Getting customers is hard so why not try to keep the current ones even longer? Keeping them should be easier than getting new ones. You know them already, you know what they want and you know what they expect of you – or do you? With fierce competitors building communities and aggressively marketing on price, you have to put real energy and effort into maintaining a consistent customer base. Just providing a great product or service is rarely enough to keep them coming back for more. You need to be able to create real customer loyalty. Loyal customers are those ones you want to have. And actually, according to White House Consumer Affairs It is 7 times more expensive to find a new customer than to keep an existing one and on average, loyal customers are worth up to 10 times as much as non loyal customers!
We are regularly asked what kind of website feedback we should be asking for in user surveys and polls. Our answer: it differs. The website and eCommerce feedback you attempt to acquire are contingent on the user’s experience, and what you’re attempting to accomplish.
You should always have a clear goal what you would like to measure and accomplish with the surveys you use whether it is ensuring the continuous experience level or a very specific information. Either way, you might wonder how you can actually ask all this from your customer. Continue reading “What should you ask from your potential customers online?”
Whether your business is an online store or a storefront downtown, providing excellent motivation for your staff will determine if you succeed in the long run. In today’s economy, the businesses that will survive and thrive will be those that give each and every staff a better working experience than the competition. Win that battle. Grow your sales and your business by fine-tuning your staff motivation and we all know that motivated staff works better and harder. But how do we ensure we motivate staff? Here are a few tips.
Most eCommerce sites are run by data and hard analytics based on what their visitors have done on the site. This is of course very important. However, have you ever thought that the behavioral side doesn’t tell you everything? Often the possibility to let the customers really tell by themselves is neglected. What affected most of their experience on the site and in some cases even – what kept them from making a purchase on your site is a piece of information that could be more valuable than a pot of gold! Next I will give you easy step-by-step tips and examples about how to make your customers tell how you could make them more satisfied in different phases of their buying process through the customer journey – and in the end, turn them into loyal shoppers at your store! Lets create more sales! Continue reading “More sales with feedback in eCommerce?”
Analyzing the qualitative feedback is truly a challenge. It is time consuming and given with the quantitative feedback, it has to be taken together with it, even while analyzing. However, it helps in many ways. You can analyze the qualitative feedback at the individual level. This would be useful to interpret the survey instrument better in the following ways: Continue reading “How to analyze open and qualitative feedback?”
Data, data, data – it is all about data nowadays. Still too often we tend to forget that it is not about the data, it is about the person – a human being. Your customers have feelings and emotions and many time they are rather irrational. That one was almost common knowledge so why am I telling this? Well, it seems that even thought it should be quite clear, most of the eCommerces tend to forget this face and collect only observative data about their customers not even little qualitative data. Continue reading “The importance of qualitative customer feedback in eCommerce”
In the world of data, Net Promoter Score or NPS has risen to be one of the most used metric to measure customer experiences. To jump right in to it, the Net Promoter Score is a particular statistic that some researchers propose can predict whether overall customer loyalty will encourage your business to grow or not. The main idea of NPS is alluringly simple. Take the percentage of customers who are highly likely to recommend you (promoters), subtract those who are disinclined, indifferent, or only somewhat likely to give you good word of mouth (detractors). There you have it: %P – %D = NPS. The prediction is that a higher score allows for better top-line growth. Continue reading “What is Net Promoter Score (NPS)?”
Planning and analyzing a customer satisfaction survey are two major aspects in your daily business. These two factors, when combined could substantially contribute to the future profits and success or consequent failure of any business endeavor. It must be significant to keep in mind that satisfying your customer is the major key to success of an enterprise and without it you are going to lose your customers who might then jump to your competitor, which in turn could leave you hanging loose. Here are few tips that feature some important and useful points for analyzing and planning customer satisfaction surveys that can greatly improve your business endeavors in turn. With these you will get started and avoid the most common pitfalls. Continue reading “Planning and Analyzing Customer Satisfaction Surveys 101”
Very often people come to ask me: “Okay I get it, it is feedback and it is important! But what exactly you guys do?” Feedbackly is the only software tool that you can use to collect and manage multichannel customer feedback and data to grow sales. With Feedbackly, companies can gather feedback from their customers in all potential touch points from bricks-and-mortar stores to eCommerce sites and even email and SMS. The typical feedback process starts with the person who will receive feedback (participant), and a list of people who will provide feedback to that person (raters). Continue reading “Grow sales with multichannel feedback measurement”
As we want to help you to make most out of our service, we’ve created Customer Experience Academy to guide you through the essentials. This is the Third part where we discuss what does it mean to run multichannel CX measurement!
Usually our customer base is fragmented into different segments based on how they communicate with us or with brands in general. So if we would collect feedback or customer experience data only with one method we would reach only one specific group. If you draw conclusions based on that data about your whole business, it´s not necessarily taking you in the right direction. Continue reading “CX Academy 3”