It’s almost time to ring in the new year! But before we do, Mopinion would like to take a moment and reflect on this past year’s most popular blog posts. In well over 100 blog posts, we’ve covered everything from user feedback and user experience tips to listening to the Voice of the Customer and other important digital trends grabbing hold of the market. So which ones were your favourites?
Here are our top 10 Hottest Blog Posts of 2019:
#1: Tips to Optimise the Online Journey for Financial Institutions
The Financial industry has gone through a transition to a more digital way of working and this has – in return – given financial institutions the opportunity to get even closer to their customers than ever. Where the focus in the past laid on offline touchpoints, nowadays the financial institutions aim on improving the quality of the digital experience and creating a connection in an online environment.
This article analyses what the online customer journey within the financial industry looks like, and how organisations within this industry can leverage digital feedback to optimise various stages within the journey.
Read this post here.
#2: What is the Customer Experience Gap?
Are you in tune with the needs of your customers? Most companies believed that they were providing a superior customer experience to their customers. However, only a small percentage of the customers actually shared that opinion. This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
The customer experience gap is essentially the gap between what customers want and what organisations actually give them. In other words, it is the result of your brand failing to meet expectations at any point across the customer journey. So what should your organisation do if it’s dealing with a Customer Experience gap?
Read this post here.
#3: The State of Customer Experience (CX): What’s happening now?
One of our juiciest and insight-rich articles of 2019…This post looks at why CX has become a heavy focus for many organisations and why there is so much movement (both expansion and consolidation) taking place among CX software solutions. The best part? It also includes input from experts across the globe and their view on where CX might be headed in the coming years.
Read this post here.
#4: What is Text Analytics? And why should I care?
When it comes to online user feedback, there’s a lot to be said about quantitative data (e.g. metrics such as Net Promoter Score, Customer Effort Score, & Customer Satisfaction) but still little is known about the qualitative side (e.g. open answers), or the ‘unstructured data’.
Text analytics is a method for turning large amounts of unstructured data into something that can be understood and analysed. In this article, Mopinion explains the different Text Analytics techniques and how organisations can benefit from such a feature.
Read this post here.
#5: What is a Customer Feedback Metric?
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. Without metrics, feedback data can be messy.
Customer feedback metrics are measurement units that let us quantitatively assess our online feedback. In this article we explain the most important Customer Feedback Metrics you want to measure and we show you how you can measure and interpret the collected data.
Read this post here.
#6: Getting your team on board with customer feedback
You have recognised the value of having a strong feedback programme and you’re well aware of what it can do for your websites and mobile apps – as well as your brand as a whole. However, for you (and most other organisations), it’s not a question of whether you should start collecting and analysing customer feedback, but rather how to get your teams on board with the idea and contributing to the effort.
That being said, we’ve highlighted a three step process on how to get your team on board with customer feedback.
Read this post here.
#7: Mopinion launches user feedback extension for Magento
It seems we have a lot of Magento enthusiasts out there! Magento is a well known cloud platform for e-commerce businesses. It offers solutions for all business types including B2C, B2B and hybrids. As a Magento user, you can access the Mopinion extension and easily create your personalised feedback forms and start collecting customer feedback.
In this article we demonstrate how to set up the Mopinion extension for Magento.
Read this post here.
#8: Watch On Demand: Mopinion Academy Onboarding Webinars
Another hit this year was the Mopinion Academy Onboarding Webinar series. This is a free, three-part webinar series that demonstrates how to set up and utilise the different aspects of our software. Hosted by our Customer Success team, users have benefited greatly from the advice and guidance these webinars have provided. The webinars cover topics such as Form Builder & Deployments, Reporting & Dashboard Configuration and Action Management / Follow up / Sharting within your Organsations.
#9: How to Measure Customer Loyalty with Online Surveys
In the end, all of our efforts should result in loyal customers, in brand ambassadors. But how do you know if your customers are loyal? Measuring loyalty will ensure your customers are satisfied with your brand and the best way to do this is to go straight to the source: ask your customers for input!
In this article you learn how to measure customer loyalty with online surveys using these example survey templates.
Read this post here.
#10: Top 10 Must-Read Guides to Digital Transformation
Is Digital Transformation ‘just’ a buzzword or is there more to it? The digital transformation is a complex and sometimes even daunting process that impacts multiple aspects of your business. Whether you’re a brand new startup or you’re simply looking to boost your business, we’ve got a great set of resources that will help you move forward.
Read this post here.
A special thanks…
We’d also like to take this opportunity to extend a special thanks to our readers. Your feedback this year has given us the input we need to continue providing the invaluable content and resources around all things digital. And as our readership continues to climb in the coming year, we aim to expand our resources to more digital roles as well as more industries, giving you the insights required for a successful digital strategy.
We’ve got plenty more blog posts on the menu for 2020 that we hope will further guide you in enhancing your online feedback programme and we can’t wait to get started!
