eringilliam

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  1. Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.
    http://www.customerexperienceupdate.com/?open-article-id=7825450&article-title=why-learning-cx-will-make-you-happy-and-successful&blog-domain=360connext.com&blog-title=360connext/
    Comments - Voting 0
  2. Customer feedback is much more important than you can imagine. And a tech-driven approach to processing it do make difference.

    Customer is the king, and the hotels that really care for their guests can't agree more. Respectable places pay a lot of attention to the thorough analysis of client feedback and draw conclusions. But it is difficult to track and count all the reviews, especially if a facility is fairly large. Each hotel is a complex system which consists of reception, catering, bar, interior, gym, stuff, etc. It's not always easy to process all the comments to find out which aspect drags the place down, or, on the contrary, helps it to stand out.
    https://www.hospitalitynet.org/opinion/4086892.html/
    Comments - Voting 0
  3. Many people over the years have said that email marketing’s days are numbered and that it will soon become a dated, perhaps even obsolete technology. But actually, this assumption couldn’t be more wrong. Email marketing still remains one of the most effective marketing channels with the highest return on investment (ROI). Much like other marketing channels however, email campaigns do offer up their fair share of challenges. Surprisingly, many of these challenges revolve around a lack of understanding and engagement with the target audience. It seems that with many campaign emails, communications are only outbound, leaving marketers with no real insight into how their email was received by their readers. This lack of insight into the performance an email campaign is precisely why it’s important to start collecting email campaign feedback.
    https://mopinion.com/how-to-collect-email-campaign-feedback/
    Comments - Voting 1
  4. Small businesses are losing ground to larger corporations – not in employment, but in revenues. When the Census was taken in 2001, businesses with fewer than 500 employees contributed more than half of GDP (50.5%). However, only nine years later, that contribution had reduced to 44.5%, giving large corporations a 55.6% share.

    What is causing this inequality, and is there something we can do about it?
    https://customerthink.com/are-small-businesses-missing-out-on-customer-experience-as-a-way-to-grow/
    Comments - Voting 0
  5. The number one rule in customer experience (CX) is to meet your customers where they live. Understand their preferences, their challenges. Know what gets their goat. As CX practitioners, we also should know the way, or ways, our customers prefer to communicate with us. Are we giving them their preferred option? Or are we simply using the channels that suit us best?
    http://customerthink.com/customer-initiated-feedback-a-new-window-into-the-customer-journey/
    Comments - Voting 0
  6. Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret to better experience is really quite simple. All you need to do is listen.

    Consider this. I recently spent 63 minutes glued to my phone trying unsuccessfully to resolve a health insurance issue. Five phone calls. A dozen transfers. Multiple hang-ups. Inconsistent information. Contradictory advice.

    Come on now, I wondered. Is this any way to treat a customer?
    http://customerthink.com/the-most-amazing-customer-experience-starts-with-your-ears/
    Comments - Voting 0
  7. When you’re looking to improve sales and build your brand, it’s important to think like your customer: to understand and be mindful of them at every step of their journey with you. Here’s how to get a better understanding with customer journey mapping
    https://www.qualtrics.com/uk/experience-management/customer/customer-journey-touchpoints/
    Comments - Voting 0
  8. It takes a lot for a new customer to become a customer these days.

    Very few customers discover a company, find a product they need, and decide to purchase all in the same day -- instead, they take many steps, over the course of days, weeks, or even months to make a purchase and start using a product.

    The complex process of winning over customers requires strategy and commitment. That's why sales and marketing funnels and buyer's journeys were created -- to divide and conquer each little step that goes into converting a potential customer into a returning one.
    https://blog.hubspot.com/customer-success/collect-customer-feedback/
    Comments - Voting 0
  9. A pioneer in world business and CEO of HSN, Mindy Grossman once said “I believe in accessibility. I believe in honesty and a culture that supports that. And you can’t have that if you’re not open to receiving feedback.” Bill Gates, the richest man in the world said, “We all need people who will give us feedback. That’s how we improve.” Why is it not surprising that successful business leaders and entrepreneurs are always the ones who are wanting to take feedback from their customers?.

    Now you may ask, ‘Why would the customers want to give feedback?’ While some might want to see genuine improvement in the products that they use, some others might think it is a waste of their time. However, customer feedback is a goldmine of information and the onus is on you to be able to mine out this free data. You cannot succeed until you understand what your customer needs and until you innovate accordingly. Remember that collecting feedback is only half the work done; the other important half is to act upon the feedback and make your customers believe that their voice is always heard and respected.
    http://customerthink.com/8-common-misconceptions-about-customer-feedback/
    Comments - Voting 0
  10. Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough?

    Many CX industry experts suggest that businesses should focus on CX practices that help them create a strong emotional connection with customers.
    http://customerthink.com/5-key-lessons-about-emotions-and-customer-experience/
    Comments - Voting 0

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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.