Tags: cx*

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  1. Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.
    http://www.customerexperienceupdate.com/?open-article-id=7825450&article-title=why-learning-cx-will-make-you-happy-and-successful&blog-domain=360connext.com&blog-title=360connext/
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  2. The number one rule in customer experience (CX) is to meet your customers where they live. Understand their preferences, their challenges. Know what gets their goat. As CX practitioners, we also should know the way, or ways, our customers prefer to communicate with us. Are we giving them their preferred option? Or are we simply using the channels that suit us best?
    http://customerthink.com/customer-initiated-feedback-a-new-window-into-the-customer-journey/
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  3. Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough?

    Many CX industry experts suggest that businesses should focus on CX practices that help them create a strong emotional connection with customers.
    http://customerthink.com/5-key-lessons-about-emotions-and-customer-experience/
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  4. In today’s fast-paced world, where our thoughts, opinions, and ideas can be shared with the click of a mouse or with a few taps on a keyboard, there seems to be a constant yearning to have our voices heard, to offer advice, and to give our opinions in as short amount of time as possible. This may work on social media; however, when you have a business to run and clients to serve, this can cause problems.
    https://customerthink.com/improve-your-customer-experience-dont-just-hear-listen/
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  5. Following up with customers is a basic principle of operation and smart companies are always looking for better methods of engagement. But as technology advances, organizations are scrambling to keep up with expanding data and shifting expectations.

    In spite of their best efforts, even smart companies still fail to close the loop with customers in several ways. Below, I break down the most critical missed opportunities and how businesses can address them to drive results:
    https://www.marketingdive.com/news/5-ways-even-smart-companies-fail-to-close-the-loop-with-customers/515175/
    Tags: , , by eringilliam (2018-02-06)
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  6. Here are 5 Things organisations who are best at taking action with customer feedback have in common.
    https://www.business2community.com/customer-experience/havent-able-take-action-cx-feedback-02003718/
    Tags: , , by eringilliam (2018-02-06)
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  7. Just as quickly as January passed us by, many great articles and studies were published that brought great insights about the Customer Experience (CX) that you and your company can use to try and get a foot up on your competitors.

    Let’s look at some of the great CX stories that caught our eye this past month:
    https://www.iperceptions.com/blog/customer-centric-roundup-january-2018/
    Tags: , , by eringilliam (2018-02-05)
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  8. According to CMO’s State of the CMO 2017 research, 83 per cent of CMOs believe customer experience to be central to their role. An interesting stat considering few of us experience great brand experiences.

    To find out why, BrandHook produced a podcast series, Getting Intimate with CX, where I asked the same seven questions of CEOs, CMOs and disruptors. My goal was to find out what they thought made a great customer and brand experience and why some brands can do deliver it and others can’t.
    https://www.cmo.com.au/blog/brand-vision/2018/02/05/why-getting-intimate-is-key-to-creating-a-great-customer-experience/
    Tags: , , , by eringilliam (2018-02-05)
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  9. One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be “How do other companies take action on their customer feedback?”
    https://www.maritzcx.com/blog/havent-able-take-action-cx-feedback/
    Tags: , , , by eringilliam (2018-02-01)
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  10. Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
    https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
    Tags: , , , by eringilliam (2018-01-16)
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