We’ve all heard of Netflix – the media streaming service has around 118 million subscribers, and for Q1 of 2018 they posted a 42% increase in revenue from last year. One of the reasons behind these impressive numbers is that Netflix is a multi-channel success story. That is evidenced by the fact that although 70% of sign ups happen on mobile and desktop computer, 70% of total viewing then happens on TVs. In other words, users of Netflix engage with the platform on a variety of devices, so the transitions between these need to be seamless in order to deliver a truly multi-channel experience.
https://www.business2community.com/mobile-apps/what-we-can-learn-about-first-time-user-experience-from-the-netflix-app-02052094/
You can’t please everybody, and the people who design tech interfaces know this truth all too well.
These folks have to consider conflicting suggestions from users to improve the experience on their favorite platforms, but their customers aren’t the only
https://www.entrepreneur.com/article/309538/
In every meeting Jeff Bezos attends, there’s an empty chair among the C-suite employees and board members to represent the customer.
The idea is to remind decision-makers that customers can’t speak at the meeting, but the company still has to prioritize them.
For PMs at the drawing board, it’s easy to get lost in the numbers of usage behavior and statistics. They don’t look at the empty chair, but they still need to consider what the customer would think.
With so much behavioral data out there, what’s the use in pestering the customer to ask for insight? PMs are afraid to contact their customers through email, NPS surveys, or in-app messaging, too worried they’ll annoy users or get skewed data since only their happiest or unhappiest customers will respond. Asking your users for feedback sounds like a great way to give the customer a seat at the table.
https://www.appcues.com/blog/what-product-managers-forget-about-user-feedback/
When we think about apps, we usually think about what we can see on our smartphones. In reality, that only scratches the surface of a highly lucrative industry where software is changing the face of business.
There are countless bespoke apps out there commissioned by organisations who need tools that can help people do their jobs that bit more easily.
http://www.itpro.co.uk/business-apps/31487/what-makes-a-great-bespoke-business-app/
Up to speed on the new SCA regulation coming this fall? If not, you may want to pay close attention. Following the introduction of the GDPR, which had a huge impact on the handling of personal data last year, Europe is gearing up for another major shake up – this time in the payment sectors.
The Strong Customer Authentication (SCA) regulation will be introduced in Europe this fall, effective September 14th 2019.
https://mopinion.com/strong-customer-authentication-sca-regulation/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
Each and every page on your website / mobile app serves a different purpose, so why should your feedback buttons be any different? Well they’re not – at least not anymore which is something that many feedback companies have caught onto. In fact, most of these companies know that in order to get the best and most relevant feedback results, you (the user) will want to tweak your feedback forms so that they are aligned with the goals of specific pages or funnels.
https://mopinion.com/one-script-for-all-your-feedback-buttons/
Curious what the best practices are for gathering real time feedback from your online visitors? Perhaps you’re doing this already but struggle to manage the data and pick out important trends? If so, tune in to our upcoming webinar hosted by digital feedback specialist, Luke Price. In this webinar, we will focus on how financial institutions can gather and get the most out of their online customer feedback data.
https://mopinion.com/webinar-how-financial-institutions-can-use-online-feedback/
We want to make sure you have all the skills and resources you need to set your feedback programme into motion, which is why we recently launched a free series of onboarding webinars.
https://mopinion.com/watch-on-demand-mopinion-academy-onboarding-webinars/
A customer-centric approach has always been a fundamental strategy for business. However, lately it seems to have become more of an idyllic vision than a reality.
Technology allows us to reach customers across the globe. But, it has simultaneously driven us further apart. Whereas businesses used to be in tune with their customers' every need, many corporations today have gained a reputation for being both out of touch with their customers, and slow to innovate.
https://www.entrepreneur.com/article/308367/
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