The technology industry is – without a doubt – fiercely competitive. This is especially true for startups that offer Software as a Service (SaaS) as their survival obligates them to meet demands of constant innovation, adaptability and customer satisfaction. Consequently, these businesses must know how to successfully exploit new opportunities for growth as well as deliver an exceptional customer experience.
As a fellow SaaS company, Mopinion is very familiar with all the ins and outs of making a product successful and maintaining a certain level of innovation, while simultaneously meeting the needs of current and future customers.
https://mopinion.com/how-customer-feedback-facilitates-growth-for-saas-startups/
Annual customer satisfaction research tend to provide organizations with a general insight into what customers think of them. Based on the results, ‘general action’ is taken. The customer service department is told to do things differently, sales employees are sent to training days and attempts are made to make the logistic process more efficient.
In reality, these are all solutions that customers might experience the benefit of in the long term. But short term, they don’t see any change at all. There concrete complaints turn into negative emotion and they will only remember the truly negative contacts they experienced. Problems that will only be solved long term, by which time that particular customer is long gone and won’t benefit from improvements at all.
https://www.cx.management/the-importance-of-customer-feedback-during-the-entire-customer-journey/
In today’s Internet-driven world, customers have more power than ever. If customers have a positive customer experience, they will share this experience with friends, family and connections, which in turn can lead to new business. All at zero cost. But what happens if you fail to provide a positive customer experience?
https://www.superoffice.com/blog/customer-complaints-good-for-business/
Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business:
-Your product team can use them to find product-market fit and get customer feedback.
-Your marketing team can use them to improve messaging and support a better sales process.
-Your customer service team can use them to make customers happier and more satisfied.
But because all these teams rely on surveys, it’s vital to be surveying customers correctly.
https://www.kayako.com/blog/customer-feedback-survey/
There are a variety of different ways to collect customer feedback, and surveys are usually the first method that comes to mind.
But that's not the only way to figure out what your customers are saying about your product -- in fact, you could be missing out on valuable customer feedback coming in through a different channel: social media.
https://blog.hubspot.com/customer-success/social-media-customer-feedback/
Digital feedback has the potential to have a far-reaching business impact on things like customer loyalty and revenue. But only if it’s harnessed correctly.
For instance, there are a handful of absolutely critical strategies you should be following, such as making sure you capture the right data.
That may sound easy, but it is surprising how many large businesses do not get the basics right?
https://which-50.com/draft-use-digital-feedback-deliver-better-customer-experience/
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
When you’re running a small business, you fight for every customer, client and sale. That’s why it’s frustrating whenever something unexpected throws a wrench in the works. One of those unexpected wrenches for many small businesses is online reviews.
Positive reviews can springboard your business toward success, while negative reviews can seriously poison the well. In the past, businesses could afford to ignore them. That’s not the case anymore. Understanding reviews and knowing how to use them to your advantage is often the difference between going big and going home.
https://www.forbes.com/sites/forbesagencycouncil/2017/11/28/what-every-small-business-owner-needs-to-know-about-online-review-feedback/#4ae6c84833bf/
Review websites are big business. The Competition and Markets Authority, which investigates online reviews and endorsements, estimates that £23 billion of annual consumer spending is influenced by ratings.
https://www.thetimes.co.uk/article/dont-be-fooled-by-those-glowing-online-reviews-bt8snm85n/
What is Customer Experience Management (CEM)? Google it and you’ll find various definitions that explain this currently-buzz worthy concept.
We live in the age of the customer and it’s time to clarify what CEM truly means. Before I get into that, let’s define what CEM is not: collecting feedback, responding to feedback, or tracking your Net Promoter Score – none of these actions individually represent Customer Experience Management.
http://customerthink.com/five-things-that-will-redefine-customer-experience-in-2018/
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