“Customer churn” is one of those metrics that we learn to live with it, even when it invokes that (necessary) fear of failure in us. It’s important to keep in mind that the reasons why a customer would want to end or suspend their service are long and varied… and they won’t always be reasons that are in your control. Your client’s business might be restructured in a way where your product doesn’t quite fit, or they might close up shop.
But when customer churn happens because your customer feels let down? That’s what you want to mitigate, and what you definitely can.
https://www.business2community.com/brandviews/zendesk/turn-churn-around-reduce-customer-churn-01984552/
It’s quite evident that the online buying process is no longer a linear one. Consumers are entering eCommerce websites from a myriad of different devices and online channels. And in the midst of all this chaos, your business needs to find a way to reel these consumers in as well as nurture them once they’ve entered your website.
https://mopinion.com/optimising-the-online-customer-journey-for-ecommerce-websites/
Anyone who’s ever manned a support queue knows that one angry customer can ruin your whole day. You’re busy tackling cases when a scathing email suddenly knocks the wind out of you. Even if you’re a seasoned support agent, it’s hard to not take it personally.
Responding to angry customers is one of the hardest parts of the job, but also one of the most important. Unhappy customers tend to be more blunt and open with their feedback, and engaging with them productively can go a long way.
So how do you do it?
https://www.business2community.com/customer-experience/making-best-negative-product-feedback-01967133/
Gathering user feedback is a key element of a DevOps strategy, but you have to be proactive in collecting that feedback.
For DevOps teams to make a successful product (and maintain that product to improve user retention), they need to understand how people are using the app, and what they think about it. In DevOps, everything revolves around communication between product managers, software developers, and operations professionals, but open channels to customers and active users are relatively scarce. Product managers may have a finger on the pulse of collected user feedback, but that can only get you so far.
https://www.informationweek.com/devops/how-your-devops-team-should-procure-user-feedback-/a/d-id/1330504?&/
Good news for all you WordPress lovers out there! Mopinion now offers a WordPress plugin that enables WordPress-based websites to easily run Mopinion software on their site and start capturing customer feedback for free.
In case you’re not yet familiar, WordPress is one of the most popular content management systems available with nearly 75 million websites. Now, any one of those 75 million sites can download the Mopinion plugin and have feedback forms running on their website in a matter of seconds.
https://mopinion.com/mopinion-offers-feedback-plugin-for-wordpress/
Customer feedback is important. Period. It’s useful for everything from employee training to product improvements to marketing. There’s no denying its value. But mobilizing customer feedback is still a challenge for businesses — not just how to collect it, but also how to use it. While Gartner Research says more than 95 percent of organizations measure customer feedback in some way, Temkin Group reports that only 10 percent of companies consider customer experience metrics in day-to-day decision-making. Below are three tips for making sure you’re getting the most out of customer feedback.
https://marketingland.com/take-customers-off-mute-3-tips-customer-feedback-204974/
In this article by Typeform, Paul Campillo will show you the value of choosing NPS as your next customer feedback questionnaire.
http://www.customerexperienceupdate.com/feedback/?open-article-id=6216901&article-title=nps--achieving-brand-loyalty-by-closing-the-feedback-loop&blog-domain=kayako.com&blog-title=kayako/
Customer centric leaders come in all shapes, forms and sizes. I’m just kidding, they aren’t products that you can pick from a supermarket shelf. Nevertheless they all have one thing in common: a profound passion to serve the customer and give them the best experience possible. Not all customer centric leaders possess the skills that they should, but these are skill is one that can be acquired.
Learning from some of these global customer centric leaders you too can streamline your company to become customer centric and work from there.
What are the must-haves for a customer centric leader?
http://customerthink.com/top-10-must-haves-for-a-customer-centric-leader/
User Experience (UX) is somewhat of an ambiguous term. After all, how do you determine what is good UX and what is bad UX? Where do ‘they’ draw the line? And how do you know if you’ve got things under control? Offering up a superior digital user experience is becoming increasingly important among businesses and customers alike – which means you’re going to need the answers to these questions if you want to succeed in achieving a good UX. A great way of learning more about the quality of the UX you provide is by testing and measuring it using User Experience Testing Tools.
https://mopinion.com/5-types-user-experience-testing-tools/
Finding meaningful insights in end-user feedback has long been a white whale chase for IT pros. What truths lie beneath the murky depths of user opinion, and how can IT track them down faster? More importantly, is doing so even worth IT’s time? This post will present answers to those questions and offer up strategies for how to utilize the input of an increasingly tech-literate workforce to ultimately improve end-user experience and boost employee productivity.
https://www.lakesidesoftware.com/blog/74-it-leaders-collect-end-user-feedback-what-are-they-getting-it/