Organisations nowadays have all of the data they need right at their fingertips. So why is it that some companies succeed and some struggle when it comes to the Voice of the Customer (VoC)? The answer to that is strategy. What those struggling organisations haven’t yet realised is that gathering VoC data is only half […]
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Are your customers getting value out of the online experience you’re offering? Are they satisfied with your products and services? And just how loyal are they to your brand exactly? These are the questions customer feedback will help you get the answers to. In return, this clarity and better understanding of customers’ needs is what […]
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Despite popular belief, collecting customer feedback alone isn’t necessarily a sustainable or even actionable process. Sure it will provide a quick glimpse into what online customers are thinking, but it will not give organisations the insights they need to truly optimise their online experience. If they want to be successful in doing this, they’ll need […]
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The infamous marketing metric, the NPS, or net promoter score, is about to celebrate its 20th anniversary. In 2003, Reichheld, Bain & Company and Satmetrix Systems wrote about the metric in the Harvard Business Review. The article dictated that NPS score shows how satisfied and loyal customers are by asking just one, simple question. Sounds […]
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You probably know this already but… (*drumroll*) we have finally switched over to Mopinion Raspberry! Our brand new, next generation user interface is now the one and only user interface of Mopinion. Tying together all the favourite functionalities of Mopinion Classic, the brand new Mopinion Raspberry interface enables users to conveniently collect and manage their […]
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Omoda is a well-known Dutch shoe store chain with well over 20 physical stores and an extensive (international) webshop and online shopping app. In 2000 the Omoda store concept as we know it was launched and in 2007 online shopping was adopted. The combination of physical shops and an online store turned out to be […]
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Many countries such as Belarus, Belgium, Canada, India, Ireland, South Africa, the United States and Switzerland are officially multilingual, but also have many monolinguals among them. For the United States this means that some of the population speaks English and some speak Spanish or Chinese. As a retailer or e-commerce company, this brings many challenges, […]
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The COVID-19 pandemic has strained many businesses across the globe. However, retailers’ challenges have been exceptional. In fact, it would be an understatement to say that the past year was a struggle for many retailers. Forbes even refers to last year’s events as ‘Retail’s Great Pivot’ – their way of describing this rapid shift in […]
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Shopping habits today are wildly different from those of a few years ago. And the recent lockdowns have – of course – also contributed to this change. As a result, the digital transformation has accelerated and therefore, the number of mobile purchases within the retail industry has also skyrocketed. Mobile apps are ideal for displaying […]
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Online marketplaces are becoming increasingly popular as more and more online shoppers find their way through these handy e-commerce platforms. In fact it’s hard to remember what online shopping was like before these online sales giants entered the market. But when it comes to digital marketing, the challenges for keeping online marketplaces competitive are quite […]
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