The benefits of improving customer experience in financial services continue to accelerate, particularly as the percentage of Millennials occupying the marketplace continues to increase. Today, banks’ core target customers are not only increasingly tech savvy, but also are used to functioning in a world where services are smoothly integrated into their lives through evolving technology.
http://www.bobsguide.com/guide/news/2018/Feb/21/why-borrower-experience-will-be-the-principle-driver-of-bank-revenue-in-the-lending-market/
The demand for constant availability of apps, sites and services is nothing new. Digital users are only getting more demanding, and businesses that ensure their services are ‘always up’ and performing will dominate those who can’t successfully tackle performance issues.
http://www.softwaretestingnews.co.uk/2018-time-tackle-new-customer-experience-challenges/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights… all of the above is required to create an immersive and seamless experience for your customers.
That being said, the metric back bone of most CX programs rests in the Voice of the Customer (VOC) program. That is, those activities focused on getting customer and prospect feedback, getting it to the right people, and then doing something about it. If you are striking out for the first time to develop a VOC program or looking to upgrade your existing program here are some tips to consider.
http://customerthink.com/10-ways-to-reboot-your-voice-of-the-customer-voc-program/
It’s almost impossible to argue that now, more than ever, true power lives with the customer. Because of this, the concept of the customer experience (also commonly referred to as CX) has grown to almost mythical proportions in recent years. It’s no longer enough to just offer quality products or services. The customer experience that you offer needs to be as good or even better than everyone else’s – yet this in and of itself brings with it a few unique challenges that must be addressed.
https://chiefexecutive.net/integrating-the-customer-and-employee-experience/
And…that’s a wrap for 2017! We are thrilled to report that we’ve published well over 100 blog posts this year. Aside from being a great resource for everything online feedback, the Mopinion blog covers a wide range of digital topics and trends. From Customer Experience and User Experience to the Online Customer Journey and the rise of Mobile, we’ve written articles catered to every digital role.
So let’s take a few moments and reflect on Mopinion’s Top 10 Hottest Blog Posts of 2017!
https://mopinion.com/mopinions-top-10-hottest-blog-posts-2017/
“User Experience” and “Customer Experience.” They sound pretty similar, right? Here is a diffrent look at it...
https://www.digitalgov.gov/2014/07/07/user-experience-ux-vs-customer-experience-cx-whats-the-dif/
Companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues.
https://www.superoffice.com/blog/customer-experience-strategy/
Depending on their goals a customer has from using your digital channels, they may choose different paths to reach them. Equally, one customer may use a different path than another to reach the desired goal.
Therefore, to facilitate the holy grail of the digital customer experience you need a lot more than just some general online feedback or survey tools.
https://mopinion.com/digital-customer-experience-capturing-the-right-customer-insights/
Real-time customer feedback is a type of qualitative data collection, in which you receive live feedback from visitors on your website or mobile app. With real-time customer feedback, you can immediately see the needs and wishes of your visitors as well as monitor for potential problems such as bugs or missing information in the customer journey.
https://mopinion.com/what-is-real-time-customer-feedback/
