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  1. Wouldn’t it be great if you could predict how much revenue you’d be receiving 2 months from now? 6 months from now? A year from now? Finance departments take lots of factors into consideration when trying to make long-term revenue predictions, but often fall short because they’re not seeing the whole picture. In this edition of #CXSecrets, I’m going to reveal how measuring customer experience can help companies more accurately predict long-term revenue.
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  2. Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.

    The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.

    You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
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  3. Established in 2001 in the Netherlands, Translink operates as the connecting force behind the OV-chipkaart. One card used for accessing all sorts of public transportation, the OV-chipkaart is an easier and more secure way for people to travel. The OV-chipkaart also allows Dutch public transportation companies to make more efficient use of capacity, resources and staff.

    Translink aims to give its customers a personal, relevant and seamless online experience using a mobile-first approach – so that customers can access their personal OV-data at any time or place.
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  4. Over the last few years the financial services sector has made significant improvements in the decisions it makes that affect customers. The major fines that resulted in big newspaper headlines a decade ago have dwindled, but at the same time customers still lack trust. A YouGov poll last year found that more than half of British consumers (55%) don’t think banks are working in their customers’ best interests. Given that it has never been so easy to switch a bank account or change insurance companies this has long-term negative consequences for financial institutions.

    Today’s more demanding, sceptical consumers won’t hesitate to jump ship if they feel they are not getting the service they want, so it is incumbent upon companies offering financial services to improve customer satisfaction, build loyalty and reduce churn. Surely this is common sense? Making customers happier increases their long-term commitment, provides up-sell and cross-sell opportunities and drives profitability. Which begs the question, why is this still a problem?

    The likelihood is that the financial services sector is not effectively listening to client feedback.
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  5. Regardless of the shape, size or industry of a business, the endgame is, and should always be, the customer. Whether that be a direct consumer, another business or the wider community – they’re what keeps the business ticking.

    As a company dedicated to getting Aussie’s the best bang for their buck, we’ve focused on keeping an ear to the ground to seek out feedback from our customers.

    Here are three ways your business can thrive by keeping a constant loop of customer feedback:
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  6. "New research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry.

    At iPerceptions, we have seen this time and again in the Voice of the Customer (VoC) space. The pre-post methodology, asking visitors on arrival to your site for feedback at the end of their visit, was a turning point in collecting continuous feedback from your visitors."
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  7. Unlike customer-facing teams, marketers don’t always hear directly from the people they’re speaking to. Instead, they rely on metrics and intuition to understand the end consumer. Good data and marketing chops go a long way, but they don’t tell you everything. If you’re not tapping into your audience for feedback, then you’re leaving insights (and revenue) on the table.

    In this post, we’ll cover the benefits of collecting content feedback and share some tips on doing it well.
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  8. Since digitization, prospective customers of a company or brand have better access to social media and online content and therefore good opinions from existing customers can sway their opinions and in turn affect sales. Today, customer experience has become imperative to scale business growth in a competitive economy. As of now, companies are heavily investing in technologies such as conversational chatbot, use of virtual reality in retail, machine learning to process customer feedback to tailor their strategies.
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  9. Many feedback programs fall short in two ways. They aren’t real time, or they aren’t delivered to the right person when it counts.

    Quarterly customer service surveys carry an inherent flaw – they depend on customer’s memories, which dramatically deteriorate over time. Surveys about large purchases can also be subject to cognitive dissonance bias. Customers making purchases with a large degree of commitment try to convince themselves that they made the right choice. They will look more positively on a large purchase due to cognitive dissonance, and this bias appears in post-purchase surveys.
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  10. The digital age has brought with it a horde of data. And coming from various sources and in large quantities, the availability of this data has created many new and insightful opportunities for digital marketers. Modern digital marketers are using data in a myriad of ways, such as gauging success (with Key Performance Indicators, or KPIs), driving improvement (e.g. campaign effectiveness or website usability) and boosting lead generation. However, this heavy reliance on intelligent marketing data necessitates an analysis solution, which comes in the form of dashboarding software.
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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.