Today, marketers can add more flourishes than ever to surveys. They can ask customers questions at the cash register, the online shopping cart, in an email, or via text—or in all these places. They can also pile on as many questions as they want... They have the technology to do it, so why not?
https://www.marketingprofs.com/articles/2017/32272/three-customer-feedback-myths-that-deserve-busting/
How do you give your customers a personalised, positive experience with every interaction, while also optimising operational performance for the best business results? It’s something that even the most technologically advanced organisations struggle with. But working with Verint, a global leader in Workforce Engagement capabilities, we’ve come up with a way to make it easier.
With that, here are three reasons to opt for a converged customer and workforce experience:
https://www.tahawultech.com/insight/three-reasons-to-opt-for-a-converged-customer-and-workforce-experience/
Your customers can give you brutally honest insights into what you're doing right and wrong. They won't be affected by anything they might hear someone else saying, and their answers won't have to fit into narrow little survey categories. It works, because everyone likes hearing from the chief decision-maker.
http://vator.tv/news/2017-10-24-three-ways-to-gather-honest-customer-feedback/
Nailing the right product is hard. Sometimes you have to think outside the box to gather customer insights—before they even become customers.
https://www.fastcompany.com/40483379/three-weird-customer-insights-that-led-to-kick-ass-products/
Enterprises increasingly recognise they need to put users at the heart of their product and service design. A study by Alfresco and Forbes in 2017 found that nearly nine out of ten (87 per cent) leading digital enterprises plan to increase their user experience investment by at least 10 per cent in the next three years. Are you planning your product development around your users?
https://www.itproportal.com/features/time-to-make-design-thinking-a-habit/
Luckily, this transition to a more digital way of working has – in return – given financial institutions the opportunity to get even closer to their customers than ever. The question is, what do these customer journeys look like and how can digital feedback play into the process of enhancing them?
This article will analyse what the online customer journey within the financial industry looks like, and how organisations within this industry can leverage digital feedback to optimise various stages within the journey.
https://mopinion.com/optimise-the-online-journey-for-financial-institutions/
The rapid rise of Airbnb shook the very foundations of the industry and forced incumbents to adapt fast. For marketers and business leaders, this presented both opportunities and threats. Here we look at the transformation of the industry and examine how businesses today can protect themselves.
Travel and tourism is one of the world’s largest industries valued at over 1.2 trillion USD. 1.24bn people worldwide left their homes and arrived at a foreign destination in 2016 – a number which has almost doubled since 2003. The industry is fast-growing and full of opportunity, with a lot of revenue on the table from holidaymakers. In the US the number of domestic trips taken by leisure and business travelers is expected to surpass 471m by 2020 with a growing proportion of these trips being booked online.
https://www.clickz.com/to-airbnb-and-beyond-digital-transformation-in-hotels-hospitality/113872/
One of the things that almost everyone of us does is to optimize. We optimise our time, our money and at times even our relationships. We want maximum efficiency in almost everything that we do. In organisations, we compensate sales guys on sales made, product managers on product development, marketing folks on leads generated, manufacturing folks on operational efficiency. Everywhere we look, we can find efforts to maximise efficiency in that part. This, in general, is our attempt to gain local optima. We try to reach optimal performance in that specific domain with no regards to the effect it has on the global performance.
This is why we have sales teams ending up selling something that is easier to sell than selling one that the company strategy is betting its future on. This is why we have manufacturing teams producing more stock of an item then needed to improve their operational efficiency. This is the reason why we have well-meaning folks from Dell outsource everything to their Chinese suppliers leading to the disruption of Dell as the leader of the PC revolution.
http://customerthink.com/to-succeed-optimise-the-one-variable-that-matters/
Voice of the Customer (VoC) software is intended to capture the opinions and preferences of online customers, analyse those insights, and supply businesses with the means to create meaningful changes in digital customer experience (CX). As priorities are continuously being placed on CX initiatives, it’s safe to say that these kinds of software aren’t going anywhere anytime soon. Not to mention, having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?
https://mopinion.com/alternatives-competitors-of-opinionlab/
Brought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today. According to Walker Information, ‘by 2020, customer experience will overtake price and product as the key brand differentiator’
https://mopinion.com/top-10-best-guides-digital-customer-experience-experts/
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