Mopinion’s partner, Bright UK has been nominated together with DMG Media for the award for Best Voice of the Customer Initiative, as part of the European Contact Centre & Customer Service Awards (ECCCSAs) in the UK. The ECCCSAs are considered the ‘largest and longest running awards in the customer contact industry’. The organisations nominated are […]
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Voice of the Customer (VoC) programmes are intended to capture the opinions and preferences of all customers, analyse those insights, and use them to create meaningful changes in customer experience (CX). Having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) […]
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The travel industry, one of the world’s largest industries, has changed drastically over the last few years as a result of digitisation. Digitally confident customers now seek more control of the booking process, making the demands for good (online) service even higher than before. So what does this mean for travel marketers? You guessed it, […]
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Well, they’ve finally come out with a release date for season 7 of Game of Thrones! And all of us ‘GOT’ fans out there cannot contain our excitement. Especially with how things ended in season 6. Will Daenaerys, the rightful heir to the throne, finally become the queen of the realm? Will they reveal who […]
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Having an online customer feedback tool in place is one thing. But putting it to good use and actually listening to your customers? That’s another. Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive […]
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The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service. Traditional Voice of the Customer studies consisted of focus groups and individual interviews, but times are changing. Nowadays […]
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The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of tools in order to collect feedback from the user. But what type of feedback tool should you use, for which type […]
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I often talk about the ‘Three Pillars’ of online customer feedback (collecting, analysing and taking action) and undoubtedly without the initial stage of collecting the right feedback on your websites and apps the whole exercise is futile. Collecting the right customer feedback in your online ordering funnel takes careful planning and a firm understanding of […]
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NS (Dutch Rail) is the largest railway company of the Netherlands. NS transports almost one million Dutch travelers every day. The NS railway network covers around 300 railway stations across the Netherlands. Over the last years NS has been actively improving its online visibility and services. Digital sales and services have become increasingly important. NS […]
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Voice of the Customer helps financial sector regain trust and increase productivity After much of the global economy went into recession back in 2008, public confidence in financial institutions took an equally dramatic dive. Whatever the reality, a large percentage of public and media opinion shifted blame towards global ‘bankers’, unseen financial professionals that were […]
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