They say that an ounce of prevention is worth a pound of cure. But how often do you apply that concept to your customer service? Most businesses wait for a problem to arise, and don’t make efforts to fix a problem until after a customer (or several customers) complains.
However, more often than not, a customer that has gotten to the point of complaining about something is one that is not likely to come back to your business.
So, rather than waiting around to fix customer complaints, here are 3 proactive ways that you can prevent those complaints from ever arising.
http://customerthink.com/3-ways-to-prevent-customer-complaints-instead-of-fixing-them/
In today’s age of product management, it is more than just a buzz word but has become a guiding principle in what makes a business successful and that is a customer driven product roadmap that focuses on the customer voice and implementing features that include the voice of the customer. To do this, you need to be at the right place at the right time to hear the customer feedback as they are facing the challenge or see an opportunity within your product for an improvement.
While completing user interviews can be very successful to get customer feedback, the customer voice being heard as the situation arises versus days later or relying on a memory allows the details to flow through much better in the idea requests. So how does a product manager be available 24 by 7 to hear the voice of the customer? By implementing customer feedback tools that are within the product that is always available for feedback to be submitted and worked into their product roadmap.
https://producthq.io/blog/2018/07/10/customer-feedback-tools-allow-you-to-be-there-when-it-matters/
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/
Almost every company is actively reaching out to customers to gather critical feedback. The signals and voices you receive from your client base can have a huge impact on your strategy and tactics. According to Gartner, 95% of B2B companies have a voice of customer mechanism.
But only 35% take action on that feedback.
So why is there such a huge gap between the companies that gather feedback and the companies that act on it? And that's the beginning of the missed opportunities. Even fewer companies implement improvements and close the loop with customers.
https://www.gainsight.com/event/3-essential-elements-modern-voice-of-customer-program/
In the SaaS world, people aren’t looking to buy a product once and move on. They’re looking for a solution that will continue to provide value as the company grows. This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process.
Customer-centric thinking gives customers a positive experience that will bring value to both the vendor and the customer. Blue J Legal is a SaaS company that does exactly this by aligning their team around their customers.
https://www.business2community.com/customer-experience/building-customer-centricity-into-your-organization-02084854/
Online customer reviews can make or break your business. Entrepreneurs find it a priority to learn to react to people’s feedback, both positive and negative.
The owner of EssayPro (an essay writing service that provides students with academic papers of all kinds) says, “Reviews can considerably affect the business’s reputation. At the same time, it can be truly eye-opening.” He finds it important to read the reviews, respond to the customers, and tells that the below techniques of dealing with the issue “have proven effective”.
http://customerthink.com/7-effective-ways-to-respond-to-customers-feedback/
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/
Businesses exist to satisfy customers. Without ensuring customer satisfaction, achieving long-term corporate objective would be a mirage. So, the customer is the oxygen that keeps any organization going. But some companies carry on as if the customer is not critical to their existence; they operate as though it is the customers that depend on them and not vice versa. A number of companies, especially those regarded as market leaders, run on the wrong premise that they can do without the customer but that is a fallacy that soon hits them where it hurts the most when the tide changes.
http://www.tribuneonlineng.com/153143/
The method used to engage with customers for their feedback can have a significant impact on the nature of the feedback you collect and, consequently, the metrics you report.
Engaging with customers and collecting their feedback is a competitive edge available to any enterprise willing to invest in data management, process optimisation, and creative design. Insights from customers collected through surveys and other feedback mechanisms are the backbone of Customer Experience (CX) management.
https://www.mycustomer.com/experience/voice-of-the-customer/customer-feedback-how-collection-methods-skew-results/
Marketers are too obsessed with their Net Promoter Score. They’re not seeking feedback for improvement, they’re trying to hit a KPI.
But unsolicited feedback is where the good stuff happens.
One of my most successful strategies used old Facebook comments from customers enquiring about a discontinued product. The client had previously dismissed them with a generic apology.
https://mumbrella.com.au/marketers-should-stop-asking-for-feedback-and-start-listening-to-it-526697/
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