Tags: strategy*

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  1. In a previous post I talked about the 'case of the missing users & customers in Scrum'. While there's a lot of focus (also thanks to DevOps) on 'shipping fast', we often forget that 'shipping fast' and 'building what the user needs' are two sides of the same coin. It's wonderful to ship fast. But without actively involving the user, it is nothing more than a technical exercise. How can we build good products if we never talk or see real-life users? In this post I offer 7 powerful ways to make this kind of interaction happen (directly and indirectly).
    https://blog.agilistic.nl/7-powerful-ways-to-get-feedback-from-users-in-scrum/
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  2. “Last year was pretty hard, I’m not gonna lie,” says Peter Deng, Uber’s head of rider experience. But as part of new CEO Dara Khosrowshahi’s push to rebrand Uber around safety, Deng says, “we’ve seen the company shift to more listening.”

    That focus on hearing users’ concerns prompted today’s change. Have a bad Uber ride when you’re busy and you might neglect to rate the driver or accidentally rush through giving them 5 stars. Forcing users to wait until a ride ends to provide feedback deprives them of a sense of control, while decreasing the number of accurate data points Uber has to optimize its service.
    https://techcrunch.com/2018/05/14/uber-mid-ride-rating/
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  3. Customer feedback is something many managers and decision makers keep their eyes on. Since companies like Amazon and Apple showed up how effective honing customer data to create value and keep customers hooked, decision making on customer data is key to a long term growth strategy. Early stage customers can become your best marketing time; referrals are the absolute best source of new leads. Using customer feedback to engage customers will save you 5X the money when you retain existing customers rather than try to acquire new ones.
    https://www.getbeamer.com/blog/customer-feedback-strategies-tools/
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  4. Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
    https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
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  5. New Medallia study finds that companies with ‘robust listening posts’ were 60% more likely to improve CX than those without.

    California based software company Medallia has released its latest report on analysing and implementing unsolicited consumer feedback, ‘Breaking The Code – Customer learning and innovation’ to improve customer experience (CX).

    In partnership with Accenture, the report seeks to advise businesses on how to best develop consumer engagement strategies based on customer feedback. The report highlights listening posts, learning systems and customer-centric alignment as key focus areas for firms looking to enhance CX.
    https://www.marketingmag.com.au/news-c/news-report-feedback-strategies-improving-cx/
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  6. It’s easy to stray away from putting customer’s as your first priority and get caught up in the other aspects of the business. But at the end of the day, without putting your customer at the center of your decisions, it could impact your ability to grow. address » street » city »
    https://tech.co/customer-feedback-strategy-need-listen-2017-12/
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  7. About 12 months ago, I covered some content marketing trends to watch for 2017. I recently reread that post and most of the trends are very much in play for 2018 and beyond. Most enterprises are still working through creation of a true, living content marketing strategy for their organizations. Native advertising is still the gateway drug for many content marketing programs, and mobile is, well, it continues to be the flavor of every month as consumer use grows. But some truly interesting events have occurred over the past few months that, I believe, begin to speak to the evolution of the content marketing practice itself.
    http://contentmarketinginstitute.com/2017/09/content-marketing-trends-2018/
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