We’ve been cooking up something special for the Finnish eCommerce industry over the past few months. We have officially partnered with OP, Finland’s largest bank and purveyors of online payment processing tool Checkout to create an advanced analytics tool for eCommerce companies to measure their customer experience strategy. This tool will allow companies to measure every step of their customer journey and allow them to see exactly where their customer experience is succeeding, and where it needs work.
A compilation of tips and tricks for anyone who aspires to be at the cutting edge of customer experience management
What do sales teams do on a daily basis? That’s exactly what Elina Long, student at Haaga-Helia University of Applied Sciences, wanted to know.
Elina joined us at our Helsinki office to ask questions, shadow our sales team and gain insights into the inner workings of a functioning sales and marketing team. With a positive attitude, a strong knowledge of sales processes and a willingness to learn, Elina fit right in with the spirit of the team here at Feedbackly.
A Crash Course Guide In Customer Journey Strategy
Everything you need in one beautifully designed eBook.
Feedbackly and the City of Helsinki have teamed up to bring the next generation of customer experience services to the Finnish healthcare system. The city’s brand new, state of the art Health and Well-Being center in Kalasatama, Helsinki is the first site to integrate Feedbackly’s customer feedback software into Softbank Robotics’ flagship humanoid robot, Pepper.
A customer journey map is like a puzzle. Every touchpoint slots into your customer journey, building each stage bit by bit to reveal the overall picture of your organization’s customer experience. With so many touchpoints across multiple online and offline platforms, the puzzle has become far more complex in recent years, making it increasingly more difficult to know exactly what pieces you need.
That’s why created this easy to follow customer journey map template.
This template will allow you to keep track of your customer journey by laying out each step in one place. You can enter customer activity, goals, touchpoints, feedback, etc. for each step of the customer journey.
Try using this template in conjunction with Feedbackly to see exactly how your customer feedback effects performance and vice versa.
Improving customer experience is fast becoming one of the most important strategies for businesses. In fact, Gartner reported that:
“By 2018, more than 50% of organizations will implement significant business model changes in their efforts to improve customer experience”
Most CEOs now agree that improving customer experience is vital to their company’s success, but often forget that their employees are the key ingredient to making those improvements. Customer experience strategies require a far wider variety of process changes than most CEOs generally consider, leaving a chinks in the armor of their organization.
One such process, which is often omitted from customer experience models, is the “employee experience”. In this blog post we will explain how employee experience can boost your CX plan, and highlight how feedback can be used to strengthen your strategies.
“Would I like to win a new iPhone? Of course I would”
Is there any other answer to this question really? When it comes to generating leads and gathering valuable contact details from customers and prospects, there are very few more effective methods than creating an irresistible incentive like a new piece of tech.
That’s why we created the Feedbackly iPhone Competition. We wanted to create a strong enough incentive for customers to leave unbiased feedback so that our users get the most amount of feedback possible, while gathering valuable marketing and sales leads at the same time.
And the best part? You don´t actually have to worry about buying iPhones to give away, we’ve got you covered. We draw the name at random and contact them directly to let them know that they have won the prize!
Feedbackly is an all-in-one customer feedback tool designed to auto-measure your entire customer journey and is the only multichannel feedback platform with in-built sales and marketing tools.
We believe that listening to customers should be the norm in every organization – And what’s more, it should be easy. So in the spirit of making things simple, we created this video tutorial series to quickly take you through each step of creating and optimizing your Feedbackly account and to help you to become an industry leading customer experience expert.
The Feedbackly kiosk is a sophisticated iPad based device that is currently being used in over 300 customer locations, collecting valuable customer feedback data for leading customer-centric businesses all over the world. With features like customer satisfaction surveys, open ended response capabilities and a unique ‘upsell’ iPhone competition, the Feedbackly kiosk is truly one of a kind.
Once you have a Feedbackly Kiosk installed in your store, the next step is to learn how optimize your station and get the most out of the service. It is not only important to understand the key features but to also pay particular attention to the location of your device within your store or service area. Carefully picking the location for your device is a great way to receive even higher levels of customer feedback and grow your overall customer experience.
Here are our top tips: