Analyzing your website can give you many insights into what your customers like or don’t like. But sometimes it’s not enough. Wouldn’t it be better if you could just ask them and get straight answers from them?
Yes, we’re talking about customer feedback.
Why Customer Feedback Is Important?
Anyone who owns or runs an eCommerce site, whether large or small, knows the importance of customer feedback. Equally well-known is the difficulty involved in generating quality customer feedback.
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.W3_CsC2iHq1/
Simple questions have the power to reveal some invaluable truths. Consider the question at the heart of every Net Promoter Score questionnaire: how likely are you to recommend our company to a friend or colleague?
The responses can help your brand to determine your overall customer satisfaction and brand loyalty. But how can you turn those insights into actions that increase CSAT and grow your revenue.
http://customerthink.com/how-to-improve-your-net-promoter-score-with-your-customer-service-team/
In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from people, and customer experience should be no different.
The path to business success and growth is paved with quality customer experiences (CX). CX is arguably the #1 proven way to positively impact revenue, especially over the long-term. There are usually a number of touch-points in the buyers’ journey, and if a customer is not satisfied at each one, they can very easily go elsewhere. Competition is fierce, especially in a thriving global economy. Only companies that deliver consistently superior CX will create emotional connections that are strong enough to earn customer support. Once a buyer has chosen your company the challenge is to keep them as a customer and build a relationship, reducing churn and increasing life time value.
http://customerthink.com/improve-customer-service-to-improve-call-center-performance/
There’s something that you can see in all kinds of retail stores and airports and hotels that our guest today wishes would just go away. And that’s the customer service desk. You know what I’m talking about, the desk or stand with the sign above it where you often have to wait in line and then explain everything that happened to finally get something taken care of?
Our guest believes that that desk sends the wrong message, not just to customers, but to employees; that it’s silently telling all the other workers, they don’t have to mess with problems or handle complaints because customer service will take care of it – it’s their job.
http://hbr.org/ideacast/2020/01/setting-a-high-bar-for-your-customer-service/
Famous entrepreneurs Henry Ford and Steve Jobs were known for dismissing customer feedback. However, their stories prove that by ignoring consumers blindspots are created and competitors succeed, writes, Leela Srinivasan SurveyMonkey CMO.
http://martechadvisor.com/articles/customer-experience-2/were-henry-ford-and-steve-jobs-right-about-customer-feedback/
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