Tags: technology*

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  1. Rapid technological advances have created opportunities for smaller companies to serve customers around the world and effectively compete with larger companies for new customers. These smaller companies are rapidly going global, deploying a variety of technology-enabled solutions such as automated call centers, customer service bots, and digital marketing intelligence.

    But these advances, designed to facilitate customer interaction and service in new ways, can present a danger. Companies that embrace the various forms of new customer-focused technology risk losing a personal connection with their customers and a nuanced understanding of their needs. When it comes to understanding how your company can better serve customers, email surveys are no substitute for real human contact.
    https://www.allbusiness.com/build-5-star-customer-experience-artificial-intelligence-120315-1.html/
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  2. The coming year promises to be an exciting one in the world of artificial intelligence.

    AI ToolsAI-driven technology is developing exponentially, enabling brands to get consumer feedback on a massive scale, without having to invest a great deal of time and money on the research. While it may be difficult for marketers to keep up with AI’s speedy evolution, it’s also vital. No brand wants to be left behind as competitors use technology to gain a deeper understanding of their stakeholders. It’s important for marketers to understand how to leverage new technology that uses AI to gather honest, meaningful, actionable consumer insights.
    https://www.chiefmarketer.com/new-ai-tools-for-better-engagement/
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  3. Businesses begin and end with customers, so your pool of customer data should not be ignored. Technology makes it easier to do business, with startups able to establish a lean and effective business model thanks to the volume of handy and affordable tools at their fingertips. But as your business grows, employs staff, and establishes multiple departments, the number of technologies and level of functionality required increases in size and complexity. This can leave many startups staring down the barrel of customer data with little time or knowledge of what to do you with it.

    Here are some tips to help you make use of the data you’ve collected to level-up the insights you have into the people that matter most – your customers.
    https://www.smartcompany.com.au/partner-content/articles/four-simple-steps-nail-your-customer-feedback-process/
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  4. 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/
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  5. Traditional CRM is typically transactional; social CRM is behavioral. Traditional CRM is company-centric and focused on sales; social CRM is truly customer-centric. Traditional CRM is about implementing the technology; social CRM is focused on applying the strategy.

    Traditional CRM architecture is typically designed to manage these four primary areas.
    https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=129216/
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  6. Cynical consumers often seem to perceive travel insurers as cumbersome entities that are slow to handle claims, difficult to communicate with and reluctant to settle. A common complaint is that exclusions are often buried in small print or couched in language that is hard for the customer to understand. For insurers, finding ways to meet customer expectations – and ensuring that those expectations are realistic – has become a key issue. Digital technology enables consumers to shop around for their policies, meaning that companies that fail to meet their demands will lose out. Digital technology in the insurtech age is an ever more useful tool, offering swift online handling of claims and settlements and, for insurers who embrace it, a closer and mutually beneficial means of communicating with their insureds. “Over the last few years, there have been some incredible initiatives among travel insurers and their supporting third-party administrators to improve the customer experience and embrace the growth of app, mobile, and online journeys in the education, sales and servicing of policyholders and claimants alike,” said Carl Carter, Managing Director of Voyager Insurance.
    https://www.itij.com/feature/meeting-customer-expectations/
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  7. It seems like every company out there these days is focused on improving the customer experience. In today’s world where experiences are compared across industries, it is truly one of the only ways to remain relevant with audiences.

    For this reason, 72% of companies have made CX innovations their top priority and 63% have pursued technological investments to make it happen.
    https://www.brandwatch.com/blog/improve-customer-feedback/
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  8. Marketing has traditionally focused on creating awareness of brands and enticing the target market to select their brand over the competition. IT, on the other hand, focused on improving business efficiencies by providing the technologies that meet the company’s needs.

    But the business environment in which we work today has evolved, and customer experience, which is becoming central to the success of every organisation, requires marketing and technology to work together.
    https://themediaonline.co.za/2018/10/customer-experience-the-marriage-of-marketing-and-technology/
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  9. With technological advancements placing newer and faster product alternatives at the fingertips of consumers across the globe, businesses can no longer rely solely on effective products for attracting and retaining customers. Instead, they must prioritize the creation of positive customer experiences if they are to stand out in a highly competitive market.

    Yet while 80% of senior executives in numerous sectors think their company provides a superior customer experience, only 8% of their customers agree.

    But take heart, because this article will help you to better understand how you can avoid the most common detrimental customer experiences with minimal time and expense.

    Here are the five mistakes to avoid at all costs:
    https://www.entrepreneur.com/article/320653/
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  10. Technology has given businesses unprecedented access to new markets and unique opportunities. It has also empowered customers, enabling them to easily evaluate different offerings based on criteria that is important to them while comparing suppliers and pricing at the click of a button. This has resulted in an increase in competition, as businesses have become acutely aware that relying on preferential pricing or good customer service is not enough to guarantee customer retention.
    http://www.itnewsafrica.com/2018/08/using-data-intelligently-to-drive-customer-loyalty/
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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.