eringilliam: cx*

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  1. The business climate is changing fast, regardless of what sceptics say. To adapt to the new environment, businesses across all sectors need to understand the magnitude of the shifts taking place. They may seem small and incremental right now, but would you know when a critical mass is reached? And would you know well enough in advance to plan for it?

    Just think of climate change as an analogy and the City of Cape Town as an example of how catastrophic the results can be when you don’t pay attention to the small changes, or wait and act when it’s already too late.
    http://www.marklives.com/2018/04/the-cx-files-the-cx-metrics-that-matter-most-to-customers/
    Tags: , , by eringilliam (2018-04-13)
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  2. Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identify the drivers of an outcome metric such as Loyalty or CSAT. Some are more common, some less, and there are many varying schools of thought on how to implement techniques. What’s the right way of doing it? It all depends. It depends on the business objective, the need for information, and how the findings will be used.
    http://customerthink.com/what-drives-loyalty-really-do-you-want-a-car-with-four-wheels-or-good-service/
    Tags: , , , by eringilliam (2018-03-28)
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  3. Many companies are striving to launch customer experience (CX) programs that will improve their growth, margin, and customer retention. In working with our clients, one of the challenges we see is a tendency to view CX as a tactical effort–something designed to seek out and resolve customer annoyances, particularly in customer service interactions. As a result, company’s CX focus can be narrowed to activities like enhancing customer care processes, front-line employee performance, customer care hiring, and call center training. While these are all good and necessary efforts, this sort of myopia misses the point of what CX really is and what it can do for your company.
    https://which-50.com/leaderships-essential-role-in-customer-experience/
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  4. Wouldn’t it be great if you could predict how much revenue you’d be receiving 2 months from now? 6 months from now? A year from now? Finance departments take lots of factors into consideration when trying to make long-term revenue predictions, but often fall short because they’re not seeing the whole picture. In this edition of #CXSecrets, I’m going to reveal how measuring customer experience can help companies more accurately predict long-term revenue.
    https://www.business2community.com/customer-experience/cx-secrets-not-measuring-cx-like-not-counting-money-02024096/
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  5. Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.

    The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.

    You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
    https://customerthink.com/avoid-these-5-survey-mistakes-to-gain-more-cx-feedback/
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  6. Voice of the Customer (VoC) software is intended to capture the opinions and preferences of online customers, analyse those insights, and supply businesses with the means to create meaningful changes in digital customer experience (CX). As priorities are continuously being placed on CX initiatives, it’s safe to say that these kinds of software aren’t going anywhere anytime soon. Not to mention, having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?
    https://mopinion.com/alternatives-competitors-of-opinionlab/
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  7. Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
    https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
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  8. Customer experience is the new global currency for companies looking to invest in differentiation and growth. Best-in-class firms have leaped in eagerly, capturing customer feedback at every touchpoint, closing the loop quickly and integrating efforts across their entire organization.

    There are many different theories on how to build and sustain a customer experience program, and advancing technology continues to provide lots of cutting-edge measurement, reporting and planning tools. However, understanding foundational components is essential for company leadership as they look to adopt best practices. Here are five basic concepts to help firms raise their CX game.
    https://customerthink.com/5-components-of-a-great-customer-experience-program/
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  9. 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/
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  10. Customers demand relevance and real value from marketing in exchange for loyalty now. The true value of personalization can only be harnessed when organizations work on capabilities that are founded on enhancing Customer Experience (CX).
    https://retail.economictimes.indiatimes.com/re-tales/how-can-brands-personalise-customer-experience/2929/
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