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  1. Today’s interview is with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred joins me today to talk about InsightSquared and their journey with implementing a customer success programme and how and why they changed it.
    http://customerthink.com/customer-success-needs-to-be-the-responsibility-of-the-entire-organisation-interview-with-fred-shilmover/
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  2. Many B2B companies use Net Promoter Scores (NPS) to evaluate customer outcomes and make important customer-related decisions.

    The use of NPS scores attempts to distill diverse customers' complicated feedback about a company into a single score. It asks the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"

    While helpful as a general indicator of customer sentiment, NPS scores alone provide an incomplete picture of customer relationships and often can lead to an imperfect understanding of the current health of a company's customers.
    http://news.gallup.com/businessjournal/228047/ways-beyond-nps-fully-understand-b2b-relationships.aspx?g_source=link_NEWSV9&g_medium=TOPIC&g_campaign=item_&g_content=3%2520Ways%2520Beyond%2520NPS%2520to%2520Fully%2520Understand%2520B2B%2520Relationships/
    Tags: , , , by eringilliam (2018-02-22)
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  3. If you’re a business owner and it isn’t clear to you that the customer’s voice is the most important voice to hear, you’ve been living under a rock.

    Now, more than ever, customers expect their needs to be met, and they expect their feedback to be addressed right here, right now. Now that social media has made it easier than ever to spread “word of mouth” commentary about a business’s performance, business leaders need to be acutely aware of what their customers are saying about their brands, while also being able to act upon that feedback in a timely, efficient and satisfactory manner.
    https://www.cmswire.com/customer-experience/your-customers-are-speaking-are-you-listening/
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  4. The customer experience is one of the most important factors in determining whether a first-time purchase becomes repeated, long-term business. That’s particularly true for B2B companies in the tech and energy spaces, where new, satisfied customers can go on to represent loyal and lucrative relationships.

    As competition increases because of quicker shipping, more affordable or accessible material and the increasing role the internet plays in most business interactions, companies need to understand how to collect, quantify and act upon customer feedback if they want to be successful.
    https://www.forbes.com/sites/forbestechcouncil/2018/02/22/how-to-quantify-and-utilize-customer-feedback/
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  5. We’re very excited to announce that the Mopinion website (previously only in English) is now available in four new languages: French, German, Spanish and Dutch. The addition of these new languages reflects the increasing demand for digital feedback solutions abroad as well as Mopinion’s rapidly growing customer base.
    https://mopinion.com/mopinion-launches-website-in-four-new-languages/
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  6. In-App & Web Notifications are increasingly being used by digital-first businesses as a means for boosting conversions or simply conveying an important message to their visitors (while they are active in-app or on the website). According to Localytics, In-App Messaging in particular is capable of boosting engagement by 3x! So to what can we attribute the success of in-app and web notifications? Easy. That would be their exceptional ability to deliver the right content to the right audience at the right time.
    https://mopinion.com/10-tools-with-in-app-web-notifications/
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  7. Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.

    CMO reached out to three industry commentators to reveal what’s hot and what’s not on their voice of customer approach and what it takes to successfully create and implement a program.
    https://www.cmo.com.au/article/633504/do-don-ts-voice-customer-programs/
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  8. Gathering feedback from your users is a crucial part of any design process. The way in which you can gather this feedback varies depending on what kind of questions you are trying to answer, the resources you have available for user research and at what stage of the product life cycle you are currently in.
    https://uxdesign.cc/analysing-usability-testing-data-97667ae4999e/
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  9. User onboarding is the period in which your business is likely to receive the most feedback and support questions from your customers as they want to get started using the product. This makes onboarding an ideal moment to learn from your customers and use those learnings to improve.
    https://mopinion.com/user-feedback-the-secret-to-successful-user-onboarding/
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  10. Businesses desire to make use of this insight, so “We’ve moved down a path to determine how to operationalize emotion, putting core insights on emotion into practices as we design, build and operate elements of the customer experience… This is not a prediction of how the customer will feel in the future; instead, it is an explanation of what they are likely to do as a result of feeling that way.”
    http://customerthink.com/use-data-science-to-understand-customer-emotions-and-decisions/
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Mopinion: The Leading User Feedback Tool

Mopinion is a proud sponsor of User 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.