{"id":62080,"date":"2018-04-04T09:50:57","date_gmt":"2018-04-04T08:50:57","guid":{"rendered":"https:\/\/beta-site.mopinion.com\/hoe-expresso-fashion-claudia-strater-klantenfeedback-gebruiken\/"},"modified":"2023-10-01T11:49:15","modified_gmt":"2023-10-01T10:49:15","slug":"expresso-fashion-claudia-strater-optimaliseren-klantreis","status":"publish","type":"post","link":"https:\/\/mopinion.com\/nl\/expresso-fashion-claudia-strater-optimaliseren-klantreis\/","title":{"rendered":"Hoe Expresso Fashion & Claudia Str\u00e4ter klantenfeedback gebruiken"},"content":{"rendered":"

Expresso Fashion<\/a> en Claudia Str\u00e4ter<\/a> zijn twee bekende Nederlandse modemerken, met winkels in Nederland, Belgi\u00eb en Duitsland. Ondanks dat de fysieke winkels hun basis vormen, verkopen zij ook kleding online. Deze omnichannel strategie zorgt ervoor dat de webshops naast verkooppunten ook een inspiratiebron zijn. De bezoekers doen hier inspiratie op en kunnen deze items direct online of in een winkel kopen. Dit betekent dat de online service een belangrijke rol speelt in het succes van zowel de online als de offline kanalen.<\/h4>\n
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Laten we eens kijken wat zij tot nu toe van de Mopinion software vinden…<\/p>\n

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Waarom is online klantfeedback belangrijk voor de merken?<\/h2>\n

Door klantfeedback kunnen Expresso Fashion en Claudia Str\u00e4ter hun (online) diensten op verschillende manieren verbeteren. Zij streefden naar een beter inzicht in de verschillende touchpoints van de klantreis…<\/p>\n

Op iedere pagina van de website is een passief, permanent feedbackformulier geplaatst, in de vorm van een feedback button. Hierdoor kunnen we in iedere fase van de klantreis feedback ontvangen. Ook zien we zo meteen of onze klanten tegen problemen aanlopen, zodat we ze direct kunnen helpen. <\/p>\n

Carlos Hovel (Online Marketer) bij Expresso Fashion & Claudia Str\u00e4ter<\/div>\n<\/blockquote>\n

\"Mopinio:
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\nDaarnaast meten Expresso Fashion en Claudia Str\u00e4ter allebei de Customer Effort Score (CES) door een feedbackformulier op de \u2018Bedankpagina\u2019. De CES geeft een indicatie van hoeveel moeite het de klant kost om hun online doel te bereiken. Dit is een belangrijke online KPI omdat hoge inspanning vaak leidt tot geringe loyaliteit.
\n
\n\u201cDe Customer Effort Score laat zien hoe de klant het aankoopproces ervaart. Deze score wordt als KPI in ons dashboard getoond.\u201d<\/em><\/p>\n

Waarom kozen zij voor Mopinion?<\/h2>\n

\u201cMopinion biedt veel mogelijkheden, zoals data segmenteren en het dashboard personaliseren en dat waren voor ons de belangrijkste redenenen om voor hen te kiezen. De software is schaalbaar en kan makkelijk ge\u00efmplementeerd en aangepast worden in onze huisstijl.\u201d <\/em>
\n
\nHet Expresso Fashion \/ Claudia Str\u00e4ter team maakt veelvuldig gebruik van het gepersonaliseerde dashboard, waardoor ze de belangrijkste online KPI\u2019s goed in de gaten kunnen houden. De verzamelde data wordt vervolgens maandelijks ge\u00ebvalueerd door het online team.
\n
\n\"Mopinion:<\/p>\n

Wat is er tot nu toe bereikt?<\/h2>\n

\u201cNa de implementatie van de feedbackformulieren konden we de websites van Expresso Fashion en Claudia Str\u00e4ter verder optimaliseren. Zoals eerder omschreven zijn we nu beter in staat om problemen bij onze klanten sneller te verhelpen en daardoor is de algehele customer experience verbeterd. We gebruiken bijvoorbeeld geautomatiseerde emails om elkaar op te hoogte te houden van negatieve feedback, zodat we er snel actie op kunnen ondernemen.\u201d<\/em>
\n
\nDankzij de feedback die via de passieve feedbackformulieren is verzameld, werden er verschillende bugs op de website ontdekt, zoals bijvoorbeeld een filteroptie die niet werkte.
\n
\n\u201cEn niet te vergeten hebben we ook een heleboel positieve feedback over onze webshops en kledinginspiratie ontvangen en dat is altijd fijn om te horen.\u201d<\/em><\/p>\n

Wat is de volgende stap?<\/h2>\n

Expresso Fashion en Claudia Str\u00e4ter zijn van plan om exit feedbackformulieren op specifieke pagina\u2019s te verbeteren. Deze formulieren richten zich op het behouden van klanten die halverwege het verkoopproces willen afhaken.
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\n\u201cDe exit feedbackformulieren helpen ons waardevol inzicht te krijgen, zodat we bepaalde webpagina\u2019s verder kunnen optimaliseren!\u201d<\/em><\/p>\n

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Klaar om Mopinion in actie te zien?<\/h3>\n\t\t\t\t\t\t\t

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

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\n\t\t\t\t\t\t\tDEMO INPLANNEN<\/a>\n\t\t\t\t\t\t\tProbeer 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":"

Expresso Fashion en Claudia Str\u00e4ter zijn twee bekende Nederlandse modemerken, met winkels in Nederland, Belgi\u00eb en Duitsland. Ondanks dat de fysieke winkels hun basis vormen, verkopen zij ook kleding online. Deze omnichannel strategie zorgt ervoor dat de webshops naast verkooppunten ook een inspiratiebron zijn. De bezoekers doen hier inspiratie op en kunnen deze items direct […]<\/p>\n","protected":false},"author":12,"featured_media":70133,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1887],"tags":[1793,2075,1774],"class_list":["post-62080","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digitale-feedback","tag-customer-stories-nl","tag-digital-feedback-nl","tag-ecommerce-and-retail-nl"],"acf":[],"yoast_head":"\nHoe Expresso Fashion & Claudia Str\u00e4ter klantenfeedback gebruiken - Mopinion<\/title>\n<meta name=\"description\" content=\"Expresso Fashion en Claudia Str\u00e4ter zijn twee bekende Nederlandse modemerken, met winkels in Nederland, Belgi\u00eb en Duitsland.\" \/>\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\/expresso-fashion-claudia-strater-optimaliseren-klantreis\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hoe Expresso Fashion & Claudia Str\u00e4ter klantenfeedback gebruiken - 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