It's no secret that an angry customer is a problem for all retail organizations. Not only is the individual unlikely to shop with you in the future, but when you add word-of-mouth to the equation, one person's negative experience can be easily amplified.
With traditional word-of-mouth reaching around 12 people, online and social networking word-of-mouth reaches a massive 69 times that, averaging around 825 people. To alleviate customer dissatisfaction, many successful businesses immediately look at their customer experience program — a logical approach in theory. After all, a CX program ensures regular surveying and internal alignment on the customer journey. So all of your customers will be happy, right? Unfortunately, it's not that easy.
https://www.retailcustomerexperience.com/blogs/how-to-turn-an-angry-customer-into-a-loyal-one/
The holiday season is in full swing. And while most ecommerce businesses have been preparing for this for months already, we can’t help but notice that many of these same businesses are missing one important element in their strategies. Sure, they’ve optimised their mobile apps, set up various discounts and promotions to reel customers in, and updated their merchandising strategies…But what about the customers? How are they experiencing the holiday rush? Are there certain funnels in which they’re struggling?
https://mopinion.com/tis-the-season-for-customer-feedback-heres-why/
Every business wants to create and maintain a loyal customer base. Tackling this challenge is done best by going directly to your customers and measuring their allegiance. Try one (or all) of these survey templates and keep up loyalty levels.
https://marketplace.mopinion.com/products-category/loyalty/
Ever wonder what customers are saying about you? Want to improve customer relations and loyalty? Would great online reviews help your business? In a competitive marketplace, it’s critical to know exactly what your customers think. Online customer satisfaction surveys give you the feedback you need to keep customers happy and turn them into advocates.
https://www.surveymonkey.com/mp/customer-satisfaction-surveys/
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/
When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. And in the age of social media, it’s a good bet they’ll vent those feelings publicly and create a ripple effect you want to avoid. That’s why it’s business-critical to pay close attention to every touch point. If you can spot negative impacts early on and come to the rescue quickly, you have an opportunity to turn painful customer experiences into loyalty moments.
Consider human nature… When customers have a negative experience, what may resonate most is helping them feel heard, reassured, and valued. The more you do that, the more their frustration may dissolve into relief and even delight.
So, how do you do it?
https://customerthink.com/transforming-negative-customer-experience-into-loyalty-moments/
While content marketing may always be the number one way to reach customers on the web, using data science is the number one way to keep them around once you’ve caught their attention. Data science, also called big data or machine learning, helps companies develop the kind of customer experiences that leave customers satisfied and looking for more from a given company.
Building customer loyalty is of course key to longstanding success in any market. How can data science help a company succeed over time with an exceptional customer experience?
http://customerthink.com/using-data-science-to-improve-customer-experience/
NPS or Net Promoter Score, is a tool used by businesses and entrepreneurs to measure the loyalty of their customers. By conducting an NPS survey, you can learn more about who your customers are, how they feel about your service, and what you can do to improve it.
NPS has become an extremely popular metric among companies both large and small. In fact, according to Bloomberg, two thirds of Fortune 1000 companies are using it today. Business owners are aware of the importance of getting to know their customers in order to satisfy their needs, and nowadays there are different ways to build customer loyalty and measure it.
So, what is NPS, and how can it help your business? Let’s take a closer look at how this tool can change the way you do business.
https://www.businessfirstonline.co.uk/articles/6-things-need-know-net-promoter-score/
Any good digital marketer knows how important customer feedback is for their clients. From understanding customer issues to validating new market strategies, you can gain a wide range of information from the customer feedback you receive on Facebook, Instagram, Yelp and more. Feedback, good or bad, is essential for the growth of your business.
Whenever you search for services online, the first thing you look at is the company’s feedback. For example, when searching for “digital marketing agency Chester”, you will see Social Buzzing in the search engine results. You would then look at the Social Buzzing positive reviews and decide to click on the link. This is how many businesses are chosen by potential customers and why customer feedback, especially in the form of reviews, is important.
http://www.socialbuzzing.co.uk/customer-feedback-important/
There are many customer experience journey maps in the world – beautiful ones, ugly ones, complicated ones, intriguing ones, short ones, long ones and some more impressive ones than others. What does amaze me though is how much focus there still is on processes and procedures and how little focus on emotions, feelings and values (for both internal and external customers). True, if the basics of procedures and processes are in place there might be less frustration for customers, but if this is the only consideration and looked at in isolation, I have a problem with it. Humans are more complex than this – systems are static and can usually be fixed, but add humans into the mix and things gets complicated. Its messy and un-predictive, but herein lies the secret…
http://customerthink.com/customer-experience-journeys-without-emotion-built-into-it-will-make-companies-cry-in-the-end/
