It’s a tale as old as the Internet. Essential basics of human interaction get lost in the flash and promise of technology. Time and again, we must take a step back, reconnect, and make sure the technology is serving us, and not the other way around.
I see it happening again with big data and customer analytics. We now have immense power to collect, correlate, and manipulate data to produce more precise customer profiles, marketing strategies, and sales trends. These capabilities are nascent in most companies; many are still figuring out which metrics will produce the most valuable insights.
But metrics and models will never give us all the answers we need to understand the voice of our customer. The most valuable messages can get lost in the deluge of data, and even the best analyses still require expert human interpretation before they can be put to practical use. Without true engagement, I see all those insights mined from surveys, customer tracking, and social media as gold nuggets piled high in carts but stuck below ground in the mine.
https://techspective.net/2017/11/07/build-employee-customer-engagement-feedback-loop/
There are so many different ways to measure customer satisfaction — figuring out which one to send to your customers can become a nightmare.
Well, it’s always a good idea to go with something that is easy to implement and does not require much effort from respondents.
And that is why we’ve introduced Customer satisfaction(CSAT) surveys in Hiver.
It is the most straightforward way of measuring customer satisfaction with a business purchase or an interaction.
All you have to do it ask a simple question - something like: How satisfied were you with your experience?
And the response can be one of the three emojis: happy, neutral, or sad.
Read full article.
https://hiverhq.com/blog/csat/
How well do you know the people you're targeting?
And I mean really know them? Do you know why they're signing up? Do you know why they're buying? Do you know why they would click on your ad in the first place?
If you do, congratulations. You're a genius.
https://www.wordstream.com/blog/ws/2018/02/08/customer-feedback-ad-copy/
You can write – and pay for – advertising that will try to convince prospective customers to give you a call. Or, for free, you can get satisfied customers who are far more believable to write it for you.
Consumer reviews represent, perhaps, the most powerful advertising messages you can develop. The good news is you don’t even have to pay to get them published.
http://www.tirereview.com/tire-shop-customer-feedback-marketing-online-reviews/
Americans rely on online reviews for selecting everything from an Airbnb room to an employer, but these reviews are often skewed. That’s because people whose opinions fall at the extreme ends of the spectrum tend to write reviews, according to the University of Pennsylvania’s Ioana Marinescu, University of Chicago Harris School of Public Policy postdoctoral scholar Nadav Klein, and Glassdoor’s Andrew Chamberlain and Morgan Smart.
http://review.chicagobooth.edu/economics/2018/article/love-it-or-hate-it-how-get-more-balance-online-customer-reviews/
Successful Perth tech business HealthEngine has removed all customer feedback from its website while it conducts a review.
The review follows an investigation by Fairfax, which analysed nearly 50,000 patient reviews and found the business had altered 53 per cent of them in some way.
https://www.businessnews.com.au/article/HealthEngine-reviews-customer-feedback/
If you’re a small business owner, online reviews can be a blessing or a curse. They’re great when you’ve got enough reviews—and if they’re positive. But things can change fast. Just one negative review can cost a business up to 30 customers.
https://www.allbusiness.com/company-online-reviews-manage-117153-1.html/
During the last couple of years, the popularity of online reviews has grown significantly. Reviews help people decide which products or services they should buy, where they should travel and even where they should eat. Over time reviews have slowly become an integral part of business on the internet.
https://www.brightlocal.com/2017/03/15/the-impact-of-online-reviews/
Unhappy customers in a mobile world are a tough combination for business. Dissatisfied patrons seem almost determined to post a negative review and even worse, review sites permit customers to upload pictures too. So, if your coffee house has an overflowing trash can or the floor needs sweeping, a customer can snap a photo and upload it to a review site for all to see. Negative reviews have become the digital version of calling someone out, and they can wreak havoc on your business.
https://www.business2community.com/customer-experience/business-gets-negative-review-01873163/
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