Tags: customer-success*

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  1. Customer service depends much less on face-to-face interaction than it did in years past. Surprisingly, email has changed the dynamic considerably. While some branding experts feel that email is too impersonal to engage with customers, many companies have discovered that it can be an excellent way to respond to customer inquiries in assuage their concerns.
    https://customerthink.com/3-risks-with-using-templated-customer-service-emails/
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  2. Expresso Fashion and Claudia Sträter are two well-known Dutch fashion brands with stores in the Netherlands, Belgium and Germany. Alongside their more traditional, brick-and-mortar shops, these labels are also sold online. This omni-channel strategy makes it possible for these two webshops to not only serve as sales channels but also platforms for inspiration. Visitors can get their inspiration online and then choose to do their shopping in the webshop or in-store. In other words, their online services are critical to the success of both on- and offline channels.

    Let’s take a look at how they’ve experienced the Mopinion software thus far…
    https://mopinion.com/expresso-fashion-claudia-strater-customer-story/
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  3. We are delighted to share that the world’s largest sporting goods retailer, Decathlon, is now using Mopinion’s feedback analytics software. Decathlon hit the ground running with their new online feedback programme in the summer of 2017 with feedback forms on their French and Chinese websites. Pleased with the performance and customer insights obtained via Mopinion’s software, Decathlon is now in the process of rolling out Mopinion software on webshops in twenty-one additional countries!
    https://mopinion.com/decathlon-rolls-out-mopinion-feedback-software-in-23-countries/
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  4. Today’s interview is with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred joins me today to talk about InsightSquared and their journey with implementing a customer success programme and how and why they changed it.
    http://customerthink.com/customer-success-needs-to-be-the-responsibility-of-the-entire-organisation-interview-with-fred-shilmover/
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  5. Online customer reviews can make or break your business. Entrepreneurs find it a priority to learn to react to people’s feedback, both positive and negative.

    The owner of EssayPro (an essay writing service that provides students with academic papers of all kinds) says, “Reviews can considerably affect the business’s reputation. At the same time, it can be truly eye-opening.” He finds it important to read the reviews, respond to the customers, and tells that the below techniques of dealing with the issue “have proven effective”.
    https://customerthink.com/7-effective-ways-to-respond-to-customers-feedback/
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  6. Find and optimize for your “aha” moment - but don’t forget that there are next steps. The way you define "customer success" in your organization will vary - and chances are you’ll have more than one factor to consider.
    https://www.entrepreneur.com/article/306405/
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  7. Net Promoter Score has been and continues to be, one of the most trusted metrics used by brands to measure the health of customer relationships for 15 years. Many experts touted it as the one number you need to know when planning growth. Traditionally under the purview of customer experience and customer success teams, NPS has become the go-to metric for customer ranking.
    https://thenextweb.com/contributors/2018/01/09/use-net-promoter-score-get-actionable-insights/
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  8. Here are ten of the most common, but often overlooked, reasons why your startup isn't able to attract enough customers to become successful.
    https://www.entrepreneur.com/article/303981/
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  9. Simpel is the largest, independent sim only provider in the Netherlands. Simpel has been active in the Dutch telecom market since 2007. Thanks in part to its very distinct commercials, Simpel has gained a strong position in the telecom market.
    https://mopinion.com/customer-success-story-how-simpel-boosts-customer-experience-using-mopinion/
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Mopinion: The Leading User Feedback Tool

Mopinion is a proud sponsor of User Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.