Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. There’s an old Gartner statistic that I still like to share because I believe it’s relevant to this day:
95% of companies collect customer feedback, yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard.
This statistic is a good, high-level representation of how companies have matured or evolved (or haven’t) along the continuum of data-driven success.
Let’s take a closer look at that continuum. And let’s assume that Phase 0 is not listening or looking at data at all.
http://customerthink.com/the-continuum-of-data-driven-success/
Customer feedback isn’t always pretty, but it can be vital to your bottom line.
Although gathering data about your business seems like a daunting task, there are proven ways to accomplish this when you have limited experience and a limited budget. One such method, as Sergio Perez explains, involves a trial and error strategy he refers to as the “science experiment” method. It involves crafting specific theories about products and services and then testing them with guests.
Note that this is vastly different from asking for general feedback. The process involves three easy-to-follow steps:
https://www.mileoneinc.com/the-scientific-method/
Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity!
Remember the old Gartner stat: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. It's from a few years ago but still fairly representative. I've seen the 10% as high as 34% in some studies. Perhaps the 5% has bumped up a bit, but tell me the last time you heard from a company after providing feedback. It's pretty rare.
https://www.cx-journey.com/2018/05/tips-for-designing-closed-loop-feedback.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+CxJourney+(CX+Journey%E2%84%A2)/
Bots have been garnering a lot of attention recently. The majority of coverage has been positive but it has also garnered negative attention as it relates to Russian bots and their involvement with the 2016 election. Regardless of sentiment, bots are simply a software application that can perform tasks and computations much faster than a human. Bots have been around for quite some time and there are thousands of Bot applications in use today. Many of which provide useful services for consumers and help drive positive customer experiences for brands every day. Brands use Bots for a variety of reasons, some of those include but are not limited to:
+ Engaging An Audience
+ Collecting Feedback and User Insights
+ Facilitating the Sale of Goods and Services
+ Integrating Customer Service Across Digital Touchpoints
+ Personalizing Experiences
http://customerthink.com/to-internet-bot-or-not-as-part-of-your-mystery-shopping-solution/
Improve customer loyalty. Reduce customer churn. Maximize revenue. These are the top reasons why so many organisations have employed Enterprise Feedback Management Software(EFM). Interestingly enough, in a highly competitive market where your competitors are just a click away, we’re seeing that some organisations still haven’t embraced EFM. In fact, according to Destination CRM, only 42% of organisations are using one or more technologies to back their VoC programmes. So why haven’t they all jumped on the bandwagon? Could this perhaps be a matter of not knowing which software to employ? Then we’ve got your covered.
https://mopinion.com/enterprise-feedback-management-efm-software/
Old-school marketing techniques that include guesswork held up by flimsy market research don’t always reflect what consumers want. But now retailers can eliminate the guesswork and incorporate real consumer feedback to gain a competitive edge.
Plus, Millennials are excited to work with robots, complain to robots, and date robots, so it comes as no surprise that they want robots to help them pick out an outfit, an automobile, or a weekend getaway.
Whether it’s Amazon’s AI-fueled recommendations revolutionizing the product chain or the entire advertising industry adjusting to Google’s and Facebook’s algorithms, AI has been shaping the online retail space more than any technology besides the internet itself.
https://readwrite.com/2019/01/30/use-ai-to-deliver-a-seamless-consumer-experience/
Data-driven Voice of Customer analytics is proven to increase lifecycle value and reduce churn by delivering the insights companies need to dramatically improve brand and product experiences. There are six steps involved in building an effective VoC analytics program:
https://www.lexalytics.com/lexablog/effective-voice-of-customer-voc-analytics/
Would you like to gather real time feedback from your online visitors as they set out to achieve their goals on your website? Perhaps you are doing this already but struggle to manage the data and pick out the important trends? If so, tune in to our upcoming webinar where we will be joined by special guest Marieke Verbossen from major travel organisation and winner of the Shopping Award’s Publieksprijs XL (for Vacations & Travel Tickets), TUI. She will share some interesting details of how TUI gathers and gets the most out of their online customer feedback data.
https://mopinion.com/webinar-how-tui-leverages-online-customer-feedback/
The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
How do your customers really feel about your company? To find out, you could train employees to ask for feedback after each transaction, then feed those responses into a database. You could subject customers to a lengthy survey. You might also host periodic focus group meetings.
Or you could ask customers one simple question — and use their answers to determine your Net Promoter Score (NPS).
https://www.cmswire.com/customer-experience/what-is-a-net-promoter-score-and-why-you-should-know/
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