"We put the customer first!"
You've definitely heard this phrase before -- and probably from more than one company. This statement is a foundational promise in countless mission statements, website headlines, and choruses of customer service teams everywhere. Today, it's hard to find a company that doesn't say, "we put the customer first" in some part of their messaging.
But here's a tough question: how many of these companies go beyond a marketing message and actually take the necessary steps to put their customers first?
According to new HubSpot research -- not nearly enough of them. We found that an astonishing 42% of companies don't survey their customers or collect feedback.
How can your company claim to put the customer first if you aren't making the effort to listen to what your customers have to say?
https://blog.hubspot.com/service/state-of-service-2019-customer-first/
Bill Gates, the wealthiest man in the world once said, “We all need people who will give us feedback. That’s how we improve.” It seems that successful leaders still ask feedback from their peers and customers – it is obvious their drive to constantly improve and use the best tools at hand is a big reason why they are so fruitful in their business.
There are several misconceptions that Digital Marketers assume about Online Customer Feedback, we listed some of them for you...
https://mopinion.com/5-common-misconceptions-about-online-customer-feedback-debunked/
Mobile apps have become the bread and butter for many digital marketers. This is mostly credited to the fact that a quality mobile app has the potential to promote and grow your business tremendously. It can open new channels of revenue, introduce you to new marketing strategies (e.g. location tracking), give you the opportunity to provide more modern social media campaigns and of course, enable you to focus more on user experience. However, as the famous Rocky Balboa (yes, I’m a fan) puts it, ‘it ain’t all sunshines and rainbows’. Developing a successful mobile app can be a demanding task that requires a lot of thought and understanding of what the customer needs. So what better way to explore what the customer needs than to ask them directly? Customer feedback makes that all too simple.
https://mopinion.com/easy-to-use-mobile-app-feedback-form-templates/
We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.
https://www.peoplemetrics.com/blog/5-insights-from-our-2016-study-on-customer-experience-for-banks/
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled.
https://www.peoplemetrics.com/blog/5-necessities-of-an-effective-closed-loop-customer-feedback-program/
With the explosion of social media tools, there are now myriad ways your customers can tell you what happened during their experience and how they feel about your organization, brand, products and services. Even voice of the customer programs are now commonplace.
https://www.businessinsider.com/5-ways-to-use-customer-feedback-to-strengthen-your-customer-experience-2011-8?international=true&r=US&IR=T/
Online customer reviews can make or break your business. Entrepreneurs find it a priority to learn to react to people’s feedback, both positive and negative.
http://customerthink.com/7-effective-ways-to-respond-to-customers-feedback/
The Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate the single most exciting opportunity for their organization in the upcoming year – and once again, the same answer came out on top.
https://www.superoffice.com/blog/customer-experience-strategy/
An angry customer is a business nightmare, right?
Wrong.
An angry customer is a business opportunity.
If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:
The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.
Here’s how to make that happen.
https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
Amazon have a useful feature to enhance the buying experience for shoppers. They are using real customer feedback from previous customers who have purchased a garment to give clothing size guidance to other potential shoppers.
https://tamebay.com/2018/05/amazon-use-customer-feedback-for-clothing-size-guidance.html/
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