Customer evaluations are one of the most important and effective tools a company can use to build long-term relationships with their clients and create a sense of brand loyalty. Doing the evaluation creates a mental investment in the company on the part of the client, and the contents of the evaluation can play a significant role in shaping the client’s image of the company moving forward.
Effectively deploying evaluations is easier said than done, however, and if you’re not careful they can be totally ineffective or even backfire and push customers away. You’ve got to put serious thought into the content of the evaluation and the way you’ll deploy it. And then, when it’s all said and done, you’ve got to understand and take the results seriously as well.
https://customerthink.com/the-tricky-but-crucial-game-of-customer-evaluations/
We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions. Further, 75 percent don’t provide enough support to encourage successful self-help.
https://www.cmswire.com/customer-experience/10-common-voice-of-the-customer-mistakes/
New research by the Commonwealth Bank shows the Australian retail sector has fallen behind the average business when it comes to innovation capabilities, and retailers should seek customer feedback to gain that innovation.
https://www.channelnews.com.au/cba-oz-retail-industry-innovation-falls-behind/
Forrester recently published a paper on the future of customer experience measurement and they didn’t mince words with comments like:
• “CX leaders told us that their response rates are declining, especially among younger customers”
• “Today’s empowered customers reject old-school CX surveys”
• “Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective.”
They have some great examples embedded in the paper, but I’m starting to hear some variation of, “OK. I’m on board with what Forrester is saying, but specifically, what do I need to do to get more feedback and more thoughtful feedback?”
Here’s how I’m seeing Forrester’s concepts applied successfully:
http://customerthink.com/the-future-of-customer-experience-measurement/
We are proud to announce that one of the largest supermarket chains in the Netherlands, Albert Heijn, now uses Mopinion’s feedback software on their website (AH.nl). Albert Heijn – also referred to as the AH or ‘Appie’, as the Dutch like to call it – jump-started its online feedback programme in June of last year (2017). Since then, they have employed various feedback forms across their website with the aim to extract valuable insights into the online shopper journey.
https://mopinion.com/albert-heijn-caters-to-online-shoppers-with-customer-feedback/
When the topic of customer satisfaction arises, the modern mindset leaps immediately to the traditional retail realm of B2C relationships and starts compiling all the exciting new ways to keep track of, as well as boost their success. Yet, this same mindset is becoming increasingly essential in the world of B2B, since a customer-focused approach dictates the long-term success and the quality of relationships built in both B2B and B2C. You may not create a standard questionnaire or stick to a classic social media scheme to delve deeper into the minds of your customers, but B2B is in dire need of redirecting their focus to their customer pool.
https://customerthink.com/how-to-measure-b2b-customer-satisfaction/
If you’re running a business that deals with customers, which is every business, customer feedback is critical. Feedback gives you an idea of how satisfied your customers are with your products and services. Additionally, with the right services you can also figure out how to improvements to your products and services by leveraging the feedback you are gathering from your consumers.
So let’s take a look at seven (7) key methods you can use to get customer feedback and grow your business.
https://www.besttechie.com/7-best-ways-gather-customer-feedback/
Customer-centricity is integral to culture, a precursor to strategy and essential for sustained customer growth and retention. However, companies don’t get to decide how customer-centric they are. That’s decided by their customers.
For companies to understand, manage and profit from customer-centricity, they must implement an objective scoring system, create a performance baseline, and report results to know when customer strategies are working or course corrections are needed.
http://customerthink.com/how-to-measure-customer-centricity/
As of this week, the deadline for General Data Protection Regulation (GDPR) compliance is less than four months away. Though we hear quite a bit about how large multinational companies are getting ready for the May deadline, we wondered how small and medium-sized enterprises (SMEs) were preparing.
https://martechtoday.com/small-medium-businesses-preparing-gdpr-210406/
WordPress is one of the most popular content management systems available with nearly 75 million websites. What’s great about this open source software is that it offers well over 53,000 different plugins that gives users the opportunity to extend the functionality of their websites. These plugins can range anywhere from SEO tools and Landing pages to Social media integration and Caching tools. However, there are also several notable user feedback plugins that are great for kickstarting your customer feedback programme.
https://mopinion.com/top-10-user-feedback-plugins-for-wordpress/
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