According to Econsultancy’s Ecommerce Performance report, which is based on a survey of more than 400 ecommerce professionals, a culture of testing and experimentation is one of the key ways brands can optimise performance to reach true innovation.
But are ecommerce marketers reaching experimentation maturity? Here are a few key charts from the report, with further insight into what they tell us.
https://econsultancy.com/blog/69741-just-half-of-ecommerce-companies-do-regular-usability-testing-but-60-planning-conversational-commerce/
CEO, Vinod Muthukrishnan, Co-Founder of CloudCherry, shares that customer experience is the biggest differentiator for brands today. He discusses why digital surveys are the best way to collect customer feedback and why long paper feedback forms are obsolete .
https://www.martechadvisor.com/articles/customer-experience/do-customer-surveys-have-a-future/
To kickoff the new year, Mopinion has just launched a new feature within its platform: customisable inbox filters and views. This new feature will give users total control of the views they create in their inbox of feedback items. It enables users to combine key data fields such as scores, browsers, texts, URLS and more – which provides for very specific views.
https://mopinion.com/mopinion-launches-customisable-inbox-filters-and-views/
Brands nowadays should jump at every opportunity to talk to their customers to learn about them. And businesses are splurging millions on setting up feedback channels: long form-based surveys, social communities and analytics, Net Promoter Score surveys, as well as direct reach via phone and emails.
https://wersm.com/customer-feedback-how-to-collect-it-and-what-to-do-with-it/
New research from NewVoiceMedia shows there are significant gaps between customer preferences and reality. This means many companies are missing out on opportunities to deliver a better level of service, especially through customer support centers where using new technology could not only help improve the overall customer experience, but also help in holding onto existing customers, which leads to more business and, ideally, word-of-mouth referrals.
https://www.forbes.com/sites/shephyken/2018/01/14/is-your-customer-support-killing-your-business/
The long-term quality of feedback you get from customers is directly correlated to the actions you take based on that feedback, and the feedback you give to the customers who made the effort to respond to you.
https://www.cmswire.com/customer-experience/developing-a-circle-of-customer-organization-feedback/
In this White Paper, Mopinion outlines why in-app feedback is important as well as three different ways in which mobile product owners and marketers – with the intention of optimising the mobile experience – can collect in-app feedback. This paper will also look at how to analyse and take action on feedback and discuss what should be considered in terms of security standards (as they relate to the General Data Protection Regulation).
https://mopinion.com/new-white-paper-optimising-the-mobile-experience-with-in-app-feedback/
Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results.
http://www.customerexperienceupdate.com/feedback/?open-article-id=6542566&article-title=how-to-create-successful-customer-feedback-surveys&blog-domain=incontact.com&blog-title=incontact/
Digital is forcing brands everywhere to rethink how they do business. Across industries, one thing remains the same – the experience must be centered around the customer. Brands can no longer afford to deliver siloed experiences around web, mobile, or brick-and-mortar – it is vital that they address the entire customer journey, across channels. Part of the challenge is taking into account the plethora of different device platforms and varying customer demographics while optimizing experiences on a consistent basis.
http://customerthink.com/how-brands-can-optimize-user-experience-for-everyone/
Nobody likes performance reviews. It’s definitely not easy to hear about one’s shortcomings. But for Robert Pasin, the chief wagon officer of Radio Flyer, feedback is essential for continuous growth and improvement. It can be both transformative and redemptive. That’s why he calls it “the breakfast of champions.” His company, Radio Flyer, the maker of the original little red wagon, tricycles, scooters and other ride-ons, has been privately held and family-run since 1917. How do you stay in business for a century? How do you bring smiles to children and families around the world, and create warm memories that last a lifetime?
https://www.entrepreneur.com/video/302891/
