Review websites are big business. The Competition and Markets Authority, which investigates online reviews and endorsements, estimates that £23 billion of annual consumer spending is influenced by ratings.
https://www.thetimes.co.uk/article/dont-be-fooled-by-those-glowing-online-reviews-bt8snm85n/
Social media plays an important role in brand building and engagement. Platforms like Facebook and Twitter give the brand a perfect option to reach out to their customers directly and organically. However, social media can also be challenging for businesses. Things can get out of hand when a customer shares a negative review on a public platform over which you don't have a control. The more bad reviews, the more brand will suffer.
https://www.entrepreneur.com/article/306371/
Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers. But as customers have become more aware and their expectations have risen, this “open-loop” system falls short. Customers expect that if they take the time to provide personal feedback, then someone should take the time to provide personal follow-up.
https://www.peoplemetrics.com/blog/5-necessities-of-an-effective-closed-loop-customer-feedback-program/
The past few years have been transformative for enterprise messaging. Organizations across the world are embracing team communication and collaboration platforms such as Flock and realizing efficiency gains.
Plus, with distributed teams becoming more common, enterprise messengers have become virtual meeting grounds and office spaces for teams everywhere. And with the launch and availability of APIs for almost every service, it’s become much more easier for enterprises to use and customize messaging apps. Bots have also become a key component of messaging platforms – both for personal use and in the enterprise.
https://www.techbullion.com/enterprise-messaging-key-trends-2018/
Brands in the digital world are owned by employees and customers. They now look for experiences, not processes. When you go to the bank to open an account, the ease and simplicity with which it happens to create the experience. The processes that support the creation of the experience are invisible to the customer/ consumer. That is for the bank to manage. The seamless manner in which experiences are designed depends on the seamless manner in which processes can flow seamlessly between departments.
https://blogs.timesofindia.indiatimes.com/just-like-that/5-principles-of-designing-experiences/
Today, marketers can add more flourishes than ever to surveys. They can ask customers questions at the cash register, the online shopping cart, in an email, or via text—or in all these places. They can also pile on as many questions as they want... They have the technology to do it, so why not?
https://www.marketingprofs.com/articles/2017/32272/three-customer-feedback-myths-that-deserve-busting/
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/
With the variety of website polls & mini survey tools in the market, it is easy to set up quick feedback sessions on your website. In this blog, I have listed down some set of questions that you can ask your users/customers. And I thought, touching questions in on the different business types will help you at best than splattering them aimlessly.
https://hackernoon.com/99-feedback-questions-to-ask-your-customers-90b8ba2657db/
You know that user feedback is crucial — after all, your users will decide whether your app succeeds or not — but how do you know whether users are being fair and objective in their feedback?
We can tell you: They won’t be. All of your users will be giving you biased feedback. They can’t help it.
https://www.smashingmagazine.com/2017/10/avoid-bias-ux-feedback/
Once you’ve built your prototypes based on the ideas you and your team generated, it’s time to gather feedback from the people on whom you are testing these. Optimising how you gather feedback — and, therefore, learn from your prototypes and users — is essential to help you save time and resources in the Prototype and Test stages of the Design Thinking process – and in any other human-centred design process. Being quick and efficient allows you to move rapidly from creating a prototype, to putting it out to test it, to gathering feedback, and finally to creating a new and improved iteration of your ideas. To maximise learning from your tests, we will share six best practice tips on how to gather feedback, as well as three methods (with downloadable templates!) on how you can organise your feedback.
https://www.interaction-design.org/literature/article/test-your-prototypes-how-to-gather-feedback-and-maximise-learning/
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