{"id":47772,"date":"2021-12-07T11:34:05","date_gmt":"2021-12-07T10:34:05","guid":{"rendered":"https:\/\/mopinion.com\/?p=47772"},"modified":"2023-10-01T11:42:17","modified_gmt":"2023-10-01T10:42:17","slug":"lowell-vergroot-customer-engagement-met-mopinion","status":"publish","type":"post","link":"https:\/\/mopinion.com\/nl\/lowell-vergroot-customer-engagement-met-mopinion\/","title":{"rendered":"Lowell Nordics vergroot customer engagement met Mopinion"},"content":{"rendered":"<p class=\"blog-intro\"><a href=\"https:\/\/www.lowell.com\/\" target=\"_blank\" rel=\"noopener\">Lowell<\/a>, opgericht in 2004, is actief in drie verschillende delen van Europa: UK, Scandinavi\u00eb en de DACH-regio. Hun doel? Bijdragen aan een betere maatschappij, bedrijfsleven en economie. Ze willen de manier waarop kredietverstrekking werkt veranderen en deze missie vormt de basis. Hoe zorgen ze ervoor dat ze dit bereiken?<\/p>\n<hr>\n<p><\/p>\n<p>In deze customer story deelt Bahadir Gurkan, Service Designer bij Lowell Nordic hoe ze Mopinion gebruiken om de customer engagement te vergroten. Wat zijn de praktische voordelen en hoe blijven ze hun concurrentie voor?<\/p>\n<h2>Klanten en cli\u00ebnten spelen een grote rol bij Lowell<\/h2>\n<blockquote><p>Bij Lowell zijn we begaan met onze klanten en cli\u00ebnten. Ons doel is kredietverstrekking beter maken voor iedereen en dat lukt ons alleen dankzij de customer feedback die we verzamelen. &#8211; Bahadir Gurkan<\/p><\/blockquote>\n<h2> De opties afwegen <\/h2>\n<blockquote><p>We willen onze klanten en cli\u00ebnten een foutloze online service bieden, en ze laten weten dat we ze horen en hun stem telt. &#8211;  Bahadir Gurkan<\/p><\/blockquote>\n<p>Zoals bij veel moderne bedrijven vormen de websites van Lowell de basis van de online diensten. Online wordt krediet verstrekt aan klanten en cli\u00ebnten. Toen ze op zoek gingen naar feedback software was het dan ook logisch dat ze kritisch keken naar de functionaliteiten en mogelijkheden van de tool. <\/p>\n<p>Voordat Lowell bij Mopinion kwam, hadden ze andere feedback-oplossingen geprobeerd. Na een uitgebreide proefperiode ontdekten ze dat de concurrenten van Mopinion niet in staat waren een <em>moderne user experience<\/em> te cre\u00ebren of hun technologie\u00ebn bleken te kort te schieten en niet betrouwbaar.<\/p>\n<h2>Mopinion kwam als beste uit de bus<\/h2>\n<p>Toen we een alles-in-\u00e9\u00e9n feedback oplossing zochten, hadden we al wel wat idee\u00ebn van wat we verwachten. <\/p>\n<ul>\n<li><strong>Makkelijk te integreren<\/strong> met onze online diensten<\/li>\n<li>De mogelijkheid om <strong>feedbackformulieren te personaliseren<\/strong><\/li>\n<li><strong>Minimale aanpassing<\/strong> voor de online klantenservice<\/li>\n<li><strong>Meertalige feedbackformulieren<\/strong><\/li>\n<li><strong>Gebruiksvriendelijk dashboard<\/strong><\/li>\n<li>En natuurlijk voor een <strong>aantrekkelijke prijs<\/strong><\/li>\n<\/ul>\n<p>Gelukkig vonden ze een oplossing die aan alle wensen voldoet.<\/p>\n<blockquote><p>Mopinion was de enige oplossing die aan al onze wensen en eisen voldoet en zelfs nog meer kan. &#8211; Bahadir Gurkan <\/p><\/blockquote>\n<h2>Lowell gebruikt verschillende soorten feedbackformulieren <\/h2>\n<p>Een van de belangrijkste taken voor het Lowell team was Mopinion gebruiksklaar maken voor vier landen. De software moest aan 12 verschillende platforms worden toegevoegd, waarbij je per land te maken hebt met andere wet- en regelgeving. Dat was best een uitdaging. Maar toen dat gebeurd was, konden ze beginnen met het verzamelen van feedback. <\/p>\n<p>Bahadir licht toe; \u201cMomenteel gebruiken we vijf verschillende feedbackformulieren. Twee voor onze klanten en drie voor de cli\u00ebnten. Sommige formulieren verzamelen feedback tijdens een specifieke touchpoint van de journey, andere verzamelen juist open feedback. We meten vooral de CSAT, NPS en de usability. Alle vragen worden opgevolgd door een open vraag, afhankelijk van de score die iemand geeft.\u201d <\/p>\n<p>De formulieren die Lowell op de websites gebruikt zijn altijd actief, maar worden beperkt door de cookies. Zo voorkomen we dat gebruikers te veel formulieren te zien krijgen. Lowell heeft meerdere websites en diverse online journeys, afhankelijk van het soort klant en dienst die iemand afneemt.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143255\/mopinion-My-Lowell.png\" alt=\"Lowell Nordics - Mopinion\" width=\"479\" height=\"415\" class=\"aligncenter size-full wp-image-46685 shadow\" \/><br \/>\n<br \/>\nBijna alle formulieren bevatten open vragen. Lowell heeft hier <a href=\"https:\/\/mopinion.com\/nl\/behind-the-feedback-notificaties\/\" target=\"_blank\" rel=\"noopener\">e-mail notificaties<\/a> voor ingesteld. Zo missen ze niets en zijn ze altijd op de hoogte van de belangrijke feedback die gegeven wordt. In ieder land worden de productmanagers per website zo automatisch op de hoogte gehouden van de resultaten.<\/p>\n<p>Vervolgens kijkt Lowell naar de open antwoorden en bijbehorende tags<\/p>\n<p><em>\u201cDe tags zijn belangrijk, omdat we zo gericht actie kunnen ondernemen naar aanleiding van de feedback die we ontvangen. Daarnaast proberen we de data van Mopinion ook zoveel mogelijk in andere interne dashboards te integreren om zo nog beter inzicht te krijgen in wat onze klanten vinden.\u201d<\/em><br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143255\/mopinion-dashboard-feedback-inbox-My-Lowell.png\" alt=\"Lowell Nordics Mopinion\" width=\"611\" height=\"929\" class=\"aligncenter size-full wp-image-46686\" \/><br \/>\n<\/p>\n<h2>Onverwachte resultaten<\/h2>\n<blockquote><p>Mopinion is een subtiele toevoeging aan de online experience. Het biedt onze klanten de mogelijkheid anoniem en vrijuit te spreken en in contact te komen met ons. We kunnen zo onze dienstverlening verbeteren en onze doelen behalen. &#8211;  Bahadir Gurkan<\/p><\/blockquote>\n<p>Bahadir vertelde ons dat de implementatie van Mopinion een mooie kans was voor zijn team om de websites met een frisse blik te bekijken. Dit zorgde intern voor inzicht in de online journeys en zo ontdekten we welke content nog vaak over het hoofd wordt gezien. <\/p>\n<p>Volg ons en lees hier updates over hoe Lowell het verder aanpakt en de customer engagement en tevredenheid verhoogt.<\/p>\n<section class=\"clientapp blog-cta blog-cta-between blog-cta-border\"> \n\t\t\t\t\t<div class=\"row cta-header-row\">\n\t\t\t\t\t\t<div class=\"col-sm-10 col-sm-offset-1\">\n\t\t\t\t\t\t\t<h3 class=\"text-center\">Klaar om Mopinion in actie te zien?<\/h3>\n\t\t\t\t\t\t\t<p class=\"text-center\">Wil je meer weten over hoe je feedback verzamelt en analyseert met onze feedback tool? Probeer het 14 dagen gratis! Op zoek naar wat meer persoonlijke begeleiding? Plan dan een online demo in met \u00e9\u00e9n van onze feedback specialisten.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"blog-cta-btn-wrap cta-light text-center\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/mopinion.com\/nl\/demo\/?track=blog-post\" id=\"blog-embedded-cta-demo\" class=\"btn btn-request blog-cta-btn blog-btn-sub btn-primary btn-10\">DEMO INPLANNEN<\/a>\n\t\t\t\t\t\t\t<a href=\"https:\/\/app.mopinion.com\/account\/sign-up?track=blog-post\" id=\"blog-embedded-cta-trial\" class=\"btn btn-request  btn-outline-primary  blog-cta-btn\">Probeer het nu<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Lowell, opgericht in 2004, is actief in drie verschillende delen van Europa: UK, Scandinavi\u00eb en de DACH-regio. Hun doel? Bijdragen aan een betere maatschappij, bedrijfsleven en economie. Ze willen de manier waarop kredietverstrekking werkt veranderen en deze missie vormt de basis. Hoe zorgen ze ervoor dat ze dit bereiken? In deze customer story deelt Bahadir [&hellip;]<\/p>\n","protected":false},"author":48,"featured_media":46689,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1887],"tags":[1793],"class_list":["post-47772","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digitale-feedback","tag-customer-stories-nl"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Lowell Nordics vergroot customer engagement met Mopinion - Mopinion<\/title>\n<meta name=\"description\" content=\"In deze customer story deelt Lowell Nordics hoe ze de customer engagement vergroten Mopinion feedback.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mopinion.com\/nl\/lowell-vergroot-customer-engagement-met-mopinion\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Lowell Nordics vergroot customer engagement met Mopinion - 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She was born in Dublin, Ireland and now lives in The Netherlands.","url":"https:\/\/mopinion.com\/nl\/author\/penny-warnock\/"}]}},"rttpg_featured_image_url":{"full":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1.jpg",1800,650,false],"landscape":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1.jpg",1800,650,false],"portraits":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1.jpg",1800,650,false],"thumbnail":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1-150x150.jpg",150,150,true],"medium":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1-300x108.jpg",300,108,true],"large":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1-1024x370.jpg",1024,370,true],"1536x1536":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1-1536x555.jpg",1536,555,true],"2048x2048":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/10\/27143254\/Cover-IMG-3-1.jpg",1800,650,false]},"rttpg_author":{"display_name":"Penny Warnock","author_link":"https:\/\/mopinion.com\/nl\/author\/penny-warnock\/"},"rttpg_comment":0,"rttpg_category":"<a href=\"https:\/\/mopinion.com\/nl\/category\/digitale-feedback\/\" rel=\"category tag\">Digitale Feedback<\/a>","rttpg_excerpt":"Lowell, opgericht in 2004, is actief in drie verschillende delen van Europa: UK, Scandinavi\u00eb en de DACH-regio. 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