The True Cost of Bad Customer Experiences

Imagine this: You’re doing everything you can to grow your business. You’ve redesigned your website, you’re sales team is working hard, and you are indeed getting new customers. But your customer churn is through the roof, and you don’t even know if your customers are satisfied. What’s worse, you’re running out of ideas and your investors are looking for a reason to keep the cash flowing. The issue is that you’re not thinking about the big picture because you’re too focused on individual systems and interactions. You’re not thinking about customer experience. What the concept of customer experience forces us to do is look at a customer’s entire perception of your brand as a fluid and evolving thing – shaped by each and every interaction they have with it. Let’s look at the true cost of bad customer experiences.

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How Can You Compete Against Amazon?

It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people from all corners of the world can have their favourite products shipped straight to their front door. Amazon is taking advantage of this more than any other company in the world at the moment, and there’s no sign of them slowing down.

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Location, Location, Location. Where Do I Put My Feedbackly Kiosk?

Location, Location, Location. Feedbackly Kiosk

The Feedbackly kiosk is a sophisticated iPad based device that is currently being used in over 300 customer locations, collecting valuable customer feedback data for leading customer-centric businesses all over the world. With features like customer satisfaction surveys, open ended response capabilities and a unique ‘upsell’ iPhone competition, the Feedbackly kiosk is truly one of a kind.

Once you have a Feedbackly Kiosk installed in your store, the next step is to learn how optimize your station and get the most out of the service. It is not only important to understand the key features but to also pay particular attention to the location of your device within your store or service area. Carefully picking the location for your device is a great way to receive even higher levels of customer feedback and grow your overall customer experience.

Here are our top tips:

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What Do Customers Think Of Feedbackly? Our NPS Score

Feedbackly NPS Score

At Feedbackly we strongly believe that to be the best in your industry, you must consistently listen to your customers and make changes to suit their needs. Only your customers know exactly how they feel about your company and can provide the best insights into how your product could change their lives, steering you towards the ultimate goal of achieving strong customer advocacy and loyalty. This is where Feedbackly shines above the rest.

A top-quality, personalized service generally leads to great customer experience, which in turn makes it far more likely for your customers to recommend you to a friend. What better way to reach new customers than to have your own customers do it for you. And so with that in mind we decided to share our own NPS (Net Promoter Score) from the last 6 months to show what our customers think of Feedbackly, and to outline how their voice has shaped our company.

In short, NPS is a standardized way of measuring how likely your customers are to recommend your company to a friend or colleague. This is a good indicator of customer satisfaction and can be easily compared across industries. (For more details on NPS, check out our previous blog post HERE)

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Question Sampling With Feedbackly

Some of the most requested features from our users relate to managing statistics and adding more functionality to add statistical significance to their feedback data. Not only does this make your data more meaningful, it allows you to make more powerful business decisions (and be more confident in those decisions). Feedbackly is the only feedback tool that adapts to the skill level of the user, allowing you to go as deep into the data as you are comfortable doing. Continue reading “Question Sampling With Feedbackly”

Why Is Customer Experience So Important To Measure?

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?

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How Feedbackly Leads The Pack For Remote Customer Support

 

Feedbackly offers a one-stop solution for larger enterprise customers who want a hassle-free solution to their customer feedback strategy. Feedbackly provides industry-leading support to these solution sales customers using cutting edge remote management technology. This technology, combined with our team of live chat and phone support workers allows us to provide the best experience possible to our customers (we like to think of you as part of our family).

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3 Easy Ways To Improve Your Customer Feedback Measurement Strategy

The biggest mistake that a customer service manager can make is assuming that anecdotal evidence is sufficient in properly identifying the overall satisfaction of your customers. Many companies just assume that their customers are happy or worse yet, they fall victim to confirmation bias when looking through support requests or customer feedback. After years of working with companies of all sizes across 3 continents, I’ve noticed similar patterns in all of our client’s customer experience management strategies both in the data collection and in the analysis stage.

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