Like always, Mopinion is committed to providing the best possible feedback analytics solution out there. This means our team must work continuously to improve and make meaningful changes to our platform, which is made possible thanks to feedback provided by our customers. Having said that, we are really excited to announce the launch of several new features and updates, important security updates and other visual enhancements!
Here is an overview of the latest and greatest…
https://mopinion.com/april-product-updates-web-notification-mobile-sdk/
With consumers now expecting a seamless and personalised experience across all channels, it’s vital that companies have a strong customer experience strategy in order to compete.
This is where customer experience management (or CXM) comes in - the practice of using data and insight from customer interactions to improve the overall CX.
Marketers already have a vast amount of data at their fingertips, most commonly sourced from online analytics, customer surveys, email and CRM. But while this might tell us about customer behaviour and even help to highlight customer needs – it’s not always so easy to turn data into actionable insight.
So, how can marketers ensure they get the most from their data? Econsultancy’s CXM Best Practice Guide has lots more on the topic, but in the meantime, here are just a few tips.
https://www.econsultancy.com/blog/69936-how-to-start-turning-data-into-customer-experience-insight/
While many companies think they’re leading the charge with service quality and creating an innovative, truly great customer experience, the numbers tell quite a different story … in the eyes of customers, most companies are falling flat.
Today we’re going to scrutinize what companies are doing incorrectly and highlight how to fix these problems.
What is customer experience strategy?
https://www.helpscout.net/blog/customer-experience-strategy/
A business without customers is like a boat on dry land. It doesn't matter how nice the boat is or how much experience the crew has -- without water, the boat serves no purpose.
Customers are essential to every company's success. Despite this, some organizations that claim to be customer-centric take their customers for granted. They see people more like revenue streams than human beings. Eventually, that attitude seeps into management decisions and customer service interactions, driving away the customers that once kept the business afloat.
https://www.inc.com/ilya-pozin/3-strategies-to-deliver-a-memorable-customer-experience.html/
Ask a few friends or colleagues what brands they admire and why. They may mention brands with innovative products or a cool visual vibe, but dig deeper and they’ll likely tell you how a brand makes them feel -- maybe about an inspiring video on Facebook, an app that makes life easier or a pain-free return process. What they’re describing is the experience the brand delivers to customers. And customer experience (CX) is where great brands stand apart, where disruptive brands disrupt and where industry leaders leave the competition behind.
https://www.forbes.com/sites/forbesagencycouncil/2018/04/11/build-the-right-team-for-a-customer-experience-home-run/#719492e1593a/
We are proud to announce the release of a new mobile feedback SDK for companies collecting customer feedback in iOS and Android apps. This innovative solution will continue to provide marketers with an easy way of gathering powerful feedback within their native apps, only now with more customisation options, a wider range of targeting features based on in-app user behaviour and more advanced analysis capabilities.
https://mopinion.com/mopinion-releases-new-mobile-sdk-in-app-feedback/
Often, companies use “crosschannel,” “multichannel,” and “omnichannel” to describe the same phenomenon in customer experience (CX). There are currently no clear definitions of these industry terms, and what’s worse is that they all mean different things to different people and different organizations.
What everyone does agree on is that these terms focus on customer-centric strategies that represent different types of interactions a customer has with a business, aiming to provide the ultimate CX. Here’s a foundation for us all to reach a common definition:
https://smartercx.com/modern-cx-terms-defined-part-2-the-difference-between-omni-multi-and-cross-channel-customer-experience/
Small business is the engine of the American economy. Fortunately, it’s growing – 69% of small business owners expected revenue growth in 2017. And it’s robust growth, too: 38% of them expected their businesses to grow by more than 5%.
So how did these owners plan to achieve that much growth?
As you can see below, they’ve got quite a few ideas. But improving existing customer experience and retention tops the list.
https://www.business2community.com/consumer-marketing/customer-experience-retention-single-best-way-increase-revenue-02043183/
In an increasingly connected world, a high-quality and efficient customer experience is more important than ever
And customers expect their experience to be seamless, digital, and hassle-free — emphasis on “digital.”
Businesses now find themselves in the midst of a fourth industrial revolution – the proliferation of next-generation technologies – where the growth of the cloud economy has made accessibility and shareability of resources instantaneous. This means customers will not tolerate slow or clunky processes from brands. As technology moves on, so too must the experience of the customer.
https://www.technative.io/the-three-major-problems-of-building-a-digital-customer-experience-in-the-cloud-economy/
Continuous testing is a term that is commonly associated with software development. The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product. This brings down the time it takes to fix bugs and usability issues on the user’s end and thus contributes to a better customer experience. In some ways then, continuous testing can also be looked at as a marketing strategy. In this blog, let us look at a few ways a business can keep a tab on customer experience through continuous testing.
https://hyken.com/customer-experience-2/guest-blog-how-to-keep-a-tab-on-customer-experience-with-continuous-testing/
Customer Experience News is a global community of people working or interested in Customer Experience, UX and technology.
