Customer feedback is one of the most important tools at your disposal. It’s an opportunity to get real people’s responses to your services, your brand and your products. It’s a free, open forum for your customers to speak their minds – and whether positive or negative, customer feedback is a huge asset.
https://www.koozai.com/blog/branding/reputation-management/customer-feedback-attack/
Several years after the introduction of feedback analytics, online retailers continue to find ways to put the priceless resource of the user’s voice to work to increase conversions, sales and customer loyalty. Among the most innovative applications of direct customer feedback is analyzing trends to predict search queries, inform SEO design, adjust merchandising and improve overall marketing ROI.
Let’s say an online business selling apparel receives numerous feedback items related to a specific brand of shoe. Perhaps one customer is having trouble finding her size, another customer is requesting a certain color and a third wants to check on a shipping date for the pair she ordered. All three customers have different needs the company can meet by responding to their feedback forms. However, if that is all the company does with that feedback, it has missed a valuable marketing opportunity.
https://searchengineland.com/a-priceless-formula-for-success-customer-feedback-web-analytics-42652/
The amount of data available to help you understand your customers and their interactions with you is massive, and it will continue to grow exponentially. Today, more than 11 billion connected devices are producing eight zettabytes of data per year. By 2025, forecasts call for 80 billion devices and a staggering 180 zettabytes of data, respectively. Companies will need to learn how to harness this “digital firehose” to their advantage. The alternative: getting inundated. No wonder 77 percent of businesses say that digital transformation is their highest strategic priority.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Your-Customer-Data-Is-Limitless-and-So-Is-Its-Value-122313.aspx/
Customer experience surveys are a vital part of every business strategy, intended to provide valuable feedback for e-commerce businesses, but difficult to master.
The trick to customer experience surveys and getting people to actually fill them out is to know their purpose, vary the question types, ask questions clearly and consistently, automate wherever possible and offer an incentive.
https://www.business2community.com/brandviews/xsellco/customer-experience-surveys-need-actionable-feedback-02042312/
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/
In the market for a customer experience management solution? Beware: with the increasing attention for customer experience, not all customer experience management software is what it seems or claims to be. Many customer feedback solutions and quite some CRM, marketing automation and Enterprise Content Management system (ECM) cloud solution vendors call themselves providers of customer experience management software these days, even if they’re not really always that. But then again, many CEM solution vendors have risen from a convergence of various solution categories as Forrester Research predicted back in 2011 (with a focus on the digital evolutions). A simple look at some of the major players says enough. Typical examples: SDL Tridion and OpenText with their roots in content.
https://www.i-scoop.eu/customer-experience/customer-experience-management-software-choices-in-an-evolving-market/
In the world of digital marketing, the pursuit of complete integration is nearly as old as mainframes. However, as technological capabilities continue to evolve, the concept of complete integration takes on a whole new meaning—and a whole new level of importance...
http://adage.com/article/deloitte-digital/customer-experience-silos-tripping/310466/
Although there is increasing attention for the Customer Effort Score, an “alternative” to the Net Promoter Score, introduced by the CEB (Corporate Executive Board), many questions about it, as well as discussions comparing NPS and CES, remain.
https://www.i-scoop.eu/customer-effort-score/
In the modern workplace, everybody is acquainted with the power of office productivity suites, browsers, chat, and email apps. In the beginning, these apps might have been confusing, but today they comprise an essential element of your digital life. For that reason, most users find it easy switching between similar apps. For instance, when switching between Chrome to Safari for browsing or between Word to Google Docs for document editing. For a moment, you might get lost, but generally, you know your way around.
https://newswire.net/newsroom/blog-post/00097910-crm-customer-relationship-management.html/
Participating in a recent panel discussion in Toronto sponsored by Global Hotel Alliance (GHA) alongside experts from Acxiom, Serenata, Oracle and Cendyn served to be a truly enlightening hour and half on the future of customer relationship management (CRM). Apart from your humble scribe, it was an impressive panel of leaders in this highly technical field with an equally prestigious audience comprising over two dozen CIOs from the world's leading hotel brands....
https://www.hospitalitynet.org/opinion/4084936.html/
User Feedback News is a global community of people working or interested in User Feedback, UX and technology.
