While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC). That’s according to new research conducted for Eptica, which found that less than a quarter (24%) of brands feel that existing measurements such as NPS, CSAT and CES give them the deep insight they need to transform their business, and the experience they provide to customers.
The research found that despite brands analysing the growing number of interactions they have with their customers, they struggle to get real value from them.
https://contact-centres.com/brands-failing-to-listen-to-voice-of-the-customer/
Here’s four ways bad customer reviews can negatively affect your ranking on the search engine results pages (SERPs), and likely, your sales as well..
https://www.business2community.com/seo/3-ways-bad-customer-reviews-can-crush-your-local-seo-and-sales-02071324/
There was a time where a customer had to go into a store to complain. This then evolved into phoning customer services to resolve a query; then came the age of email – the only medium where, in most instances, the query is not time sensitive.
The explosion of social media has opened communication channels and customers expect the fastest response when contacting a brand on Facebook and Twitter.
On the whole, brands have accepted that once they open social channels it is imperative that they continue to monitor and engage with customers. Brands simply can’t afford to have hundreds of thousands of people viewing any negative review left by an unhappy customer.
http://www.thedrum.com/opinion/2017/11/20/are-brands-listening-customer-reviews/
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