The holidays are here, which means many online retailers are stepping up their game and competing intensely for traffic on their websites. According to a study conducted by Deloitte, “more consumers plan to shop online for gifts than ever before” in 2016. In the United States alone, total holiday eCommerce sales are expected to reach $96-98 billion. This is huge! So how can you and your digital team maintain a smooth operation and happy customers while dealing with this massive influx of consumers? The answer is simple – use customer feedback to determine what is irritating your customers the most and solve it.
https://mopinion.com/user-experience-tips-happy-online-customer/
First Direct has topped a customer satisfaction index for the 10th year in a row.
The latest UK Customer Satisfaction Index (UKCSI) revealed First Direct was the highest scoring organisation in the banking sector, with a score of 86.1.
First Direct has consistently scored above 80 since January 2008, as has Nationwide since January 2011.
Yorkshire Bank was the most improved organisation with a score 10 points higher than in January 2017.
https://www.ftadviser.com/your-industry/2018/03/23/first-direct-keeps-customers-very-happy-for-10-years/
We can find the terms ‘user experiences’ and ‘UX’ all over the Internet. Just a decade ago this subject wasn’t widely known within our industry and now it seems to be the starting point for anyone interested in design or development. With all this talk, you’d think we’d be able to easily answer the question, “What is a user experience?” Turns out, it’s a pretty complicated question.
You may have seen attempts that try to explain UX, each more complicated than the last. For instance, this picture has been floating around the Internet for years and people generally agree (incorrectly) that it demonstrates a user experience pretty well.
https://www.antonsten.com/whatsux/?ref=webdesignernews.com/
If you’re involved in any kind of business, you’ve probably seen the abbreviation UX in online guides. It’s everywhere!
It stands for user experience – the one thing all businesses are trying to improve. However, there’s a narrower approach to consider: UX design. User experience design is all about improving the product in a way that enhances the user’s experience. That’s being done through implementing various techniques, such as human-computer interaction, usability, visual design, interaction design, and information architecture.
https://blog.apruve.com/b2b-user-experience-how-you-do-it-right/
Let's face it -- when it comes to measuring the return on investment for user experience (UX), all the traditional metrics fall down flat. For today's organizations, you simply can't put a price on the value of delivering an incredibly satisfying and rewarding experience to customers and users. That value percolates across all parts of the enterprise -- well beyond customer service.
The debate about the ROI of UX has been heating up lately. Alan Cooper, an ancestry thinker and software alchemist, recently posted that the question about the ROI of UX is "the most idiotic question ever asked." Why? Because organizations really don't pay attention to or even care about the value of superior UX, he states.
https://www.zdnet.com/article/the-value-of-superior-ux-priceless/
Customer experience is everything a customer appreciates about a brand, whether that's a quality product, short lines or a friendly cashier, says Arihant Jain, head of business for MEA at Freshworks.
https://www.itweb.co.za/content/wbrpOMgPxadqDLZn/
Mobile banking users engage with their devices with specific needs in mind. Their digital experience needs to be personalized, efficient and enjoyable to keep them engaged. Mobile and online user experience design focuses on providing solutions to immediate needs with the least amount of friction ... improving satisfaction, sales and revenue.
https://thefinancialbrand.com/77653/banking-ux-experience-design-customer-satisfaction-revenues/
New research on customer satisfaction with web user experiences makes a strong case for keeping your website up to date. A survey of 1,013 US-based respondents between the ages of 18-60 reveals 81% think less of a brand if its website is not updated.
https://www.searchenginejournal.com/81-of-people-think-less-of-a-business-if-its-website-is-outdated/290283/
Stedin is a regional Dutch network operator that mainly operates in the Netherlands’ Randstad region, which consists of Rotterdam, The Hague and Utrecht. As one of the top three largest operators in the Netherlands, Stedin is responsible for the transport of electricity and gas to more than 2 million customers (including industrial customers).
Eager to gain better insights into how their website was performing and how they could improve the online experience (on a deeper level) Stedin employed Mopinion as its digital feedback solution.
http://mopinion.com/customer-story-stedin/
