{"id":62354,"date":"2018-07-06T09:28:41","date_gmt":"2018-07-06T08:28:41","guid":{"rendered":"https:\/\/beta-site.mopinion.com\/hoe-bijenkorf-de-ideale-omnichannel-winkelervaring-creeert\/"},"modified":"2023-10-01T11:49:02","modified_gmt":"2023-10-01T10:49:02","slug":"customer-success-verhaal-bijenkorf","status":"publish","type":"post","link":"https:\/\/mopinion.com\/nl\/customer-success-verhaal-bijenkorf\/","title":{"rendered":"Hoe Bijenkorf de ideale omnichannel winkelervaring cre\u00ebert"},"content":{"rendered":"

De Bijenkorf<\/a><\/strong>, staat bekend om haar luxe uitstraling en persoonlijke service in de winkels en heeft al bijna 150 jaar fysieke winkels in ons land. Hier kun je terecht voor kleding, schoenen, beddengoed, meubels, sieraden en nog veel meer. De website van de Bijenkorf is een verlengstuk van hun offline aanwezigheid, om zo Nederland en Belgi\u00eb volledig te kunnen bedienen. De online visie van de Bijenkorf is om een online shopping mogelijkheid te bieden die overeenkomt met de luxe standaard die klanten in winkels ook ervaren.<\/h4>\n
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<\/p>\n

Door onze klanten de mogelijkheid te bieden om ook online te shoppen, willen wij hen de ideale omnichannel winkelervaring geven, in lijn met onze hoge standaard.<\/p>\n

Wouter Brackel, UX Design Lead, de Bijenkorf<\/div>\n<\/blockquote>\n

\u201cWe willen onze klanten helpen om hun doelen te bereiken via ons online platform. Of het nu gaat om bestellingen plaatsen of onze inkoopafdeling die de populairste sneakers spot, de verwachtingen moeten online worden nagekomen. Daarom richten wij ons op de zelfservice en online assistentie, waar en wanneer onze klanten er behoefte aan hebben. De klant moet meerdere opties hebben om antwoorden op hun vragen te krijgen.\u201d<\/p>\n

De uitdaging<\/h2>\n

Veel van het ontwikkelproces bij de Bijenkorf is gebaseerd op klantonderzoek, dus de medewerkers moeten goed inzicht hebben in de klantbehoeften. Dit inzicht kun je verkrijgen door bijvoorbeeld tests bij klanten zowel online als in de winkels uit te voeren. Maar ondanks dat realiseerde de Bijenkorf zich dat dit niet voldoende was. Een klanten feedback platform kan veel beter kwalitatieve inzichten bieden en door het gebruik van KPI’s<\/a> kan de klanttevredenheid daadwerkelijk worden gemeten.<\/p>\n

\"Mopinion<\/p>\n

\u201cWe maken altijd al veel gebruik van data analyses, heatmapping en andere middelen om inzichten te verkrijgen, maar we hadden behoefte aan meer diepgaande data. We wilden niet alleen weten wat het klikgedrag is van klanten, maar we wilden juist hun emotionele gedrag waarnemen. Veel klanten maken beslissingen op basis van emoties en als je die emoties begrijpt, dan kun je de online platforms verbeteren en je klanten beter faciliteren in hun behoeften.\u201d
\n
\nHet doel van de Bijenkorf was om het belang van klantfeedback<\/a> in het proces van product- en service ontwikkeling aan te tonen en ervoor te zorgen dat iedereen hier gewend aan raakt en zo dagelijks bezig te kunnen zijn met het verbeteren van de klantervaring. En daarom gingen zij op zoek naar een tool die hierbij kon helpen.<\/p>\n

De oplossing<\/h2>\n

Uiteindelijk koos de Bijenkorf voor Mopinion, omdat de ge\u00efntegreerde software een gebruiksvriendelijk dashboard<\/a> heeft, waardoor het team makkelijk de feedback resultaten kan gebruiken tijdens de dagelijkse werkzaamheden.
\n
\n\u201cWij hebben onze klantfeedback in onze datawarehouse ge\u00efntegreerd en dit gelinked aan andere data over klantfeedback en klantgedrag. Hierdoor konden we KPI\u2019s vaststellen om het succes van onze customer journey te bepalen. Verder gebruiken we Customer Effort Score (CES) en Goal Completion Rate (GCR) om onze algehele resultaten aan het management te presenteren. De focus op deze touchpoints biedt ook meer inzicht voor de product development teams.\u201d
\n
\n\"Mopinion
\n Voorbeeld feedbackformulier op website van de Bijenkorf<\/em>
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\nAlle feedback wordt door de Bijenkorf verzameld via web- en mobiele formulieren en via email.<\/p>\n

De resultaten<\/h2>\n

\u201cWe richten ons nu meer op klantfeedback, omdat het relevant is voor productdevelopment. Hierdoor is het mogelijk om de zelfservice strategie op onze website te verbeteren. Door KPI\u2019s per touchpoint te bepalen krijgen we een gedetailleerd inzicht in het succes van het project en dit kunnen we direct linken aan omzetgroei.\u201d<\/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":"

De Bijenkorf, staat bekend om haar luxe uitstraling en persoonlijke service in de winkels en heeft al bijna 150 jaar fysieke winkels in ons land. Hier kun je terecht voor kleding, schoenen, beddengoed, meubels, sieraden en nog veel meer. De website van de Bijenkorf is een verlengstuk van hun offline aanwezigheid, om zo Nederland en […]<\/p>\n","protected":false},"author":12,"featured_media":70125,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1887],"tags":[1793,1774],"class_list":["post-62354","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digitale-feedback","tag-customer-stories-nl","tag-ecommerce-and-retail-nl"],"acf":[],"yoast_head":"\nHoe Bijenkorf de ideale omnichannel winkelervaring cre\u00ebert - Mopinion<\/title>\n<meta name=\"description\" content=\"De Bijenkorf, staat bekend om haar luxe uitstraling en persoonlijke service in de winkels en heeft al bijna 150 jaar fysieke winkels in ons land.\" \/>\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\/customer-success-verhaal-bijenkorf\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hoe Bijenkorf de ideale omnichannel winkelervaring cre\u00ebert - 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