And…that’s a wrap for 2017! We are thrilled to report that we’ve published well over 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role.
https://mopinion.com/mopinions-top-10-hottest-blog-posts-2017/
Voice of Customer (VoC) technology presents as a digital loop closer for many of the systems which interact with the customer and produce data for driving better customer experience (CX).
With the rise of CX as an aspiration and a concept, VoC solutions have followed in their wake as a practical way to obtain, analyze and measure customer feedback across multiple channels. Many of these solutions can be automated and integrated across other systems and solutions.
https://www.cdotrends.com/story/14239/pumping-volume-voice-customer/
New Medallia study finds that companies with ‘robust listening posts’ were 60% more likely to improve CX than those without.
California based software company Medallia has released its latest report on analysing and implementing unsolicited consumer feedback, ‘Breaking The Code – Customer learning and innovation’ to improve customer experience (CX).
In partnership with Accenture, the report seeks to advise businesses on how to best develop consumer engagement strategies based on customer feedback. The report highlights listening posts, learning systems and customer-centric alignment as key focus areas for firms looking to enhance CX.
https://www.marketingmag.com.au/news-c/news-report-feedback-strategies-improving-cx/
What can marketers expect for 2019 – new year, same customers… the same, but different? In a marketing climate cluttered with data perspectives, too much is getting lost in the mix, including a focus on CX.
https://www.marketingmag.com.au/hubs-c/sponsored-sas-blending-data-cx/
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/
Customer experience is the key differentiator among loyalty marketers and mobile currently plays, and will continue to play, a starring role in its evolution, according to Krish Mantripragada, Chief Product Officer, Medallia.
Loyalty360 talked to Mantripragada about the future of customer experience.
https://www.loyalty360.org/content-gallery/daily-news/the-future-of-customer-experience-revolves-around/
User experience is defined as the overall experience of a person when using a product (such as a website), specifically referring to how easy or pleasing the product is to use. Digital user experience encompasses all aspects of a person’s interaction with your web or mobile site including behavior, actions, perceptions and satisfaction. Putting an emphasis on user experience will not only benefit your customers but will consequently deliver results for your company.
https://www.forbes.com/sites/toriutley/2017/02/28/5-ways-to-handle-conflicting-feedback-as-an-entrepreneur/#4413595f2514/
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/
With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-overview/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
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