One of the hardest things about design is keeping track of the terminology. There are many words to learn, and definitions frequently overlap. But don’t think for a moment that any two terms mean the exact same thing. Distinctions abound. Abbreviations matter.
So it is with user experience and customer experience design, or UX vs. CX. The two disciplines are so closely related, their differences so murky, that they are sometimes used interchangeably.
http://fastcompany.com/90442611/branding-is-dead-cx-design-is-king/
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/
Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
https://mopinion.com/state-of-customer-experience-cx/
A recent survey by Stanford Social Innovation Review confirmed a surprising fact: in an era where customer feedback is ubiquitous in the for-profit world, both doers and donors in the social innovation sphere struggle to systematically understand the preferences and experiences of the people they are seeking to help: the nonprofit customer.
To be sure, social innovators want to understand their client’s needs. The survey found that 88% of 1,986 respondents reported that “gathering feedback” was one of their priorities in measuring impact. But only 13% were using it as a top source of insight for improving services; and two-thirds said that lack of staff capacity and resources were the major barrier to implementing feedback systems.
https://hbr.org/2019/02/why-customer-feedback-tools-are-vital-for-nonprofits/
I sat down to watch the finale of my favorite sci-fi series on a recent Sunday evening when I discovered that I had been locked out of my TV streaming service. After struggling to find a solution online, I fired off a tweet asking the company for help. The company responded a few minutes later: "I'm so sorry you're having trouble connecting to your account -- DM us your phone number, and we'll have a customer service representative call you back soon." I DMed my number, and asked, "Why can't you just help me here? And how long will it take to get a call back?"
No response.
After 10 minutes, I gave up and just called them (my least favorite way of getting help). I waded through a complex phone menu, then waited on hold for 20 minutes before finally getting through. Though the representative was very nice and resolved my issue quickly, it was too late -- I was incredibly upset that I'd wasted almost an hour of my Sunday evening for a pretty simple issue. I didn't care how sorry the company was, or how friendly the agent was when I eventually got through. I especially didn't care for hearing "your call is very important to us" every two minutes as my evening dragged on. I just wanted my problem solved quickly and easily, and ideally without having to actually speak to anyone. The same holds true for countless others today. Welcome to the era of the bullshit-proof consumer.
Almost anything is now possible at the touch of a button -- ordering a taxi, controlling your home, running your business or even finding true love (or whatever kind of love you're looking for). But, customer service has fallen behind. Inspired by the Zappos model (phone anytime and speak instantly to a highly motivated customer service agent), many brands started training their agents to deliver the best possible service; to throw away the script and to be human, emotive and caring. But, maintaining this level of service at a large scale is expensive -- so expensive that the same brands began to make it increasingly difficult for consumers to actually speak to the agents they'd trained so intensely. Phone numbers became buried deep in websites, and phone menus were designed to encourage people to give up before they actually got through to anyone.
Read the full article.
https://www.entrepreneur.com/article/320202/
Mopinion released a new machine learning technology within its digital feedback analytics platform: automatic feedback categorisation. This technology employs machine learning techniques that make the analysis of qualitative feedback data – by way of labeling and categorisation – a much more fluid and systematic process.
https://mopinion.com/machine-learning-technology-for-advanced-feedback-categorisation/
Developing a successful mobile app can be a demanding task that requires a lot of thought and understanding of what the customer needs. So what better way to explore what the customer needs than to ask them directly? Customer feedback makes that all too simple. So get started and try one of our free mobile app survey templates from the Survey Marketplace!
https://mopinion.com/mobile-app-survey-templates/
Customers are the most important cog in your business. Without them, you don’t have a business. But, despite all the tools we have today to create emotion-rich experiences for buyers, many marketers still struggle to understand their customers and what they really want. This just doesn’t cut it any more, particularly when consumers are actively seeking out connections with the brands they purchase from rather than one-off buying frenzies.
https://mopinion.com/4-steps-successful-customer-obsessed-marketing-strategy/
Website Intercept Surveys are an ideal solution for many businesses. Not only do they have high response rates, but they are also effective in giving your business the necessary insights to improve website usability and customer satisfaction as well as achieve long-term goals such as customer retention. However, creating and employing website intercept surveys isn’t always a straightforward process. Some teams require a little extra guidance in constructing these surveys. That is why we’ve created this clear cut overview of the best website intercept survey templates to help get you started.
https://mopinion.com/the-best-website-intercept-survey-templates/
Managing a better user experience is critical to almost every business. After all, it is part of the way that a customer engages with your company and/or your brand. It's important to get it right so that the customer has a positive experience. Without a good experience, you can lose customers and that can hurt your bottom line in the long run.
https://www.forbes.com/sites/forbestechcouncil/2018/07/24/12-ways-to-improve-a-customers-user-experience/#499a322a1fc7/
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