Earlier this month I attended Social Media Marketing World, the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. The room I spoke in this year was three times larger than last year’s room, and we packed the house.
https://customerthink.com/how-to-turn-social-media-customer-service-into-a-marketing-strategy/
Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story.
Just because your satisfaction levels have fallen may not be due to a faulty product as first predicted – you might need to look a bit deeper to discover that actually, the customer service hasn’t been satisfactory or the website is too confusing when purchasing items.
Whatever it may be, the common denominator doesn’t always mean it’s right. So, the data is in front of you, but what next?
http://customerthink.com/how-to-understand-the-truth-behind-customer-feedback/
Improving your website’s user experience used to be based largely on speculation around user preferences coupled with some cursory research. You could create a hypothesis, but confirming your hunches required extensive, time-consuming and inefficient testing. And what users told you about their own behavior wasn’t always inaccurate. In other words, effective optimization was hard.
That’s all changed. Today, you have far more efficient methods of understanding customer behavior available to you as a marketer. By collecting behavioral data for every visitor on your website, you can begin to understand where they are struggling, and use data-driven insights to improve the user experience.
https://www.clickz.com/how-to-use-behavioral-data-to-enhance-your-websites-conversion-rate/113377/
If you’re using WordPress to power your site, the good news is there’s a number of clever techniques and tools you can use to generate customer feedback.
Collecting customer feedback on your website is one of the most effective means of quickly identifying areas of your site which need improvement, with the goal of increasing traffic levels, sales and repeat visitation across your site.
https://cyberchimps.com/use-customer-feedback-improve-wordpress-site/
Digital feedback has the potential to have a far-reaching business impact on things like customer loyalty and revenue. But only if it’s harnessed correctly.
For instance, there are a handful of absolutely critical strategies you should be following, such as making sure you capture the right data.
That may sound easy, but it is surprising how many large businesses do not get the basics right?
https://which-50.com/draft-use-digital-feedback-deliver-better-customer-experience/
Facebook Insights is a highly useful tool for all Page managers looking for more information on their social performance and brand following.
In fact, Facebook has recently announced the introduction of new metrics for the Insights page with the aim of offering improved measurement. All Page owners should start noticing the addition of:
-Follows
-Previews
-Recommendations
As the number of metrics increases, which ones are the most important for every Page manager?
There are many metrics to analyse when managing a Facebook Page, but some of them can be the starting point for a wider understanding of your audience and the performance of your posts. Here are the metrics you need to observe on a weekly basis, along with what you can learn from each one of them:
https://www.clickz.com/how-to-use-facebook-insights-to-track-the-success-of-your-social-strategy/112006/
Exciting things are happening within your company and you want your customers and prospects to know about it! Whether it’s sharing new product updates, announcing new customers or sharing your latest blog posts, newsletters are a great way of keeping a wider audience in the loop with your business’ latest developments. And if done the right way, email newsletters can serve as a critical digital marketing asset. But how do you know if the content, design and overall message you’re sending out in your newsletters is ‘right way’? Well you can’t really know unless you’re using feedback surveys in your email newsletters…
https://mopinion.com/how-to-use-feedback-surveys-in-email-newsletters/
Creating or enhancing your website can take a lot of time and effort, especially when you factor in user feedback. The process involves lots of emailing back and forth, revisions to pages, and meetings among designers and developers as well as various other teams within the company. Well, at least that’s how it used to be done. Luckily, today there are various types of visual feedback tools on the market that enable web designers and developers to establish and optimise their websites.
https://mopinion.com/how-to-use-visual-feedback-for-web-design/
Net Promoter Score has been and continues to be, one of the most trusted metrics used by brands to measure the health of customer relationships for 15 years. Many experts touted it as the one number you need to know when planning growth. Traditionally under the purview of customer experience and customer success teams, NPS has become the go-to metric for customer ranking.
https://thenextweb.com/contributors/2018/01/09/use-net-promoter-score-get-actionable-insights/
Testing (or experimentation) is a popular method for many organisations looking to optimise their digital channels, whether that’s websites, mobile apps or even email campaigns. This is important as having optimised channels can contribute to happier and more loyal customers. The truth is though, that while many organisations have incorporated testing techniques such as A/B testing and split testing into their digital strategies, they still lack the contextual insights they need to make these tests a true success. And that is where online user feedback can provide a lot of value.
https://mopinion.com/how-to-validate-your-testing-with-online-user-feedback/
User Feedback News is a global community of people working or interested in User Feedback, UX and technology.
