Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!
Do your customers know that you’re actually listening to them?
https://www.peoplemetrics.com/blog/are-you-there-company-its-me-your-customer/
Most companies survey their customers. Whether its a periodic “relationship” or Net Promoter type of survey, an ongoing “transactional” survey that requests feedback following a customer interaction, or even a market research study, companies seem to love surveys!
Take a step back and evaluate if your customer feedback process is effective.
http://waypointgroup.org/best-practices-in-customer-surveys-does-your-survey-add-value/
Customers are changing far faster today than organizations are. Customers are setting the agenda. Their expectations are rising in direct proportion to their declining trust in and loyalty to organizations and brands.
https://www.cmswire.com/customer-experience/customer-feedback-drives-the-agile-organization/
This post helps you understand feedback from why we value customer feedback so much, to how we gather it, to what we do with it once we have it.
https://blog.drift.com/customer-feedback/
Surveys can be dangerous if used wrong, but can be super-powerful if used correctly!
https://sixteenventures.com/psychology-of-surveys/
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/
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/
Companies and businesses, nowadays, are keen on receiving and publishing customer feedback to better their services. This is an avenue, which they are exploring, because they want to have an edge over the competitors.
https://www.rapidvaluesolutions.com/digital-customer-feedback-system-why-is-it-essential/
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/
