Our thoughts on Digital Customer Experience


3 ways online feedback can improve your travel app

Mopinion: 3 ways online feedback can improve your travel app - Cover

‘Embrace it or go bust’ – that is the mantra of many travel companies who are currently dealing with a rapidly digitising industry. And what’s becoming apparent is that adapting to this transformation is not so much an option, but rather an indispensable condition if companies want to maintain a competitive edge. According to an […]

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Customer Success Story – TUI: a multichannel feedback solution for a major travel organisation

Customer Success Story: TUI - Cover image

Discover your smile. Those are the famous words of market leading travel organisation, TUI. Via numerous channels (TUI.nl, TUI travel agencies and the Contact Center), TUI offers a myriad of holiday packages catered to all types of travelers, including sunshine & winter holidays, city trips, weddings, sports & activities, and even flights via its own […]

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New White Paper: Improving travel websites and apps with user feedback

Mopinion: Improving travel websites and apps with user feedback - Cover image

The meaning of travel is steadily being redefined. Travelers nowadays want to have more control over the booking and travel process, which has led them to doing so in an online environment. And as a result, businesses in this industry, if they haven’t already, will need to provide optimal user experiences for their visitors if […]

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Why you should be combining customer profiles with user feedback

Mopinion: Why you should be combining customer profiles with user feedback - Cover image

As shown in a research carried out by Capital One, only 9 percent of travelers will book a trip based on brand loyalty. Tough crowd, right? Absolutely, and the truth is, we’re all susceptible to it. In this industry, people are more inclined to just go with the cheapest option. This is why travel organisations […]

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Why it’s worth listening to the Voice of the Customer

Mopinion: Why it's worth listening to the Voice of the Customer - cover

Having an online customer feedback tool in place is one thing. But putting it to good use and actually listening to your customers? That’s another. Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive […]

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What can your industry expect in terms of online feedback volumes?

Mopinion: How much feedback do your customers share - Cover

Got your digital customer feedback programme up and running but not sure what to expect in terms of feedback volumes? You’re not alone – many businesses are in the same boat. Why is this difficult to gauge? The truth is, no one industry is the same. The interactions between a visitor and a website often […]

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5 ways online customer feedback can optimise your webshop

Mopinion: 5 Ways Online Customer Feedback can make your webshop more successful - Cover image

You are an online marketer or eCommerce manager of a successful webshop and you’ve got all the necessary tools up and running. You’ve got your ads and retargeting efforts that provide you with leads. Then there’s A/B testing which provides insight into what is and isn’t converting your visitors. Meanwhile your web analytics and heatmaps […]

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