In this hyperconnected and competitive environment, keeping your customers satisfied is non-negotiable. According to a Walker study, by the year 2020 providing great customer experience and building long-term relationships will be a major differentiator for your business overtaking price & product features as the key differentiating factors.
A relationship becomes strong only with trust and openness. Your relationship with your customers is no different. Staying accessible, being easily reachable to customers and engaging with them at each stage of their customer journey is the first step to building trust with your customers. Here are a few important reasons why you should care about being reachable to your audience:
https://www.business2community.com/customer-experience/3-reasons-to-stay-easily-reachable-to-your-customers-02183059/
Does your ecommerce website run on the Magento platform? Then we’ve got good news for you. Mopinion has just launched a user feedback extension for Magento that enables Magento-based websites to run Mopinion feedback software on their site.
https://mopinion.com/mopinion-launches-user-feedback-extension-for-magento/
Data. Insights. Conversions. These three words are thrown around quite a bit in the digital world, regardless of the industry. And the reason for their popularity is fairly obvious. The insights we derive from proper data analysis steer us towards ways of achieving increased conversions. A slightly less obvious observation, however, is the kind of data we use to reach these conversions…
When it comes to online user feedback, there’s a lot to be said about quantitative data (e.g. metrics such as Net Promoter Score, Customer Effort Score, & Customer Satisfaction) but still little is known about the qualitative side (e.g. open answers), or the ‘unstructured data’. While metrics such as NPS can easily be measured and displayed in charts or an Excel sheet, qualitative data isn’t quite as straightforward if you don’t have the means to analyse it. Enter Text Analytics.
https://mopinion.com/what-is-text-analytics-benefits/
Tie in your customer insights and make your projects a success. Mopinion has just launched a new integration with collaboration and work management software Asana. This new and improved integration – facilitated using Mopinion webhooks – allows users to push user feedback to their Asana boards and tasks without ever having to leave the Asana app!
https://mopinion.com/mopinion-integration-with-asana/
We hope you enjoyed our first onboarding webinar: Form Building & Deployments. Next up in the series is our webinar on Reporting & Dashboard Configuration, a critical phase in any online feedback programme as this leads to the discovery of truly meaningful insights.
https://mopinion.com/mopinion-academy-onboarding-webinar-phase-2/
Magento is a well-known ecommerce platform, recently acquired by Adobe. It offers two distinct platforms: Magento Open Source and Magento Commerce (or Magento 2). Supported by global network of nearly 1,150 solution and technology partners, Magento has a library of almost 5,000 extensions, created by other developers that ‘extend’ the functionality of the platform. These extensions range anywhere from Accounting & Finance to Customer Support and Reporting & Analytics to Shipping & Fulfillment and much more. There are also several notable user feedback extensions that are ideal for getting your customer feedback programme up and running.
https://mopinion.com/magento-user-feedback-extensions/
Digital asset management (DAM) is critical in this digital age. So critical – in fact – that it is now officially part of the martech conversation. As more and more companies are growing, scaling and becoming more digitised, their digital assets — videos, audios, images, documents, and creative files — are also multiplying. And there’s no better way to manage these digital assets than utilising DAM software.
https://mopinion.com/digital-asset-management-dam-software/
Automation – in general – is a huge force in many industries in the business world today. Every organisation looks for ways to automate business processes and workflows. And the sales industry is no exception. Sales representatives spend a majority of their day handling administrative tasks and researching prospects; actual sales only take up about a third of their time. Thanks to sales automation tools, time spent on these tasks can be lowered tremendously, giving sales reps more time to focus on speaking with prospects and improving the sales process.
https://mopinion.com/best-sales-automation-tools-an-overview/
I sat down to watch the finale of my favorite sci-fi series on a recent Sunday evening when I discovered that I had been locked out of my TV streaming service. After struggling to find a solution online, I fired off a tweet asking the company for help. The company responded a few minutes later: "I'm so sorry you're having trouble connecting to your account -- DM us your phone number, and we'll have a customer service representative call you back soon." I DMed my number, and asked, "Why can't you just help me here? And how long will it take to get a call back?"
No response.
After 10 minutes, I gave up and just called them (my least favorite way of getting help). I waded through a complex phone menu, then waited on hold for 20 minutes before finally getting through. Though the representative was very nice and resolved my issue quickly, it was too late -- I was incredibly upset that I'd wasted almost an hour of my Sunday evening for a pretty simple issue. I didn't care how sorry the company was, or how friendly the agent was when I eventually got through. I especially didn't care for hearing "your call is very important to us" every two minutes as my evening dragged on. I just wanted my problem solved quickly and easily, and ideally without having to actually speak to anyone. The same holds true for countless others today. Welcome to the era of the bullshit-proof consumer.
Almost anything is now possible at the touch of a button -- ordering a taxi, controlling your home, running your business or even finding true love (or whatever kind of love you're looking for). But, customer service has fallen behind. Inspired by the Zappos model (phone anytime and speak instantly to a highly motivated customer service agent), many brands started training their agents to deliver the best possible service; to throw away the script and to be human, emotive and caring. But, maintaining this level of service at a large scale is expensive -- so expensive that the same brands began to make it increasingly difficult for consumers to actually speak to the agents they'd trained so intensely. Phone numbers became buried deep in websites, and phone menus were designed to encourage people to give up before they actually got through to anyone.
Read the full article.
https://www.entrepreneur.com/article/320202/
Let's say you're an entrepreneur behind a small but growing company. Business is going well -- so well in fact that tracking your leads is getting tough to do on your own. So you're starting to research CRM software to handle lead management. It will be a big purchase for your bootstrapped little team, so it's important you make the right decision to get your hard-earned money's worth.
You start into your research and check out the product reviews for two solutions you're considering. One has 15 reviews and a full five-star average. The other has 200 reviews with a 4.4-star average. Which would you trust more? The solution with 200 reviews likely seems more trustworthy to most, even if it does have a lower rating than the other.
When we see a five-star rating, our brains tell us there's something wrong -- we're more inclined to choose a product or service with more reviews, even if some of them are bad. According to a study from Reevoo, 30 percent of readers suspect censorship or fake reviews when all reviews are positive and 95 percent of consumers get suspicious of positive reviews when there are no negative reviews.
Read the full article:
https://www.entrepreneur.com/article/319669/
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