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/
Customer service surveys allow you to take a peek into your customers’ minds. You can learn about their problems, needs and do something about them. It’s your very own customer service magic. But instead of a crystal ball, you need a few, well worded customer service survey questions.
Without some form of a survey for your customers, you are forced to guess and make estimates when it comes to your customers’ satisfaction. And going only by your gut when making business decisions is not the most reliable option.
Start making more informed business decisions by collecting customer feedback. See what customer service survey questions you should ask and how you should do it to get the best results.
https://www.livechatinc.com/blog/customer-service-survey-questions/
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/
There are so many different ways to measure customer satisfaction — figuring out which one to send to your customers can become a nightmare.
Well, it’s always a good idea to go with something that is easy to implement and does not require much effort from respondents.
And that is why we’ve introduced Customer satisfaction(CSAT) surveys in Hiver.
It is the most straightforward way of measuring customer satisfaction with a business purchase or an interaction.
All you have to do it ask a simple question - something like: How satisfied were you with your experience?
And the response can be one of the three emojis: happy, neutral, or sad.
Read full article.
https://hiverhq.com/blog/csat/
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/
How well do you know the people you're targeting?
And I mean really know them? Do you know why they're signing up? Do you know why they're buying? Do you know why they would click on your ad in the first place?
If you do, congratulations. You're a genius.
https://www.wordstream.com/blog/ws/2018/02/08/customer-feedback-ad-copy/
I talk and write a lot about AI technology, but don’t worry, we still need humans! In fact, it doesn’t actually matter how good an AI technique may be, only a real person can effectively decide what’s actionable and what’s insightful for the business (applying the right context with the correct historical knowledge).
http://customerthink.com/how-to-get-actionable-insights-from-your-customer-feedback-analysis/
Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting my impression of cleanliness.
https://blogs.wsj.com/experts/2018/05/04/how-to-get-customer-feedback-without-asking-the-customer/
There’s a company X that collects customer feedback. Company X prefers the Net Promoter Score® (check outthis guide on Net Promoter Score to find how you can use it for your company), yet it could be any other metric. They ask the very familiar NPS question: “How likely is it that you would recommend brand » to a friend or colleague? (on a scale from 0 to 10)” after each customer purchase or interaction. But guess what? The company X doesn’t ask why the customers are giving the score. A number, a score is all what they track.
https://customerthink.com/customer-feedback-is-much-more-than-a-score/
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/
