Customer experience in the travel industry has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to tell you what the cheapest deals are – you can even find out things like when’s the best time to book, making sure you always secure the lowest price.
While this all sounds like great news for jetsetters, it does mean travel brands have entered a race to the bottom in terms of price, leaving customers scratching their heads when it comes to working out which service is actually best. After all, short of operating at a loss, brands can’t afford to keep slashing their prices, they need to find other ways of standing out in a crowded market.
The most obvious way of doing this is by offering a customer experience that cruises 35,000 feet above the competition – and we don’t just mean lavishing on the free bubbly. As anybody whose luggage has ever ended up in Bangkok when they’re in Birmingham will tell you, travelling is loaded with opportunities for things to go wrong.
This goes to show, a great customer journey isn’t just about the added extras, it’s about the way brands handle problems – and for a one-way ticket to improving in this area, you need plenty of customer feedback.
https://uplandsoftware.com/rantandrave/resources/blog/why-brands-must-capture-feedback-from-the-silent-traveller-to-improve-cx/
Whether your company is a global brand with millions of fans or a tiny startup with a handful of customers, one thing remains true: Great marketing starts with understanding and empathizing with your customer. It’s the best way to build trust. Gain their trust first, then you’ll earn the opportunity to explain how your product or service solves problems for them.
From our research we know that 63 percent of consumers think marketers are selling them things they don’t need. That tells me that we, as marketers, are breaking this cardinal rule of marketing. We aren't listening.
I recently spoke at the 2019 SaaStr Annual conference about how we need to lean into customer feedback more than we ever have before -- and how using surveys to listen to your customers can create rabid fans for your brand. I’ve translated some of that talk below to show how easy and effective it can be to use customer feedback to accelerate startup growth.
https://www.entrepreneur.com/article/331392/
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
How do you get loyal customers? A great customer experience (CX), of course.
In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a world where products and services are increasingly commoditized, and competing based mainly on price is not a viable long-term strategy.
An indisputable key component of a customer experience strategy is the Voice of the Customer (VoC) program, also known as customer voice. It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.
In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
https://www.business2community.com/strategy/nps-ces-csat-which-one-is-the-best-metric-02242935/
Digital survey sharing methods like SMS messaging, emails, web intercepts, and chat link URLs get excellent response rates and quality feedback because they are simple to use and catch respondents when the experience is fresh in their minds.
So you might be wondering how you can get the same level and quality of response rates for your company. The answer? QR codes.
https://learn.g2.com/qr-codes-for-feedback/
Researchers across countless organizations utilize online surveys to get actionable data, consumer feedback, employee opinions, or identify trends.
While there are countless use cases for conducting online surveys, it takes some skill to cajole a survey response rate that is statistically significant, representative of the sample, and unbiased.
While survey research is becoming more central to many organizations’ operations, the industry has simultaneously been experiencing a decline in survey response rates – for quite some time. This has been a long-running puzzle that dedicated survey programmers have been trying to crack with various tactics.
https://learn.g2.com/increasing-online-survey-response-rates/
Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, or CX, continues to permeate discussions among leadership teams, service teams, product and marketing teams, and board members as it becomes increasingly clear that winning today is as much about how customers feel about a brand’s offering as the offering itself.
An entire industry has grown up around the measurement of customer satisfaction (CSAT). It arrived on the scene a few decades ago, even before the internet drove customers online, where interactions could be scored based on what customers and prospects did that would lead to a sale -- or no sale.
https://www.forbes.com/sites/forbestechcouncil/2019/09/25/better-than-csat-surveys-really-knowing-your-customers-are-happy/#197024d43e46/
With so many channels and platforms where difficult customers have the chance to vent their fury, trying to manage all of them can be like trying to juggle with jelly. But with a step-by-step plan in place, handling negative reviews is just a question of deploying the right response, at the right time.
https://www.business2community.com/brandviews/xsellco/how-to-handle-negative-reviews-on-amazon-ebay-google-and-social-media-02244627/
Business and brand development is a continuous process of growing and staying relevant as a brand. I’ve been working with this process for the past three years at Adore Me, a direct-to-consumer fast-fashionable lingerie brand that started out as an online-only business.
Being direct-to-consumer (D2C) has its advantages when it comes to the customer feedback loop: You know who each and every customer is, and you can reach them directly. Listening to their preferences, needs and wants is important in order to better serve them.
In order to grow a brand that connects with your audience, your audience is your best starting point. At Adore Me, we constantly listen to what our customers want, like and don’t like — and from that, we create our products, our ads and our ethos.
Here are four tips on how you can leverage your customer feedback loop to build a brand that resonates with your shoppers.
https://www.forbes.com/sites/forbescommunicationscouncil/2019/09/27/four-ways-the-customer-feedback-loop-can-help-you-deliver-a-better-brand-experience/#338d1d273d38/
You must have direct contact with your customers from Day One — and there’s nothing like a failed venture to stress its importance. The ability to ask your customers good questions is what makes a great product manager, but there’s no getting away from the fact that it’s time-consuming.
I used to spend about 45 minutes on a customer interview, where I went deep into their existing behaviours, frustrations, and worldview. I listened for insights and wrote down direct quotes to save for later.
But after the first few months of product development, I found myself spending less time interacting with customers and more time building. Most of my customer feedback was second-hand information from my team.
https://medium.dave-bailey.com/how-to-get-amazing-customer-insights-automatically-29b01cce46d2/
Mopinion is dedicated to providing its customers with the best possible feedback analytics software on the market. In order to maintain this status, our team strives to make constant and valuable improvements to our platform. We do this using the feedback provided directly by our customers. That being said, we’ve got plenty of product updates to share with you this month! We have several new security updates including SCA-compliant payments in Stripe and a new feature that enables users to anonymise their own feedback data. We also want to give you a sneak peek into our new user interface which is set to go live in January 2020!
http://mopinion.com/product-update-security-measures-new-user-interface/
Customer Feedback News is a global community of people working or interested in Customer Feedback, UX and technology.
