A warm welcome is one of the quickest ways to endear your business to customers and make a lasting impression. However, ensuring that this backed up by a consistently reliable experience is what will win customer loyalty according to the woman behind the hospitality industry’s leading customer experience analyst.
https://www.hotelowner.co.uk/18397-customer-feedback-use-it-or-lose-it/
Metrics are a foundational element of every Customer Experience (CX) program. With all the metrics available–including industry-standard ones and internally-developed ones–it can be hard to determine which ones to track on a regular basis.
https://customerthink.com/do-you-know-your-ratio-of-positive-to-negative-cx-feedback/
Do you have a handle on your customer experience? Here are four questions that will help you evaluate your CX quality.
https://www.business.com/articles/customer-experience-questions/
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.
Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! While I empathise, it’s not all bad news. This is because it also means that great service will also be more quickly seen online. Therefore you can make changes and see the results almost immediately, or at least far quicker than in most other businesses.
Read full article.
http://customerthink.com/fundamentals-of-a-customer-first-strategy-for-every-industry/
We recently read a crazy Linkedin post from Dave Grow, CEO of LucidChart. Dave took a common piece of advice for entrepreneurs “to do things that don’t scale,” and used it to better understand his customers. He has read more than 100,000 customer support tickets at LucidChart
https://customerthink.com/grow-your-company-faster-by-reading-customer-feedback/
An H&M spokeswoman said: “Following customer feedback, we are taking the steps to change our womenswear measurements to be in line with UK sizing, for example the previous measurements and fit of a size 12 will now be the measurements of a size 10.
https://www.eveningexpress.co.uk/news/business/hm-to-change-womenswear-sizes-following-customer-feedback/
When you use the phrase “capturing the voice of the customer”, many immediately think you’re referencing a survey designed for direct feedback. But today there are more channels than ever for the customer to engage with brands. Although survey feedback can be nicely packaged and easy to digest, it’s important to make sure you’re listening to customers in all of the many ways they give feedback.
https://customerthink.com/heres-what-you-can-learn-from-even-the-craziest-customer-feedback/
Getting to the top of your industry is no easy task, but staying there is a whole different ballgame. Those at the top do, however, have one thing in common: They understand the value of a winning customer experience (CX) strategy, and they measure it effectively to produce a CX currency that can be utilized by executives and team members at every level of the company.
https://www.forbes.com/sites/forbescommunicationscouncil/2017/08/21/how-listening-to-customer-feedback-can-help-you-maintain-your-place-at-the-top/#4427d2712483/
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/
One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!
Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want. Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty.
Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.
http://www.customerexperienceupdate.com/?query=customer%20feedback&open-article-id=8107121&article-title=how-to-capitalize-on-customer-feedback&blog-domain=comm100.com&blog-title=comm100/
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