Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
Enterprises are investing heavily in the digital customer experiences they serve to consumers.
Yet there’s still plenty of confusion around what constitutes a good digital experience. The fact that 75 percent of brands do not know what engagement means — yet are still measuring it — underlines this confusion.
By taking action without the right knowledge in hand, brands fall into pitfalls such as focusing on enhancing only very narrow areas of their digital presence, leaving their broader digital presence needlessly fragmented and complicated.
http://www.cmswire.com/digital-experience/how-do-you-define-dx-project-success/
In the retail industry, the customer is at the core of success (as the saying goes, “the customer is always right”), which is why there is a constant desire to know more about them. What do they expect, what do they like, did they enjoy visiting the store, were the employees helpful? Generally, we believe that the more feedback we solicit, the more data we receive. And the more data points acquired from the customer, the better retailers can understand how to both cater to and enhance their experience.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-to-enhance-cx-by-acting-on-available-data/
Whether you create your product for external clients, consumers, or internal users, your users will eventually see some version of your product. Maybe that’s a wireframe, a clickable prototype, an interactive prototype with dummy data, or a live product. New feature requests and change requests at any stage of development, especially after launch, are a fact of life for most products that have users.
Sooner or later, change requests from different users will start to contradict each other, or become too difficult to implement. This may make you rethink your product’s purpose. Product teams, engineering teams, and other stakeholders need ways to make sense of that.
https://www.brainleaf.com/blog/brainleaf-news/prioritize-user-feedback/
Customer feedback is the best source we have for collecting the consumer insights we need to improve our businesses. Asking for feedback, analyzing it and implementing product/service fixes where necessary can make all the difference for building brand loyalty and achieving success.
https://www.entrepreneur.com/article/315805/
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/
While most leading organizations are now investing in CX programs, the impact these programs have on both company performance and the customer experience wildly varies.
Customers’ needs and expectations have changed considerably in recent years, both in terms of the experience they receive and how they want to interact with organizations. The result is that CX practices that may have worked a few years ago are much less effective today.
http://www.customerexperienceupdate.com/?open-article-id=7160067&article-title=is-your-cx-program-fit-for-survival-&blog-domain=verint.com&blog-title=verint/
Many companies are striving to launch customer experience (CX) programs that will improve their growth, margin, and customer retention. In working with our clients, one of the challenges we see is a tendency to view CX as a tactical effort–something designed to seek out and resolve customer annoyances, particularly in customer service interactions. As a result, company’s CX focus can be narrowed to activities like enhancing customer care processes, front-line employee performance, customer care hiring, and call center training. While these are all good and necessary efforts, this sort of myopia misses the point of what CX really is and what it can do for your company.
https://which-50.com/leaderships-essential-role-in-customer-experience/
Customer experience management is about listening to your customers, analysing what they say, and acting on the insights. But without text analytics, this is an almost impossible task.
https://www.mycustomer.com/community/blogs/fabrice-martin/make-text-analytics-the-basis-of-cx-programmes/
Mopinion is happy to announce its expansion to the French market as well as the appointment of a dedicated French sales team, led by Head of Sales for France, Fanny-Laure Thomas. This expansion is part of our greater strategy to better cater to the needs of its French clients, including the world’s largest sporting goods retailer Decathlon and cultural products retailer Cultura, as well as extend our footprint to more European organisations.
https://mopinion.com/mopinion-expands-its-presence-in-france/
