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  1. On top of being incredibly important, the customer experience is also one of the hottest topics in 2015. Customers, what they expect from businesses and how their behavior has changed are major driver of digital marketing transformation and even take center stage in many digital transformation projects overall.

    Virtually everyone recognizes the importance of the end-to-end customer experience and the role of individual experiences. At the same time people don’t always seek an “experience” but just a simple response to a simple question or the ability to get what they need without too much hassle. If you want to buy a piece of chocolate because you feel like eating one, you want to go into the nearest store and get it. Nothing more.
    https://www.i-scoop.eu/customer-experience-metrics-and-measurement-beyond-csat-and-nps/
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  2. It often seems like marketers don’t have much time to actually market. Especially when most hours in the day are spent manually measuring mind-numbing metrics like viewability, completion and other important video KPIs. That doesn’t leave a lot of room for the creative or gratifying parts of the job.

    At Turn we don’t believe that marketers should be worrying about whether their ads were viewed when they could be focusing on the big picture. To that end we created performance algorithms that achieve up to three goals at once, freeing our clients from rote tasks and allowing them to judge whether their ads have been effective, rather than just if they were seen.
    https://digiday.com/sponsored/turnsbl2-005-mind-numbing-metrics-how-algorithms-help-marketers-get-back-to-being-creative/
    Tags: , , , by eringilliam (2017-10-02)
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  3. You can almost set your watch to it. Yesterday, in the heat of an upfronts season in which TV stalwarts are taking pots at digital media, Facebook announced its 10th measurement error since September. Per usual, Facebook’s mistake elicited demands from ad buyers for more third-party verification on the platform. And the collective effective of the errors is getting on buyers’ nerves.

    “There is a general sense of ‘what could be next,’” said Jessica Baum, media director at Traction. “Even though the last error was smaller in scope, it still impacts overall trust.”

    Facebook’s latest error stems from a bug that led it to miscalculate how often users clicked through its carousel ad units, which let brands show multiple images and link to their properties. Facebook declined interview requests for this story....
    https://digiday.com/marketing/facebook-measurement-errors/
    Tags: , , by eringilliam (2017-10-02)
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  4. The average customer visits dozens of websites in a single session, yet marketers typically only have visibility over one of them: their own.

    A few years ago, this might have been enough. A typical campaign might consist of three elements: an advert for building awareness among a target audience, a landing page with the brand’s value proposition (acting as a click-through destination from the ad), and a checkout page to register conversions from the landing page.

    But the online customer journey in 2017 is incredibly complex, with dozens of different touchpoints and channels influencing the ultimate decision to purchase from a brand. This makes using a brand’s own website to track customer behavior akin to using a last-touch attribution model: it can never provide the complete picture.

    So how can marketers gain visibility over everything that customers do when not on their site?
    https://www.clickz.com/using-clickstream-data-to-know-your-customers-entire-online-journey/112816/
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  5. The more autonomy and ownership employees have, the more motivated they’ll be.
    However, how can exactly managers achieve this?
    Managers must give advice that fuels motivation, rather than draining it. Keep these seven tips in mind:
    https://www.ragan.com/Main/Articles/52822.aspx/
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  6. Enterprises are investing heavily in the digital customer experiences they serve to consumers.
    Yet there’s still plenty of confusion around what constitutes a good digital experience. The fact that 75 percent of brands do not know what engagement means — yet are still measuring it — underlines this confusion.
    By taking action without the right knowledge in hand, brands fall into pitfalls such as focusing on enhancing only very narrow areas of their digital presence, leaving their broader digital presence needlessly fragmented and complicated.
    http://www.cmswire.com/digital-experience/how-do-you-define-dx-project-success/
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  7. Yea, yea, yea, more of the same. Google is updating their search results, it is in flux, search results are shuffling around. But I only try to report it when the signals all seem to be higher than the normal day to day shuffles. I always see people complaining about changes in Google but when it reaches certain levels, that is when I decide to cover it.
    The ongoing WebmasterWorld thread has a spike in complaints from webmasters and SEOs about ranking shuffles and the automated tracking tools also show huge changes. Here are some comments from the threads...
    https://www.seroundtable.com/google-algorithm-search-results-shuffling-24532.html/
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  8. The rapid rise of online and mobile retail sales has opened up a new market for payments companies to pursue, and is also creating a new generation of online payment providers called gateways, which act essentially as the online version of an in-store payment terminal.
    Companies like Braintree, Adyen, and Worldpay help process online transactions, which are growing much more rapidly than in-store sales.
    Payment gateways specifically stand to benefit from the rapid growth of the online processing market, worth an estimated $10.7 billion this year, even though their revenue is a very small slice of the total. BI Intelligence, Business Insider's premium research service, estimates that the US online processing market will increase at a five-year CAGR of 13% to $17.5 billion by 2020, driven by the increase in online shopping volume.
    http://www.businessinsider.com/the-payment-gateways-report-examining-the-next-generation-of-payment-providers-competing-in-the-burgeoning-digital-commerce-market-2016-8/
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  9. Over the past few years, I’ve been lucky enough to travel to many different places: in most European countries, in the US, in Brazil, in the Middle East, in India, in Indonesia, and very recently in Japan and Thailand. The digital revolution is happening all over the world and it’s fascinating to see how it’s changing people’s habits. In particular, mobile is a game changer in most economies and this will only accelerate. According to Forrester data, the smartphone unique subscriber base will pass the three billion mark for the first time ever in 2018, representing 54% of the total population!
    https://www.forbes.com/sites/forrester/2017/09/13/the-global-digital-marketing-gap/#34c5f47c158f/
    Tags: , , by eringilliam (2017-09-28)
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  10. One of the primary complaints about millennial employees is that they often expect frequent promotion or raises, when they have not put in the work to earn them. While many see this as entitled, it’s important to unpack where this tendency comes from. According to a recent Addison Group survey, 82% of millennials expect a promotion and/or raise at least every other year. Clearly this is a trend that cannot be ignored, as most young adults desire it. Today, it’s necessary for employers to incorporate some way of measuring millennial employees that can be viewed instantly and give them a sense of where they stand.
    Millennials have grown up with everything at their fingertips and instant feedback. Think about their exposure to video games and how instantaneous the feedback is in a game. There’s a running scoreboard, where one can always see where they stand and know if they will win, lose, or move to the next level. It’s no surprise then that young employees are looking for frequent feedback, a scoreboard on their progress, and a road map to where they are headed.
    https://www.forbes.com/sites/kaytiezimmerman/2016/11/06/why-keeping-score-at-work-can-fix-the-millennial-need-for-feedback/#f407e2f6ad79/
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