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/
Getting to the top of your industry is no easy task, but staying there is a whole different ballgame. Those at the top do, however, have one thing in common: They understand the value of a winning customer experience (CX) strategy, and they measure it effectively to produce a CX currency that can be utilized by executives and team members at every level of the company.
https://www.forbes.com/sites/forbescommunicationscouncil/2017/08/21/how-listening-to-customer-feedback-can-help-you-maintain-your-place-at-the-top/#31b48dfb1248/
There are still online marketers who say that customer feedback is extremely valuable, but that they don’t know where to start. Often to their surprise, the influx of customer feedback is overwhelming. They did not expect beforehand to receive that much information. Nor the diversity thereof. How naive they were…
https://mopinion.com/how-to-analyse-customer-feedback-with-the-use-of-labels/
Customer feedback can help you understand what features to add, what features to get rid of, and where to direct your development efforts. Adding it into your marketing plan is a no-brainer. But mobile app companies have a unique challenge. When it comes to communicating with customers, they’re at the hands of Apple and Google.
Because these two giants privatize your customers’ information, it’s impossible to get feedback in conventional ways. Unless your users create an account, you can’t email out a survey to a customer or email list, or search for your customers on social media. You have to be creative. Thankfully, mobile app companies have found savvy ways to get feedback from their users. In this post, I’ll explain how you can learn what customers really think of your app...
https://blog.kissmetrics.com/feedback-from-mobile-users/
Surveys might be undermining every customer experience improvement you’re trying to implement. While that may sound counterintuitive, according to a 2016 study of customer perceptions by CEB (now Gartner), 75% of customers agree that their survey experience influences their overall impression of a company ("Closing the Customer Feedback Loop," Gartner's CEB Leadership Council). In short, customers see their survey experience as a component of their customer experience; it’s another touchpoint that impacts their overall relationship. Yet, the increasing ease with which surveys can be created (sometimes without regard for best practices or sound research methods) has led to an ever-increasing number of feedback requests — threatening the quality of those survey experiences and potentially eroding companies’ brand image or increasing customer friction. As a result, organizations must reflect on their survey practices and ask, “How do we adapt to effectively capture customer feedback while improving the customer experience?”
https://www.salesforce.com/blog/2018/03/how-salesforce-is-leading-customer-feedback.html/
Mopinion is proud to announce the launch of its very own survey marketplace! It’s the perfect way to learn more about the ingredients needed to create and employ powerful online surveys. Choose from one of our eight survey template categories and access nearly thirty live template examples, a list of benefits for each survey, and advice on which questions to use.
https://marketplace.mopinion.com/survey-templates/
One of the fastest growing companies in the digital customer experience space, Mopinion believes online customer feedback is a crucial ingredient to the success of digital-first companies.
https://mopinion.com/mopinion-will-showcase-leading-online-feedback-platform-marketing-week-live-event/
How do we know our customers are happy? How can we find out if we’re doing a good job? Or maybe more importantly, how can we find out if we’re doing a bad job?
We need to know what our customers, clients, members, guests, etc., think about doing business with us. It’s validating to know we’re doing a good job. And, if we happen to learn that we’re not, then we can do something about it. Not just for that individual customer who has a complaint, but for all future customers who might have the same complaint. So, how do we find out?
https://www.forbes.com/sites/shephyken/2016/07/16/nine-ways-to-get-customer-feedback/
Alternatively, other businesses do care about their customers but they really don’t feel that asking their feedback generates significant value. After all, they have previously been thriving in their business for decades without actually asking their customers about their thoughts and experiences.
https://mopinion.com/pros-and-cons-of-feedback-collection-types-over-the-years/
We explored using social media for customer feedback with Mandy Yoh of Review Trackers! In the discussion, we talked about why we share feedback with the products/services we use, the best ways to collect and utilize feedback, and strategies for responding to all kinds of feedback!
Catch our weekly Twitter chat, #bufferchat, at TWO times every Wednesday for valuable industry insights and networking with nearly 400 other smart marketers and community managers. Same topic, same place, just at different times – feel free to join in to whichever chat time works best for you!
https://blog.bufferapp.com/social-media-for-customer-feedback-a-bufferchat-recap/
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