eringilliam: customer-experience*

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  1. Businesses desire to make use of this insight, so “We’ve moved down a path to determine how to operationalize emotion, putting core insights on emotion into practices as we design, build and operate elements of the customer experience… This is not a prediction of how the customer will feel in the future; instead, it is an explanation of what they are likely to do as a result of feeling that way.”
    http://customerthink.com/use-data-science-to-understand-customer-emotions-and-decisions/
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  2. As part of its online vision, travel organisation TUI focuses on maintaining an enjoyable and meaningful customer experience. TUI.nl, in particular, is a channel that enables TUI customers to find the information that they’re looking for, get in touch with TUI representatives and ultimately book their next vacation. In other words, a very crucial and commonly used portal for bringing in and converting customers.
    https://mopinion.com/customer-success-story-tui-a-multichannel-feedback-solution-for-a-major-travel-organisation/
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  3. 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/
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  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/
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  5. 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/
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  6. 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/
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  7. Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’. There is no one way of doing anything when it comes to Customer Experience. The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them.
    http://www.customerexperienceupdate.com/customer-journeys/?open-article-id=6181085&article-title=customer-journey-management---it-s-not-just-about-the-mapping-&blog-domain=ijgolding.com&blog-title=ijgolding/
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  8. Without a systematic approach to aggregating and analyzing feedback in one place, it will be difficult for any company to showcase a unified Customer Experience (CX) or even provide additional perspectives that can enhance it.
    https://bizztor.com/in/can-ai-powered-cx-solve-data-silo-problem/
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  9. Many years ago I ran the support organization for a small software company. We had a whiteboard on the wall opposite the area of the office where my team sat. Everyone walking to the break room could see it. It showed the number of customer calls or emails we had each week, how many support tickets were still open, and how many we had resolved.

    Above it sat another sign that said, “We are not a black hole.”
    https://www.cmswire.com/customer-experience/are-your-customers-shouting-into-the-void/
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  10. We start 2018 facing an experience gap – that’s to say a gap between what customers need from their experiences with brands and organisations and the quality of the experience that they actually receive. Improvement of customer experiences stalled from 2016 to 2017 in many markets. Despite talk, action and investment in VOC & CEM programmes, few companies are making any headway in responding to customers’ journey needs and experiences for customer have become ‘average’ at best.
    https://customerthink.com/is-dark-data-the-key-to-closing-your-customer-experience-gap/
    Tags: , , by eringilliam (2018-02-01)
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