Choosing the right user feedback software, or any type of software for that matter, is a very delicate process for many businesses. Typically, the team (or role) appointed to choosing the software will start by gathering key criteria that is considered important for the business. Then they must find a suitable vendor that meets that criteria and hope that the implementation process goes as smoothly as possible. On the surface this may seem like a fairly simple task, however, according to an IBM study, only 40% (less than half!) of IT projects meet schedule, budget and quality goals.
https://mopinion.com/9-tips-for-choosing-the-right-user-feedback-software/
NEW YORK: Over the past year, I stopped responding to customer surveys, providing user feedback or, mostly, contributing product reviews. Sometimes I feel obligated – even eager – to provide this information. Who doesn’t like being asked their opinion? But, in researching media technologies as an anthropologist, I see these requests as part of a broader trend making home life bureaucratic. Consumer technologies, whether user reviews and recommendations, social media or health care portals, involve logistical effort that means more administrative work at home....
http://www.channelnewsasia.com/news/commentary/commentary-how-we-end-up-doing-companies-work-for-free-9368572/
For some time now there has been much hype and hopeful news that Net Promoter Score (NPS) was perhaps after all the Holy Grail of customer satisfaction measurement: one single question with a link to business KPIs. Yet over time the number of sceptics has grown, and they have become more vocal. As professionals that have worked with clients using NPS and other customer satisfaction metrics, we would prefer to take a more balanced view of NPS. We also decided to discuss this view with our associates in the United States and AsiaPac region so we could get a global perspective and draw up the advantages and disadvantages of NPS, with special consideration given to NPS as a predictor of future customer loyalty.
http://www.customerchampions.co.uk/net-promoter-score-nps-a-balanced-view/
Improving your website’s user experience used to be based largely on speculation around user preferences coupled with some cursory research. You could create a hypothesis, but confirming your hunches required extensive, time-consuming and inefficient testing. And what users told you about their own behavior wasn’t always inaccurate. In other words, effective optimization was hard.
That’s all changed. Today, you have far more efficient methods of understanding customer behavior available to you as a marketer. By collecting behavioral data for every visitor on your website, you can begin to understand where they are struggling, and use data-driven insights to improve the user experience.
https://www.clickz.com/how-to-use-behavioral-data-to-enhance-your-websites-conversion-rate/113377/
92% of US-based multinationals see the GDPR as their top data security priority over the next 12 months with 77% of businesses planning to spend over $1 million on GDPR compliance efforts. Here we look at some of the ways in which technology can help streamline this process and explain some of the opportunities presented by getting your ducks in a row.
With the European Union General Data Protection Regulation (EU GDPR) due to come into full effect on 25 May 2018, the onus is on compliance efforts for businesses worldwide. Over 90% of US businesses see this as their top data security priority over the next year, and technology will be the defining factor in their attempts to abide by the new rules.
https://www.clickz.com/gdpr-the-role-of-technology-in-data-compliance/113865/
Most entrepreneurs recognize the importance of great customer service and the importance of rewarding employees for great performance. Put these two things together, and it makes sense for companies to tie the size of their employees’ paychecks to the ratings they receive on customer satisfaction surveys.
More than 90 percent of US companies have shifted a greater percentage of their payroll to variable pay to increase engagement and retain talent, according to Aon Hewitt. Pay-for-performance plans are becoming common for customer-facing roles because frontline employees can directly shape the customer experience, and how people perceive the brand. A full 43 percent of companies base some portion of frontline pay on customer feedback ratings, according to a 2017 Accenture-Medallia survey.
https://www.forbes.com/sites/groupthink/2017/08/24/how-to-pay-employees-based-on-customer-feedback/#cea0cd520b3a/
For many (really many) years now we’ve been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm – that’s been in the make for decades – started being felt.
The disconnect between what we believe as businesses to be valuable for customers and what customers – people – see as valuable. The signs, research and impact are known since so long. Just take the famous customer experience delivery gap I mentioned here.
https://www.i-scoop.eu/the-harsh-truth-about-customer-focus-in-the-board-time-to-get-real/
A few years ago I attended an event, organized by our partner BT Global Services. When talking about digital transformation, back then a relatively new term, several CIOs reminded how they always had transformed, illustrating their statements with state-of-the-art projects across a broad range of business functions, processes and technologies of the SMAC stack such as cloud computing (a major area for BT Global Services).
It needs to be said that the average CIO attending the event worked for a large enterprise, the typical customers of BT Global Services. Now that digital (business) transformation has become a broadly adopted and – admittedly – often somewhat misunderstood term, what are CIOs thinking about digital transformation? Isn’t it just a matter of a few CIOs or projects anymore? How does it impact them?
https://www.i-scoop.eu/cio-views-digital-transformation-meet-digital-cio/
One: workers spend far too much time seeking the information they should have immediately available in order to effectively do their job. Two: the time that these workers need to successfully do their job is restricted by all sorts of tasks and activities which hinder them from de facto being successful. Among these tasks and activities: seeking information, which links both classic challenges.
It’s a challenge for knowledge workers and beyond in times where information, collaboration and new skillsets are required to be effective. In this article we focus on salespeople and what stands in their way to be effective, from a perspective of time, information and activities they (have to) spend too much time on, keeping them from their actual task which in the case of salespeople is still selling the last time we checked.
https://www.i-scoop.eu/increasing-selling-bandwidth-selling-time-sales-teams/
Do you feel like a content marketing loser? Like even though you’re using the same strategies as the celebrity bloggers, the crowd keeps passing you by? In a super post about “getting lucky” in the content marketing world, Tracy Feit Love breaks it down to this memorable example:
“Two guys walk into a bar (humor me here). The first guy walks up to a woman and says, ‘Hi. I make a lot of money and drive a really fast car, so you will definitely want to go out with me. Here’s my number. When you’re ready to go out, call me.’
https://www.i-scoop.eu/succeeding-content-marketing-five-tips/
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