You cannot deliver quality customer experience if you don’t understand the needs of your customers and create products and services to meet those needs. The agile organization is constantly soliciting customer feedback and constantly adapting and refining based on that feedback.
https://www.cmswire.com/customer-experience/customer-feedback-drives-the-agile-organization/
Collecting customer feedback is a smart way of guiding and informing your business. Aside from maintaining customer satisfaction, it lets you view how your product or service is being viewed by your most important audience: your customers.
How should you ask for feedback?
https://www.qminder.com/ask-customers-feedback/
To satisfy the needs of your customers, it is crucial to understand what they want. Indeed, they have a wealth of information to share, probably even more than you think. Getting their feedback can help you provide better services and develop better products.
Moreover, customer feedback provides business owners with valuable insights that can help them improve the overall customer experiences. According to the statistics, 91% of dissatisfied customers will leave you without any complaint, and you will never know what they didn’t like about your product or service.
https://sendpulse.com/blog/customer-feedback/
We recently read a crazy Linkedin post from Dave Grow, CEO of LucidChart. Dave took a common piece of advice for entrepreneurs “to do things that don’t scale,” and used it to better understand his customers. He has read more than 100,000 customer support tickets at LucidChart.
As a CEO of a fast-growing startup, there’s a million other strategies and tactics that Dave could be doing, but he deliberately prioritized reading support tickets. He understands the value of building relationships and staying close to customers’ feedback.
https://customerthink.com/grow-your-company-faster-by-reading-customer-feedback/
Heaps of companies are shifting their focus to the online Voice of the Customer. In fact, many of these companies have been asking us how our solution differs from other feedback tools on the market. A sensible question actually, considering many tools look very similar to one another on the front-end. That’s why we’ve created an overview that hones in on the major differences between Mopinion and Usabilla.
https://mopinion.com/usabilla-difference/
