We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.
That’s the view of InMoment global CEO, Andrew Joiner, who took to the stage at CMO’s latest Melbourne breakfast event, ‘Creating Intelligent Customer Connections’, to share insights around CX technology innovation as well as what it takes to build a more modern CX approach.
Joiner highlighted Forrester research, which suggests nine out of 10 businesses are going to compete on the basis of customer experience in the next decade. In response, the analyst firm believes up to 50 per cent of spend from the CMO is going to be in CX technology in the next five years.
https://www.cmo.com.au/article/641594/inmoment-ceo-traditional-customer-feedback-approaches-flawed/
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/
Customer experience is crucial to a successful business. But how do you know if your customers are having a positive experience?
Experience management software allows businesses to measure customer impressions through feedback, seeing how that feedback relates to the business metrics, and analyzing them as one.
https://www.businessnewsdaily.com/10791-experience-management-software-small-business.html/
More and more eCommerce providers rely on a personalised user experience for their customers.
The best example of a wide and far reaching user experience is the fashion industry.
There are now 52 seasons a year instead of four which can make it difficult for retailers to know what the next step is to take for their customers. With that in mind retailers invest heavily in customer feedback. Many platforms even offer its customers their own WhatsApp channel for individual shopping advice, and of course to gain more insights.
https://www.searchenginepeople.com/blog/empathetic-websites-knowing-customers-user-personas.html/
Every business owner wants more online reviews. They help with brand trust, rankings, having an edge over the competition, etc. But the fundamental principle of stimulating feedback (both online and offline) is often overlooked on the path to a shiny star rating on Google, Yelp, and so on.
We fully encourage getting all the web reviews. But we’d like to take a moment to explore some ways to take a step back, and put a strong customer feedback strategy in place first (which can also lead to more online reviews).
Here are some of the best and easiest ways that you can collect feedback from your customers day in and out (in no particular order):
https://whitespark.ca/blog/8-awesome-easy-ways-encourage-customer-feedback/
Online customer survey tools are a great way of engaging with your customers and discovering insights into various areas of online performance. For example, you can use survey tools to trace product feedback, carry out market research, measure customer service, the performance of your newsletters and much more. But which online customer survey tool is best for your business? Let’s take a look at one in particular: Qualtrics.
https://mopinion.com/alternatives-and-competitors-of-qualtrics/
Want to take a look behind the curtain and see how things work in the online feedback industry? I recently sat down with Mopinion Co-Founders and feedback experts, Udesh Jadnanansing and Kees Wolters to get their advice on how businesses can make their user feedback truly meaningful.
In this interview, Jadnanansing and Wolters elaborate on key topics circulating the feedback industry such as how to harness the right data, how to improve customer experience and engagement, what a successful data exchange looks like, how brand-to-consumer relationships will evolve over the next few years and more…
https://customerthink.com/making-user-feedback-meaningful-an-interview-with-the-experts/
"I like to get the most I can out of everything. I use things for as long as I can. T-shirts become painting shirts, then rags, that sort of thing. My children have to convince me that it is time to replace something since I always find new uses for things.
It turns out that you can apply this thinking to your content strategy, as well. Specifically, you may be able to get a lot more insight into the content requirements of your users than you think, by really considering the data and feedback you have available – and how you can get the most out of it.
For the past two years, I have concentrated on doing just that for a large team of technical content developers at Dell EMC. Here are five takeaways that you can use to wring everything you can from the data available to you."
https://review.content-science.com/2018/05/using-customer-feedback-in-content-strategy-wring-your-data-for-all-its-worth/
Capturing and using customer feedback effectively is essential for growing businesses. Smart companies will use the insights they get from customers in a number of ways; from fixing holes in marketing campaigns to informing product messaging and even developing and co-creating new products. Exploring human reactions and thoughts about your products or services is essential if you are to maintain brand relevance. If you don’t have a collection of customer feedback methods, you won’t be able to use it to help further the aspirations of your brand. Although some ways of attaining such data are tried, tested and traditional, businesses are now finding that modern technology is giving them the upper hand. To keep up with evolving market trends, make sure you take note of these foolproof tips.
http://therealtimereport.com/2018/04/26/use-customer-insight-power-business/
