Our thoughts on Digital Customer Experience

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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Is digital development on the rise for B2B companies?

Mopinion: Is digital development on the rise for B2B companies? - B2B Digital Development

Recently, in November, I had the chance to attend the CustomerTalk digital marketing event. The main topic was digital marketing with a focus on developing trends for 2017 and insider guides. Much of the conversation was focused on digital how-to’s, discussions on the direction that online marketing will be moving in the coming years and […]

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Passive versus active online feedback forms

Mopinion: Passive versus Active online feedback forms - Feature image

Online feedback forms come in many different shapes and sizes. To initiate these different types of feedback forms on a website or mobile app, two different methods are used: a passive approach (e.g. a feedback button on the side of your website) and an active approach (e.g. triggering a feedback form when a customer reaches […]

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5 Common Misconceptions about Online Customer Feedback Debunked

Mopinion: 5 Common Misconceptions about Online Customer Feedback Debunked - Feature image

“Nah, I don’t need any feedback forms. I cannot understand how that would increase sales on my website. I don’t even have enough visitors as it is.” Which is what a digital marketer from a media company said to me last week. Then it hit me. Most marketers have preconceived misconceptions about how specific online […]

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3 Powerful Ways to Harness ROI of Online Customer Feedback

Mopinion: 3 Powerful ways to harness ROi of online customer feedback - Feature image

A few weeks ago I was invited by the eAcademy, a private course for marketing professionals organisation by the Dutch association for online shopping, to give a lecture on increasing conversion using online customer feedback. It was an interesting event with marketers from leading online retailers organisations such as Bol.com, G-star and Wehkamp. One of […]

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Digital Customer Experience Benchmark 2016

Mopinion: Digital Customer Experience Benchmark 2016 - Feature Photo

The Digital Customer Experience Benchmark 2016 reveals that most major European companies still remain in the beginning stages of monitoring customer experience through digital channels such as websites and mobile apps. Nearly half of these respondents feel that they are doing reasonably well in terms of monitoring customer feedback. Nonetheless, in terms of customer follow-ups […]

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Reduce your online churn using text analytics

Mopinion: Reduce your churn using text analytics

It is likely that most of you reading this already have an online customer experience program in place, with feedback collection tools quantitatively monitoring your website and apps. In other words, you’ve got all the essential structured data you need to tend to your customers’ needs and make the appropriate adjustments to your online sales […]

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