Our thoughts on Digital Customer Experience

Optimising the online customer journey: for eCommerce websites

Mopinion: Optimising the online customer journey: for eCommerce websites - Cover Image

It’s quite evident that the online buying process is no longer a linear one. Consumers are entering eCommerce websites from a myriad of different devices and online channels. And in the midst of all this chaos, your business needs to find a way to reel these consumers in as well as nurture them once they’ve […]

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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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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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Collecting Goal Completion Rates and Customer Effort Scores in online ordering funnels

Mopinion: The power of GCR and CES in online ordering funnels - Cover image

Every ecommerce manager would agree that selling products and services online without monitoring customer experience metrics is the same as driving with your eyes closed. These are metrics such as Net Promoter Score (NPS), Goal Completion Rate (GCR) and Customer Effort Score (CES), all of which are heavily relied upon to determine both the success […]

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Four tips for ecommerce companies who want to start collecting digital feedback

Mopinion: Four tips for ecommerce companies who want to start collecting digital feedback - Ecommerce Cover Image

The headstone to a sustainable customer-retailer relationship, increased online conversions and improved customer loyalty, online customer feedback can be a real competitive advantage for companies in the ecommerce industry. However, collecting the right customer feedback takes careful planning and a firm understanding of the journey your customers take when buying a product on your website […]

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Build up customer loyalty with online customer feedback

Mopinion: Build up customer loyalty with online customer feedback - cover image

Have you been showing your customers enough love lately? In light of the upcoming holiday – Valentine’s Day – we must remind ourselves how meaningful customer relationships are, which is why we’ve dedicated this blog to emphasizing the importance of customer loyalty and how it can be enhanced through online customer feedback. Why is customer […]

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Quantitative vs Qualitative Online Customer Feedback

Mopinion: Quantitative vs Qualitative Online Customer Feedback - Cover

When we talk about quantitative and qualitative feedback on digital channels, we’re talking about the difference between objective and subjective data. This quantitative data tends to be more concrete and precise (e.g. traffic, number of clicks, behaviour). It therefore involves numerical results. Alternatively, the qualitative data is more descriptive and explanatory (e.g. open comments, suggestions, […]

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Why you should be collecting feedback on website content

Mopinion: Why you should collect feedback on website content - Cover image

Whether companies know it or not, website content largely defines the success of your business. Think of it this way: your website is often the first chance you have to market your company’s products and services to your customers. So why wouldn’t you make it a priority to have the best website content out there? […]

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Which website tools are best for effectively engaging with the online customer?

Mopinion: Which website tools are best for effectively engaging with the online customer? Cover image

Ask anyone. There are many companies out there that make use of several tools as a means for communicating with their visitors or customers on their website, be it through a chatbot, feedback form or direct review. Now, you might be thinking ‘Hey these are basically classified as customer experience tools and I have one!’ […]

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Digital Customer Experience Trends for 2017

Mopinion: Digital Customer Experience Trends for 2017 - Cover Image

According to Forrester, 72% of businesses say that improving Digital Customer Experience is their top priority. So where do we see it headed and what does that mean for these ambitious (and rightly so) companies? For starters, the relationship between businesses and their customers is undergoing a massive transformation. Business are now taking on a […]

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