Find and optimize for your “aha” moment - but don’t forget that there are next steps. The way you define "customer success" in your organization will vary - and chances are you’ll have more than one factor to consider.
https://www.entrepreneur.com/article/306405/
Mopinion now offers a more secure user login process for Mopinion users with Two-Factor Authentication (or 2FA). Two-Factor Authentication is an extra layer of security that requires users to submit not only the username and password, but also an additional piece of information that can only be known to the user. This additional layer of security aims to further minimise risk and protect businesses from an online security breach.
https://mopinion.com/mopinion-adds-extra-security-layer-with-two-factor-authentication/
To kickoff the new year, Mopinion has just launched a new feature within its platform: customisable inbox filters and views. This new feature will give users total control of the views they create in their inbox of feedback items. It enables users to combine key data fields such as scores, browsers, texts, URLS and more – which provides for very specific views.
https://mopinion.com/mopinion-launches-customisable-inbox-filters-and-views/
As marketers chase efficiencies through programmatic media and marketing automation, how far does the industry need to go to reverse the nosedive in attention being paid to marketing messages.
http://www.campaignasia.com/article/are-we-representing-the-voice-of-the-customer-or-just-stalking-them/442027/
Have you ever been surprised to learn your client’s issue was more complicated than you thought? Or what you thought was the issue was something else entirely? It can happen because people struggle to disclose the pertinent details during emotional times. Wouldn’t it be great if there were a simple, repeatable process you could use to get the most out of a client conversation?
Suppose a client comes to you and wants to talk about an issue. Here’s a three-step process to become a perfect listener:
http://customerthink.com/solve-customer-problems-by-becoming-a-perfect-listener/
Brands nowadays should jump at every opportunity to talk to their customers to learn about them. And businesses are splurging millions on setting up feedback channels: long form-based surveys, social communities and analytics, Net Promoter Score surveys, as well as direct reach via phone and emails.
https://wersm.com/customer-feedback-how-to-collect-it-and-what-to-do-with-it/
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/
As a marketer, your ability to provide optimized customer journeys across media and channels throughout the customer life cycle has a positive impact on both your customer and your brand.
The expectations of an always-on customer are always accelerating. Consumers are not just comparing their experiences with your brand against those they’ve had with your direct competitors; today, they’re comparing their experiences with your brand against the best experiences they’ve ever had – with any brand. And, consumers are fickle. In fact, 75 percent say they would be willing to stop doing business with your brand after just a single bad customer experience.
http://customerthink.com/how-to-optimize-your-customer-journeys-its-not-just-a-technology-challenge/
New research from NewVoiceMedia shows there are significant gaps between customer preferences and reality. This means many companies are missing out on opportunities to deliver a better level of service, especially through customer support centers where using new technology could not only help improve the overall customer experience, but also help in holding onto existing customers, which leads to more business and, ideally, word-of-mouth referrals.
https://www.forbes.com/sites/shephyken/2018/01/14/is-your-customer-support-killing-your-business/
"This is a guest post by our friends over at Nicereply. Jakub Slámka will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Read on for a great post!"
http://www.customerexperienceupdate.com/feedback/?open-article-id=7086334&article-title=4-mistakes-you-must-avoid-with-customer-feedback-surveys&blog-domain=kayako.com&blog-title=kayako/
User Feedback News is a global community of people working or interested in User Feedback, UX and technology.
