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  1. For those of you who missed our latest webinar with special guest from major travel organisation TUI, we’ve got you covered. In this webinar, Mopinion is joined by special guest Marieke Verbossen from major travel organisation and winner of the Shopping Award’s Publieksprijs XL (for Vacations & Travel Tickets), TUI. She shares some interesting details of how TUI gathers and gets the most out of their online customer feedback data.
    https://mopinion.com/missed-our-webinar-tui/
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  2. Mopinion has added a new feature to couple metadata, such as user info, app version (and more) with user feedback within your Mobile SDK! This new feature equips Mopinion users with deeper insights into how certain app users or customers (based on demographics, interests, location, etc.) experience their mobile app. With these insights, users can personalise and optimise the online customer journey for their customers, while simultaneously increasing customer satisfaction and loyalty.
    https://mopinion.com/add-metadata-to-your-feedback-within-the-mobile-sdk/
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  3. If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
    https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
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  4. A recent survey by Stanford Social Innovation Review confirmed a surprising fact: in an era where customer feedback is ubiquitous in the for-profit world, both doers and donors in the social innovation sphere struggle to systematically understand the preferences and experiences of the people they are seeking to help: the nonprofit customer.

    To be sure, social innovators want to understand their client’s needs. The survey found that 88% of 1,986 respondents reported that “gathering feedback” was one of their priorities in measuring impact. But only 13% were using it as a top source of insight for improving services; and two-thirds said that lack of staff capacity and resources were the major barrier to implementing feedback systems.
    https://hbr.org/2019/02/why-customer-feedback-tools-are-vital-for-nonprofits/
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  5. All feedback from your customers is valuable, but there are certain types of qualitative data that can give you more insight than others.

    Truly insightful feedback can help you identify when people think something is confusing, why they made a certain choice, what they value most about your product, or how they view your product against the competition.

    In turn, you can use this feedback to write more persuasive copy in your marketing, optimize your user experience, or prioritize new features to build. Ultimately, more useful feedback helps you make more informed business decisions.

    So how do you gather this type of feedback? It’s all about the questions you ask.


    Read more at https://www.business2community.com/customer-experience/how-to-get-more-insightful-user-feedback-02197934
    https://www.business2community.com/customer-experience/how-to-get-more-insightful-user-feedback-02197934/
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  6. Something for the Weekend, Sir? I am undergoing the lie detector test and it is not going well. I should have guessed something was up when they affixed the wires: temples and wrists are OK but it seems a little unnecessary to route what suspiciously looks like an AC mains cable to my groin.

    Blinking away the sweat under the hot studio lights before a braying audience, I wonder how it all came to this. I mean, the day began normally enough – just another day in the paradise of Customer Delight.

    The IT support department where I am occasionally contracted for floor-walking has been renamed – sorry, "rebranded" – several times already this year. It was called the aforementioned "Customer Delight" throughout 2018 but a new CIO in January changed it to "Enablement Masters". This confused everyone, especially the golfers, until his replacement in March came up with "Delivery Disruptives", which made us sound like rampaging postmen.
    https://www.theregister.co.uk/2019/05/17/something_for_the_weekend/
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  7. “Our company,” the CEO’s voiced boomed cheerfully at the company's annual leadership conference, “is an industry leader in customer experience. I’m immensely proud of your efforts in establishing our global reputation for innovation and customer-centricity.” As the applause of the 300 or so company managers began to die down, I glanced at the executive vp sitting next to me. She appeared to be choking on some arugula.

    “Yikes,” she muttered under under her breath.

    I understood where she was coming from. The problem was it was highly unlikely that most of our company’s customers would have agreed with our CEO's assessment.

    In fairness to him, his comments weren’t entirely unfounded; the company’s monthly metrics on customer experience did tell an exciting story. And, as for the marketing department collecting the data, its staff had used common and well-established methodologies.

    But what our leader didn’t realize, was how much of the overall story was data-driven fiction. Specifically, the company's net promotor score -- a single-question metric that predicts customers' loyalty by assessing their likelihood to recommend a company or brand -- was being manipulated by the front-line employees and managers.

    Read the full article here.
    https://www.entrepreneur.com/article/329401/
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  8. Let's say you're an entrepreneur behind a small but growing company. Business is going well -- so well in fact that tracking your leads is getting tough to do on your own. So you're starting to research CRM software to handle lead management. It will be a big purchase for your bootstrapped little team, so it's important you make the right decision to get your hard-earned money's worth.

    You start into your research and check out the product reviews for two solutions you're considering. One has 15 reviews and a full five-star average. The other has 200 reviews with a 4.4-star average. Which would you trust more? The solution with 200 reviews likely seems more trustworthy to most, even if it does have a lower rating than the other.

    When we see a five-star rating, our brains tell us there's something wrong -- we're more inclined to choose a product or service with more reviews, even if some of them are bad. According to a study from Reevoo, 30 percent of readers suspect censorship or fake reviews when all reviews are positive and 95 percent of consumers get suspicious of positive reviews when there are no negative reviews.

    Read the full article:
    https://www.entrepreneur.com/article/319669/
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  9. I sat down to watch the finale of my favorite sci-fi series on a recent Sunday evening when I discovered that I had been locked out of my TV streaming service. After struggling to find a solution online, I fired off a tweet asking the company for help. The company responded a few minutes later: "I'm so sorry you're having trouble connecting to your account -- DM us your phone number, and we'll have a customer service representative call you back soon." I DMed my number, and asked, "Why can't you just help me here? And how long will it take to get a call back?"

    No response.

    After 10 minutes, I gave up and just called them (my least favorite way of getting help). I waded through a complex phone menu, then waited on hold for 20 minutes before finally getting through. Though the representative was very nice and resolved my issue quickly, it was too late -- I was incredibly upset that I'd wasted almost an hour of my Sunday evening for a pretty simple issue. I didn't care how sorry the company was, or how friendly the agent was when I eventually got through. I especially didn't care for hearing "your call is very important to us" every two minutes as my evening dragged on. I just wanted my problem solved quickly and easily, and ideally without having to actually speak to anyone. The same holds true for countless others today. Welcome to the era of the bullshit-proof consumer.

    Almost anything is now possible at the touch of a button -- ordering a taxi, controlling your home, running your business or even finding true love (or whatever kind of love you're looking for). But, customer service has fallen behind. Inspired by the Zappos model (phone anytime and speak instantly to a highly motivated customer service agent), many brands started training their agents to deliver the best possible service; to throw away the script and to be human, emotive and caring. But, maintaining this level of service at a large scale is expensive -- so expensive that the same brands began to make it increasingly difficult for consumers to actually speak to the agents they'd trained so intensely. Phone numbers became buried deep in websites, and phone menus were designed to encourage people to give up before they actually got through to anyone.

    Read the full article.
    https://www.entrepreneur.com/article/320202/
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  10. Automation – in general – is a huge force in many industries in the business world today. Every organisation looks for ways to automate business processes and workflows. And the sales industry is no exception. Sales representatives spend a majority of their day handling administrative tasks and researching prospects; actual sales only take up about a third of their time. Thanks to sales automation tools, time spent on these tasks can be lowered tremendously, giving sales reps more time to focus on speaking with prospects and improving the sales process.
    https://mopinion.com/best-sales-automation-tools-an-overview/
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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.