The nice folk over at Technically Marketing have a great article on top statistics for Customer Experience. The full article is here, and well worth a look. Like all good blog articles these days we have picked our top three favorites – they dwell on the bad news of not getting customer experience right. 1) [...]
Opiniator was featured in a recent Pest Control Technology article about the importance of Customer Service. The full article is here. Procuring reliable customer feedback is one thing — implementing an improvement based on that feedback quickly enough that a dissatisfied customer won’t jump ship for another service company is quite another. According to Matt [...]
The prediction that all businesses need one of these has been around for a while now, yet the position has yet to generate any traction. Maybe this is the year? Also referred to as a variety of other titles including chief experience officer and VP of customer experience, the cross-departmental executive-level role is implemented as [...]
70% of defecting customers say that poor service prompted their decision to leave. The ability to identify at-risk customers – both those who actually complain and those who don’t – is becoming an increasingly important mandate for companies competing in a global environment where individual consumers have never had more information, choice and power. OK [...]
The latest Aberdeen Research report on Customer Feedback Management, investigates the business attributes of successful (Best-In-Class) and unsuccessful (Laggards) companies to identify those that are most important. For revenue growth, Best-In-Class companies achieved an average of 28% year on year revenue growth but laggards were at best flat. Best-In-Class had retention rates at 82% (wow), Lagards [...]
In the latest of a series of thought provoking articles by QSRBuzz, highlighting mobile technology in the Quick Serve Restaurants, Opiniator is discussed as a customer retention and analysis tool. Nice quote from Portland’s Hotlips’ Pizza Operations Director – Lou Hijar who says of Opiniator “We were able to analyze data quickly and efficiently. Immediate [...]
