eringilliam: customer-feedback*

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  1. Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.

    So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.

    Making your VOC program best-in-class isn’t simple, but there are certain things that can be detrimental to it. Things you should ideally avoid doing. So, we decided to make a list of the 5 main things that can sabotage your Voice of Customer program.
    https://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
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  2. If you’re not actively gathering customer feedback—and acting on this feedback—you’re losing out. Why? The happier you make your customers, the more likely it is that you’ll retain them. Bearing in mind that it’s six to seven times more expensive to acquire a new customer than it is to retain an existing one, I’d say you should definitely invest your time and effort into making the most of your customer feedback.
    https://www.allbusiness.com/5-ways-customer-feedback-can-help-beat-competition-115931-1.html/
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  3. We need our emotions to help us make decisions. Without sadness, anger, and disappointment, we wouldn’t know when something has gone wrong or how to fix it. Similarly, our excitement and sense of pride tell us what we are doing right and remind us to keep doing more of it.

    This not only affects our personal lives and relationships, but our professional ones as well, especially when it comes to ecommerce and online reviews.
    https://blog.smileback.io/the-emotional-science-behind-bad-customer-feedback-/
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  4. 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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  5. 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/
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  6. On eBay, there’s one factor that will increase your sales more than anything else—positive feedback. It’s the first thing potential buyers look for, and if you don’t have it, they’ll go find someone who does.

    Surveys show that up to 97 percent of customers incorporate feedback into their decision when buying online, while 85 percent trust online reviews as much as a personal recommendation. With over 160 million buyers on eBay, that’s a lot of business to lose out on. Let’s take a look at what you can do to maximize your feedback and increase sales on eBay.
    https://www.xsellco.com/resources/customer-feedback-ebay/
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  7. "This is a guest post by our friends over at Nicereply. Jakub Slámka will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Read on for a great post!"
    http://www.customerexperienceupdate.com/feedback/?open-article-id=7086334&article-title=4-mistakes-you-must-avoid-with-customer-feedback-surveys&blog-domain=kayako.com&blog-title=kayako/
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  8. Today, retailers must accommodate a wide variety of customer demands: customers who “pre-shop” for merchandise online before they ever enter a store, customers who want one-day or even same-day delivery, and customers who want more personalization, a larger assortment, a more fulfilling experience and non-stop entertainment, according to a new report from BRP. Customer-led demand is driving retailers to transform their business to be more customer-centric.
    https://apparelmag.com/how-customer-feedback-helps-retailers-do/
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  9. The long-term quality of feedback you get from customers is directly correlated to the actions you take based on that feedback, and the feedback you give to the customers who made the effort to respond to you.
    https://www.cmswire.com/customer-experience/developing-a-circle-of-customer-organization-feedback/
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  10. Customer feedback is important. Period. It’s useful for everything from employee training to product improvements to marketing. There’s no denying its value. But mobilizing customer feedback is still a challenge for businesses — not just how to collect it, but also how to use it. While Gartner Research says more than 95 percent of organizations measure customer feedback in some way, Temkin Group reports that only 10 percent of companies consider customer experience metrics in day-to-day decision-making. Below are three tips for making sure you’re getting the most out of customer feedback.
    https://marketingland.com/take-customers-off-mute-3-tips-customer-feedback-204974/
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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.