How do you know your customers are really satisfied and have achieved their desired outcomes while using your product or service? How do you understand your customer churn rate and avoid losing your customers before they actually walk away? With customer success software, you can do exactly all those things and so much more. That’s why customer success teams, account managers, and sales executives often rely on customer success software to achieve amazing results.
https://mopinion.com/top-10-customer-success-software-an-overview/
We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
As a tool for understanding the customer experience, feedback should be integral to your marketing strategy. But making sure that feedback leads to organizational change isn’t easy.
According to “Understanding Customers” by Ruby Newell-Legner, your business only hears from 4% of its dissatisfied customers. Of the other 96% who say nothing, 91% will never come back. Collecting feedback is an essential step towards understanding your customers. For small businesses, this is as easy as calling customers and having one-to-one conversations. But for larger enterprises, this approach simply isn’t feasible. So, what types of technological solutions can help you to effectively collect, interpret and action customer feedback on a large scale?
https://www.clickz.com/how-technology-can-turn-your-customer-feedback-into-action/111107/
CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?
For Shaun Wilton, Deb Heaphy and the rest of the CX team at Carsales.com, being at the top of their game is no reason to rest on their laurels. Working with technology from Zendesk, the team has dug deeper into customer insights to create a voice-of-customer (VoC) approach that seeks to deliver the best outcome for customers in all instants.
https://www.cmo.com.au/article/634161/how-carsales-lifted-its-cx-game-through-fresh-voice-customer-program/
Nailing the right product is hard. Sometimes you have to think outside the box to gather customer insights—before they even become customers.
https://www.fastcompany.com/40483379/three-weird-customer-insights-that-led-to-kick-ass-products/
Dutch-based Customer-feedback specialist now offers bespoke services to UK businesses with new London office.
https://mopinion.com/mopinion-launches-uk-operations/
Fast paced organisations are introducing more and more online sales and services. For example, look at the traditional banks that are transforming into IT companies offering virtual services and products. In short, we have ended up in a digital whirlwind in which the “corporate” slowly transforms into a “digital first enterprise”.
https://mopinion.com/four-tips-on-collecting-online-customer-feedback/
Since Mopinion’s launch in 2013 we have seen a rapid evolution in the needs and expectations of online customers. The proliferation of apps has accelerated this, with customer expectations that a convenient app will be available on their favourite smart device for all their purchasing and service needs.
https://mopinion.com/keeping-up-with-the-rapidly-changing-digital-landscape/
Research shows that 69% of online visitors are leaving your ordering funnels without completing the order. However, increasing conversions with only one percent can mean huge increases in new leads, revenues and profit.
https://mopinion.com/utilising-customer-feedback-to-increase-online-sales/
Where previously the primary focus was on quantitative data – for instance web analytics and A/B testing – nowadays mass amounts of online marketers are flirting with feedback tools placing themselves behind the buttons. This self-service approach has advantages and disadvantages for companies that want to work seriously with online customer feedback.
https://mopinion.com/self-service-customer-feedback-tools-for-your-website-pros-and-cons/
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