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/
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/
To create good customer service, you first need to know what needs improving. Customer feedback is your go-to source of knowledge in this case. It’s the gas that will keep your customer service machine rolling in the right direction.
https://www.livechatinc.com/blog/get-customer-feedback/
Customer experience team at the US burger chain shares how it has evolved customer service from 4 to 11 channels and made an ally of marketing along the way
https://www.cmo.com.au/article/642471/how-wendy-cx-team-harnessing-social-digital-service-successfully/
Customer inputs sometimes become the most important critiques of your work. They are like mirrors and always give a true feedback. Carrying out usability testing with them is not enough till you seek their feedback and use the feedback to analyze your product design and also incorporate the changes that have recommended.
http://atrybox.com/importance-of-customer-feedback/
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 has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS).
https://www.peoplemetrics.com/blog/saas-companies-implement-a-product-nps-program-in-5-simple-steps/
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