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Why Customer Knowledge is Essential to your E-Commerce

In today’s online world, your e-commerce business is only as successful as the customer experience you deliver. And your customer knowledge base is the single most important key to providing a great customer experience. This is because online customers expect to get the right information at the right time without having to pick up the...

Mar 30, 2016

Measuring Online Loyalty: Everything You Need to Know

By continuously meeting customer expectations and keeping your promise to deliver real value, you give your customers what’s needed to develop a long-term relationship with your brand. Taking your promise one step further by exceeding customer expectations will further ensure long-term satisfaction and loyalty. Unfortunately, for many online businesses, maintaining customer loyalty has become an...

Mar 16, 2016

3 Customer Insights Your E-Commerce Needs To Know

Some e-commerce companies just seem to have a six sense when it comes to knowing what customers want and how to optimize online platforms to deliver accordingly. These companies have perfected the practice of collecting and implementing customer feedback. Amazon, Netflix, and Uber, for example, recognize that, without question, gathering and using customer knowledge is...

Mar 09, 2016

5 Ways Feedback Improves Web Abandonment & Conversions

So, your products just aren’t selling. Frustrating, isn’t it? Your e-commerce store is seeing lots of traffic but, for some reason, people still aren’t clicking on the buy now button. Your online traffic simply isn’t converting into sales. The reasons for why this is happening are often a mystery to e-commerce businesses. And even though...

Feb 24, 2016

Why Customer Feedback is Key to Successful Market Disruption

In 1997, Harvard Business Professor Clayton Christensen coined the term “disruptive innovation” in his book The Innovator’s Dilemma. For Christensen, disruptive innovation is any technological development that changes the status quo of the current market and its available products. Through disruptive innovation, customers are offered something that’s simpler, more convenient, more easily accessible, or otherwise...

Feb 14, 2016

4 Strategies for Eliminating Barriers to Survey Completion

Of course, customer feedback is the single best way to improve customer satisfaction. However, just because customers are asked to provide feedback doesn’t necessarily mean they will. Unfortunately, some companies never see the benefit of customer feedback, usually because their feedback strategies are not well planned or implemented, and are considered burdensome by customers. But...

Feb 10, 2016

Why Customer Feedback is the Secret to Business Success

Thousands of new businesses start up every year, but many of them fail within just a matter of years. According to statistics published by the Small Business Administration (SBA), about half of all businesses survive at least five years and only a third survive ten years or more. However, Bloomberg paints an even bleaker picture:...

Jan 31, 2016

How to Optimize the Value of Negative Customer Feedback

One bad experience is all it takes to land on a customer’s blacklist. And, unfortunately, many businesses will never get a second chance with a customer before he or she gives up in the business forever. For this reason, businesses must actively request feedback from customers in order to increase retention and reduce attrition. If...

Jan 27, 2016

Enrich Adobe Campaign in real time with data from smart surveys

Just a few weeks after releasing the new version of MyFeelBack, we’re excited to announce our integration with Adobe Campaign. With this new Adobe connector available in the AppExchange, you’ll be able to empower your sales and support teams with actionable real time insights, right from Adobe Campaign. A fluid and more open customer feedback management...

Jan 21, 2016

Enrich Salesforce CRM in real time with data from smart surveys

Just a few weeks after releasing the new version of MyFeelBack, we’re excited to announce our integration with the world leader in CRM software, Salesforce. With this new Salesforce application available in the AppExchange, you’ll be able to empower your sales and support teams with actionable real time insights, right from Salesforce. A fluid and more...

Jan 13, 2016

How Timing Feedback Requests Improve Your Response Rates

Many factors can determine the response rate of your feedback survey: how the survey is delivered, how it looks, the quality of your contact list. But another key factor is when you ask customers to provide feedback. One way to improve the response rate of your feedback survey, especially those launched via email, is to...

Dec 28, 2015

4 Customer Experience Measurements to Increase Satisfaction

Companies often mistake repeat customer business with loyalty. And, on the surface, this would seem like a logical conclusion. However, in truth, many customers only stay with a business for lack of other options. But, as soon as they find one, they will migrate to a competitor offering them a better overall experience. At the...

Dec 21, 2015

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