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/
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/
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/
Reviews are a powerful marketing tool and a source of unstructured feedback. The more you collect, the easier it is to quickly identify and solve product issues and uncover patterns.
We’re all well aware of the fact that reviews are a pretty big deal. 97% of online shoppers say they’re influenced by reviews, and another 88% say that reviews are the most important factor when it comes to making a purchasing decision.
For brands, reviews are a powerful marketing tool and a source of candid feedback. The more you collect, the easier it is to quickly identify and solve product issues, uncover patterns, and pick up on the things that inspire rants and raves among customers.
Here, we’ll go over some ways that you can get customers to leave more (positive) reviews.
https://www.business2community.com/marketing/10-ways-to-increase-online-reviews-02239159/
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