From a single blog to a full-blown website, any new digital marketing project goes through several iterations before launch. Each stage of the project presents an opportunity to discuss the plan, make changes, and get buy-in from the entire team. When clients skip this opportunity or fail to understand its importance, bad things happen.
https://www.business2community.com/digital-marketing/need-provide-feedback-every-stage-project-01961070/
One of the best things you can do to advance your career is elicit real-time feedback at work.
You will gain a clearer understanding of what you’re doing well—and what you can change—in the moment. That is more powerful than hearing feedback after the fact.
https://www.businessmanagementdaily.com/51486/need-real-time-feedback/
One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be “How do other companies take action on their customer feedback?”
https://www.maritzcx.com/blog/havent-able-take-action-cx-feedback/
Here are 5 Things organisations who are best at taking action with customer feedback have in common.
https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
In 2012, just about the time people started putting the word digital and the word experience together, Michael Hinshaw, then CEO of San Francisco-based McorpCX – now its president, described digital experience as the following. “Digital experience, isn’t an IT-driven initiative; it’s a customer-needs driven initiative," he wrote in an opinion piece for Adobe owned CMO. He also added that there is a huge difference between simply using technology and actually using it to improve customer experiences that address the customer needs.
https://www.cmswire.com/digital-experience/why-web-cms-and-digital-experience-platforms-are-different/
This article explains the why, when, what, how, where, and who of user testing for mobile friendly websites or apps. The sooner you find out your what is wrong with your *brilliant* concept, the easier, quicker, cheaper (and less embarrassing) it is to put it right or – if it is a total flop – go back to the drawing board.
That is why it is never too early to start testing and why testing should be ingrained into the design and development schedule.
https://www.clickz.com/why-user-testing-should-be-at-the-forefront-of-mobile-development/97325/
Over the last few years the financial services sector has made significant improvements in the decisions it makes that affect customers. The major fines that resulted in big newspaper headlines a decade ago have dwindled, but at the same time customers still lack trust. A YouGov poll last year found that more than half of British consumers (55%) don’t think banks are working in their customers’ best interests. Given that it has never been so easy to switch a bank account or change insurance companies this has long-term negative consequences for financial institutions.
Today’s more demanding, sceptical consumers won’t hesitate to jump ship if they feel they are not getting the service they want, so it is incumbent upon companies offering financial services to improve customer satisfaction, build loyalty and reduce churn. Surely this is common sense? Making customers happier increases their long-term commitment, provides up-sell and cross-sell opportunities and drives profitability. Which begs the question, why is this still a problem?
The likelihood is that the financial services sector is not effectively listening to client feedback.
http://www.bobsguide.com/guide/news/2018/Mar/16/why-understanding-the-voice-of-the-customer-reaps-long-term-dividends/
Capturing the Voice of the Customer at every touchpoint in the online customer journey is critical in the travel industry. Nearly “75% of consumers expect to be able to provide real-time feedback on their experiences” whilst on travel websites.
https://mopinion.com/travel-companies-voice-of-the-customer/
Nobody likes performance reviews. It’s definitely not easy to hear about one’s shortcomings. But for Robert Pasin, the chief wagon officer of Radio Flyer, feedback is essential for continuous growth and improvement. It can be both transformative and redemptive. That’s why he calls it “the breakfast of champions.” His company, Radio Flyer, the maker of the original little red wagon, tricycles, scooters and other ride-ons, has been privately held and family-run since 1917. How do you stay in business for a century? How do you bring smiles to children and families around the world, and create warm memories that last a lifetime?
https://www.entrepreneur.com/video/302891/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
User Feedback News is a global community of people working or interested in User Feedback, UX and technology.
