These are metrics such as Net Promoter Score (NPS), Goal Completion Rate (GCR) and Customer Effort Score (CES), all of which are heavily relied upon to determine both the success of their website and the success of their customers. In a previous blog post, we touched on NPS, a key metric designed to track customer loyalty. And now we will focus on the other two, GCR and CES and how collecting these scores can be leveraged to optimise online ordering funnels.
https://mopinion.com/collecting-goal-completion-rate-gcr-and-customer-effort-score-ces/
Conversational or Chat Based UX is a new and exciting trend that gives you insight into what your customer is thinking and what they are looking for. Yet we see plenty of applications that build walls to keep away all kinds of user feedback.
https://uxplanet.org/collect-user-feedback-or-die-fb3a312f39b1/
The cloud in its second decade – what cloud computing is and what you should know to make smart cloud decisions. A cloud computing primer with cloud definitions, cloud advantages, cloud myths and the cloud in practice and evolution.
Cloud computing, also called the cloud, is a key given in many current and future evolutions. The cloud plays an essential role in the technological stack which enables digital transformation and is even the main delivery model in digital transformation projects. Cloud computing is also one of the essential enablers of Industry 4.0, has been shaping the software and business applications market for over a decade and has an important place in the development of the Internet of Things or IoT, to give just a few examples. In fact, a lot of the technological enablers, innovations and ‘disruptive’ newcomers in areas such as Fintech (financial technology) and the sharing economy, which we have seen popping up in recent years, simply aren’t possible without the cloud. However, cloud computing and the various strategic, deployment, technological and business aspects of the cloud are less known than is sometimes assumed......
https://www.i-scoop.eu/cloud-computing/
"I regularly do customer feedback surveys for competitive analysis purposes (full disclosure: ServiceDock is a CEM platform for multi-location businesses). For the most part, I am a genuine customer of the business when I do them and try to think as such, while also making notes on the survey solution. Some of these surveys can be extremely tedious and drawn out, but the most frustrating experience I frequently encounter is when I’m told that there is no chance of a follow-up on my feedback."
https://customerthink.com/closing-the-feedback-loop-should-be-a-goal-of-great-cem/
The buyer’s journey is morphing into a self-guided tour, and therefore, capturing and tracking behavioral data is more important than ever. Integrating sales and marketing in a closed loop based on that data is your key to conversion.
In this issue of Agency Perspective from SharpSpring, you’ll learn about:
- “closing the loop” to keep up with changing buyer behaviors.
- five technologies for optimizing campaigns and tracking performance.
- the stages involved in a successful closed-loop strategy.
https://marketingland.com/closed-loop-marketing-recipe-growth-225311/
A few years ago I attended an event, organized by our partner BT Global Services. When talking about digital transformation, back then a relatively new term, several CIOs reminded how they always had transformed, illustrating their statements with state-of-the-art projects across a broad range of business functions, processes and technologies of the SMAC stack such as cloud computing (a major area for BT Global Services).
It needs to be said that the average CIO attending the event worked for a large enterprise, the typical customers of BT Global Services. Now that digital (business) transformation has become a broadly adopted and – admittedly – often somewhat misunderstood term, what are CIOs thinking about digital transformation? Isn’t it just a matter of a few CIOs or projects anymore? How does it impact them?
https://www.i-scoop.eu/cio-views-digital-transformation-meet-digital-cio/
YOU'VE BEEN THERE: browsing on a slightly backwater website, crossing your fingers as you click what looks like a video's play button. Instead of the TV show you had queued up, a million pop-ups spew out. The page you were on morphs into a Caribbean timeshare ad. It's the sort of misdirection that Google aptly calls an "unwanted behavior." And on Wednesday, the company's Chrome browser team announced a series of fixes that attempt to block these sketchy shenanigans.
Chrome already has a pop-up blocker, and a tool to control autoplaying videos. But the new features will take these user controls a step further. Beginning in Chrome 64, which is currently in developer preview, the browser will block third-party media components (HTML modules known as "iframes" that are often used to display things like ads) from triggering redirects unless you directly click on them.
https://www.wired.com/story/chrome-stop-sketchy-sites-from-redirects/
New research by the Commonwealth Bank shows the Australian retail sector has fallen behind the average business when it comes to innovation capabilities, and retailers should seek customer feedback to gain that innovation.
https://www.channelnews.com.au/cba-oz-retail-industry-innovation-falls-behind/
Choosing the right user feedback software, or any type of software for that matter, is a very delicate process for many businesses. Typically, the team (or role) appointed to choosing the software will start by gathering key criteria that is considered important for the business. Then they must find a suitable vendor that meets that criteria and hope that the implementation process goes as smoothly as possible. On the surface this may seem like a fairly simple task, however, according to an IBM study, only 40% (less than half!) of IT projects meet schedule, budget and quality goals.
https://mopinion.com/9-tips-for-choosing-the-right-user-feedback-software/
The importance of visualising and analysing online customer feedback cannot be emphasised enough. A very modern approach to data analysis, using visualisations not only enables us to easily digest the data but also aids in extracting valuable customer insights.
https://mopinion.com/building-your-user-feedback-dashboard-the-easy-way/
User Feedback News is a global community of people working or interested in User Feedback, UX and technology.
