lot of feedback tools out there make it easy to collect user feedback on your website or mobile app, but do they really help make your digital channels more customer centric? The majority of these tools just focus on collecting data, but that’s only part of the process. What comes next?
https://mopinion.com/5-tips-online-feedback-strategy/
We’re noticing a disturbing trend: industry reports are pointing out that most VOC programs are struggling to prove value. Some reports say that as little as 15% of today’s organizations feel their programs are successful. What’s behind that?
Software seems to be getting the blame for the lack of VOC success, but it’s not always the software that’s the problem.
Many companies have the wrong expectation of what software is meant to do in a VOC program. And to make it worse, companies rarely wrap their software investment in the right CX strategy – one that guides action and cultural adoption.
http://customerthink.com/are-you-expecting-too-much-from-your-voc-software/
In today’s ever-accelerating digital world, most brands know that winning the battle for customers depends on exceptional customer experience (CX).
A relatively new type of effort called customer success (CS) — particularly prevalent in the B2B tech sector — brings a set of parallel tactics that CX leaders in any market should pay attention to.
https://www.cmswire.com/customer-experience/why-brands-must-unify-customer-experience-and-customer-success-and-how-they-can-do-it/
Marketers are a loud group. We're constantly yelling promotions, trying way too hard to show how cool our brands are, or peddling product to the masses. We're so focused on the outbound that we've completely cannibalized any chance at having conversations with our customers.
Even with voice of the customer strategies, that methodology doesn't help the customer to confirm that his or her voice matters. Most customers feel that the only way to show their voices is to either publicly fan the flames of social, or to use the power of their dollars to show their dissatisfaction. Marketers would be smart to just shut up and listen. It's better for the customer, it's far less inflammatory, and it's better for business.
https://www.retailcustomerexperience.com/blogs/why-its-time-for-retail-marketers-to-start-listening/
You’ve heard it before but I’ll say it again…Listening to the Voice of the Customer (VoC) is crucial for businesses looking to compete based on customer experience. And while this couldn’t be more true, surprisingly, nearly 75% of companies still feel that their VoC programmes aren’t effective and that they’re failing to drive actions. That is to say that these companies are listening to their customers but lack the wherewithal to turn insights into something meaningful and profitable for their business. This is where VoC tools come into play. One that comes to mind is Usabilla.
So let’s take a look at some of the competitors and alternatives to using a tool like Usabilla.
https://mopinion.com/competitors-and-alternatives-to-usabilla/
Need some guidance in making business decisions? Then you might want to think about employing a business intelligence tool, or BI tool. Business intelligence tools are all about helping you understand trends and deriving insights from your data so that you can make tactical and strategic business decisions. Now, I know what some of you startups and smaller-size businesses are thinking… “These tools are way too advanced and complex for my company. It’s no use”. Well you couldn’t be more wrong. Nowadays BI tools can help businesses of all shapes and sizes make sense of complex, big data and drive profits!
https://mopinion.com/business-intelligence-bi-tools-overview/
Here at Mopinion, our employees are the backbone of our business. They make it possible for us to create and deliver innovative software that guarantees real value for our customers. That is why we’ve created the Employee in the Spotlight series. It is our way of giving our readers and customers a face to the people behind our brand. This month we’re going to learn more about a special member of our product & development team.
https://mopinion.com/employee-in-the-spotlight-dave-schrijvers/
To experience something is to be alive, to feel and to remember. The CX community often forgets that. As soon as we add the word "customer" to experience, it suddenly loses its depth and becomes yet another marketing buzzword to add to our ever-expanding lists. But for customers, real experiences – whether physical or digital – are still just as emotive and memorable as ever.
So why aren’t CX strategists, whether they’re marketers, technologists, service or support executives, adapting to this idea? The problem is quantification--or more accurately, uninspired quantification.
https://www.forbes.com/sites/briansolis/2018/12/06/customer-experience-isnt-a-thing-its-a-feeling/
A colleague recently ran into a very frustrating customer experience. This situation raises the question— why are so many companies placing the burden for good CX on the customer?
"After several unsuccessful attempts to pair a new smart home device with a product’s app, my colleague contacted customer service. In response to her inquiry, she was presented with a lengthy set of emails that detailed how she needed to completely reset her Wi-Fi router settings– in order for the app and device to work properly! Their attitude was that the customer had the burden of making many changes so their app would work properly!"
The company’s position was that the burden for good product results was on the consumer. The brand did not feel it had to accommodate customer’s reasonable needs!
So, ask yourself this: Are you making it easy for your customers to buy, use, and experience your products? And if you’re not, what changes should you make?
http://customerthink.com/two-tips-to-stop-placing-the-burden-for-good-cx-on-your-customers/
A new voice-of-customer management system is not only closing the loop on client experience feedback for international money transfer company, OFX, it’s also actively informing products that build competitive edge.
OFX commercial director, Sarah Bernhardi, told CMO the company previously used a third party to manage its Net Promoter Score (NPS) program, conducting a quarterly pulse check on customers. This meant client feedback was being collected months after interactions, and wasn’t specific enough to take action off the back of.
https://www.cmo.com.au/article/650688/how-real-time-customer-feedback-loop-helping-ofx-find-competitive-edge/
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