n reality, today, almost every company is a tech company. You can be a tech company providing rooms, a tech company providing services to cars, or a tech company specialising in online products or banking services. And when there’s an enormous tech component to almost all businesses, there’s no such thing as a digital strategy any longer; there’s just the business strategy for a digital business.
In this kind of environment, working in an agile way is crucial. Waterfall approaches (where every product has a long design-and-build phase) just aren’t going to work in a market where you need to constantly iterate based on customer feedback. Today, you build products with your customers — not for your customers. Your customers are part of the journey.
http://www.marklives.com/2018/07/by-invitation-only-liquid-expectations-lovability-building-remarkable-cx/
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/
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/
Let's face it—no one enjoys filling out surveys. How many times have you received an email survey with the subject line "We value your opinion" or a similar trite expression? And how many times have you actually filled those out? Not many, we're betting—and that's because most people regard surveys as boring and tedious, offering no value to them.
For B2B marketers, that can pose a real problem for collecting customer preferences and opinions. How can we improve our product or service if we don't know what the customer is thinking?
For the most part, empathy and relevance are key to breathing new life into your customer research tools. It's possible for empathetic marketing, one of the top buzzwords of 2017, to make its way into something as yawn-inducing as a customer survey.
Here are five tips for getting better survey response rates and higher-quality responses.
https://www.marketingprofs.com/articles/2018/34886/are-surveys-dead-five-ways-to-breathe-new-life-into-your-customer-research/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
This barrage underscores the importance that many companies now place on customer experience. But it has diminishing returns, as many people don't want to answer more surveys. No wonder that response rates have been declining for years. Yet without feedback, how can companies keep in touch with their customers' needs and priorities?
http://www.bain.com/publications/articles/how-to-get-customer-feedback-without-asking-the-customer-wsj-the-experts.aspx/
Does EasyJet do well in NPS? According to npsbenchmarks.com EasyJet ranks at a -16. Not good. This is far below the mainline carriers such as British Airways, Lufthansa, or other carriers In Europe. But when your point of comparison is US domestic providers they kick it out of the football arena (or at least through that net thing at the end of the field). Did they have a good day? Maybe. But based on my experience traveling both in the US and Europe, air travel in Europe is a dream compared to the United States.
According to the same site, all US providers are in the positive side of NPS with Southwest at 62, Jet Blue at 59, Delta at 41, United at 10, and American Airlines at 3. Would it be fair to conclude EasyJet has worse service than all the mainstream US providers? Based on NPS alone you might be tempted to say yes.
I would argue it is an unfair and unwise comparison. In fact, this is one of three fundamental reasons why cross-cultural comparisons of many attitudinal metrics (including NPS) are fraught with problems that make their comparison problematic.
http://customerthink.com/a-cx-no-no-cross-culture-nps-comparisons/
With a website feedback tool you can dig deeper into the minds of your website visitors. A website feedback tool helps collect qualitative insights about the visitor, such as the visitor’s review of the website and where he/she is experiencing problems. A website feedback tool also makes it possible to interact with your visitors.
https://mopinion.com/what-is-a-website-feedback-tool/
Brands have more access than ever to the direct feedback of their customers. If you’re smart, you’re using this feedback to guide virtually any decision about your brand strategy. With that said, many marketers wondered: What was IHOP thinking?
Changing its name to “IHOb" was a surprising move that many were quick to criticize. Now that it’s back to its original name, there are a few things marketers can learn from what many deemed a “PR disaster.”
In a customer-centric world, too many brands are afraid to take risks. But IHOP’s bold move represents the smart risks that can actually center the customer’s needs while increasing market share.
https://www.mediapost.com/publications/article/322162/the-customer-centric-risk-you-need-to-take.html/
