Customer complaints provide amazing feedback that allows a brand to reinvent itself, re-position itself and stay relevant, says Femi Adebanji, research head at the Service Excellence Institute. Research shows that only 4% of customers will complain following a bad experience, while 96% will not voice a complaint.
Furthermore, while customers might not voice a complaint following a bad service experience, 91% will not come back and would rather do business with competitors.
https://www.mediaupdate.co.za/marketing/144269/why-customer-complaints-are-good-for-brands/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
Being able to provide these personalized experiences, however, has proven to be a real challenge among many digital marketers who are still in the process of adjusting to this growing trend. In fact, almost 60% of marketers claim that they struggle to personalize content (in real-time); an occurrence which is often attributed to the company’s inability to gain customer insights quickly enough and apply them. One way of removing this hurdle and gathering the necessary information for personalizing is by collecting customer feedback.
Let’s take a closer look at how customer feedback data drives the three ‘breeds’ of personalization.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
Big data has opened the door for businesses to market their products and services much more effectively. In fact, according to a new survey of senior executives, 64% of respondents said that data-driven marketing strategies produce better and faster results and are the key to success.
Targeting your prime audience and pinpointing your exact market allows for a more focused, cost-effective approach.
https://www.business2community.com/digital-marketing/data-driven-digital-marketing-how-to-improve-your-marketing-strategies-02096653/
Developed by Fred Reichheld at Bain & Company, the Net Promoter Score (NPS) is a customer loyalty metric that measures customer satisfaction using an index that ranges from -100 to 100. Customers are asked one question – if they’d recommend the company to a friend – and then asked to respond using a scale from zero to 10, with zero being “not likely” and 10 being “extremely likely”. Customers are then organised into three categories as detractors, passives or promoters, based on their responses.
https://www.cio.co.nz/article/643948/what-net-promoter-score-nps-guide-cios/
A product roadmap is essential for guiding the strategic direction of mobile app development. A roadmap is designed to communicate the “why” behind what you’re building. When you begin your development project, it’s important to remember that a roadmap is not set in stone; instead, it is made to accommodate change.
It’s a complicated process determining what aspects of your mobile app will be the most valuable for your user base. This article will break down how to identify the primary goal of your product and how to create a business strategy and a roadmap to achieve that goal.
http://customerthink.com/how-to-create-a-product-roadmap-for-mobile-app-success/
Managing a better user experience is critical to almost every business. After all, it is part of the way that a customer engages with your company and/or your brand. It's important to get it right so that the customer has a positive experience. Without a good experience, you can lose customers and that can hurt your bottom line in the long run.
https://www.forbes.com/sites/forbestechcouncil/2018/07/24/12-ways-to-improve-a-customers-user-experience/
Listening to your customers and using the feedback generated is widely considered essential to business success, so how do you make sure the your Voice of the Customer investment and activities will make a difference?
We looked at a recent report on the effectiveness of the Voice of the Customer by Temkin Group which reveals that while the majority of companies have customer feedback activity in place there are some key factors which are essential for success and which will help to identify the (often elusive) Return on Investment (ROI).
http://customerthink.com/voice-of-the-customer-whats-needed-for-success/
Gone are the days of a simple process with minimal touchpoints: flicking through brochures; speaking to a travel agent; deciding where to book.
The rise of digital in the travel industry has seen a decline in the reliance on local travel agents and instead 83% are now booking their holidays online either themselves or via online travel agents.
Consumers have a wealth of holiday information at their fingertips 24/7 and are often willing to devote considerable time and effort to investigating price and quality before making a decision. The result is complex: an overlapping web of touchpoints with huge variation across different people and their holiday preferences.
https://www.econsultancy.com/blog/70182-how-travel-industry-trends-are-fragmenting-the-customer-journey/
How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately after buying something online or get a phone call a few days after an interaction with a service representative, you'll likely agree that you rarely enjoy the experience.
In fact, you probably ignore most survey requests unless you have something very positive or very negative to say.
https://www.entrepreneur.com/article/316351/
If you’re reading this it’s probably safe to say your business has decided to implement an online customer feedback programme. Excellent choice! The next step is to start setting things into motion (in other words, collecting feedback), which can be challenging without the proper guidance. If you already have goals set out for your business, you’re certainly on the right track. Now all you’re going to need is a strategy that encompasses those goals, which – in the case of feedback – can be as simple as using a feedback form template, or at least understanding how a feedback form should be designed…
https://mopinion.com/the-best-feedback-form-templates-for-your-website/
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