There’s a lot of buzz right now about customer experience (CX), and why it’s the next big thing for companies to differentiate themselves in a competitive market. But what are people really saying? By dedicating themselves to a better customer experience, companies can reap many benefits including higher revenues and retention, happier employees, more recognition, and a chance at thriving even when their industry is not. Examples of these companies are seen all over business magazines and they line the business bookshelves of the world. Southwest Airlines, Starbucks, and Whole Foods Market are revered icons of this paradigm. So how did companies like these mold themselves to become models of great customer experience?
One of the hardest things to obtain from the company’s perspective is useful customer feedback. Yet, customers are often only too eager to provide you with their experiences because they want their opinions to be heard. This eagerness is often sparked by either a positive or negative experience with your company. At the bare minimum, these customers should have an outlet to express these thoughts and opinions, however an optimized customer feedback strategy will have a system which facilitates a dialogue with customers. This is the framework for a customer feedback loop, where the goal is to turn your customer feedback into actions and communicate those results back to your customers.
There are two things that every business wants: more customers and less red ink on the balance sheet. Unfortunately those 2 things are often hard to come by — you generally have to spend money to make money. Over the past few decades, there has been research at length about the value of optimizing your customer touch points and how important it is to get your customer – facing workers the tools and information they need to provide a better customer experience. That’s the how of customer service. But, what’s the why? Why should you prioritize investing in building a better customer experience?
This is a guest post from Mikhail Dubov, founder and CEO of Chattermill, a data analysis company that specializes in customer experience management.
To build passionate customers, you must take into account all types of customers and not just your detractors. It is hard to find a company these days that does not want to listen to its customers. However, only a select few have truly mastered this art. One of the most common mistakes we see is only focusing on negative feedback or detractors in the Net Promoter Score terminology. It’s easy to see the intuitive appeal. You think that the key to better customer experience is to solve problems and negative feedback seems like a natural place to start. Unfortunately, this is not always the right approach. Promoters are often a much richer source of insight and should at the very least be listened to as much as detractors. Let’s see why:
There are so many different customer survey creation platforms available today, so why choose Feedbackly? In short, there is nothing seriously wrong with the functionality of most customer feedback tools. The problem is that they enable tactical customer feedback actions instead of strategic customer experience solutions. With Feedbackly, collecting customer feedback and data is one part of the overall customer experience strategy. Using Feedbackly, you can get actionable insight about your current customer experience situation, track your ROI with our advanced selling tools (the first of its kind), and enable all of your employees to work together to improve your company’s overall customer experience.
According to an urban dictionary “A partner in crime” is defined as good friends who get in trouble together or get each other in trouble and laugh about it. Well that is exactly what we are looking for – someone we can get in trouble with, except when is say in crime I actually mean sell more!
Feedbackly is a Finnish startup dedicated to improving customer experiences and helping companies to increase their sales through intelligent up sell. 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 to target intelligent up sell campaigns based on their customer experience data. “The acquisition of Gizlo’s customer base helps us strengthen our position in Finland as we scale internationally at the same time. We had a very similar vision regarding customer experiences with Gizlo so it was a natural for us to work with them when we got the chance”, tells CEO, Jaakko Männistö. Continue reading “Feedbackly supercharges Gizlo’s premium clients in Finland through acquisition”
There’s a lot of buzz right now around customer experience, but what are people really saying about it? By dedicating themselves to a better customer experience, companies can reap many benefits including: higher revenues and retention, happier employees, recognition, and a chance at thriving even when their industry is not. In addition it is easier than ever to upsell after a good customer experience to customers that are even happier. Examples of these companies are seen all over business magazines and they line the business bookshelves of the world. Southwest Airlines, Starbucks, and Whole Foods Market are revered icons of this paradigm. So how did companies like these mold themselves to become the model of great customer experience? Continue reading “Why Is Customer Experience So Important to your business?”
All great sales representatives and marketing managers worth their salt know the significance of feedback and how it helps them with future sales. In any case, most people tend to concentrate on the pessimistic instead of the constructive, and organizations are the same: they invest the lion’s share of their energy tending to client complaints and negative criticism. Continue reading “5 ways to turn positive feedback into sales through marketing”
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!