Are you in the habit of closing the loop with customers that offer negative feedback on post-interaction surveys like Customer Satisfaction or Net Promoter Score? I certainly hope so, because it’s a great practice that many companies aren’t in the habit of doing. When I led a customer service team, I was very proud of the fact that we made every attempt at closing the loop with the upset customers we knew about, and by some combination of resolving their issue and offering compensation, we managed to save a good many of them from churning.
But what about those customers that don’t complete a survey voicing their displeasure? What about those where something goes wrong and it’s “too much trouble to complain?” Or perhaps they do complain and the disinterested reply from support is enough for the customer to cut their losses and move on to a company that actually wants their business. And then there’s that statistic where upset customers tell dozens of people about negative experiences while happy customers tell a small handful of their friends. I’m convinced that someone invented that statistic to strike fear into the hearts of customer service leaders with the sole purpose of selling books, software, consulting, etc.
https://www.kustomer.com/blog/voice-of-the-customer-fcr/
Investing in the customer experience is proven time and again to be foundational to any business’ success. Yet how many businesses regularly ask its customers for feedback? Voice of Customer (VoC) programs refer to the processes that exist for listening to customer feedback. Amazingly, only 29% of businesses with VoC programs systematically incorporate customer insights into their decision-making processes.
https://www.localmeasure.com/post/action-voice-customer/
Most digital marketers agree that landing pages can make or break any campaign, be it PPC, social media, email, or display ads. Once you get people to click, the landing page has to convince your visitor to complete the conversion.
To assist in the goal of landing page success, a number of software platforms exist to help marketers test landing page elements. Visuals, calls-to-action (CTAs), layouts, offers, buttons, and many more elements can be tested. Software can help you conduct A/B tests and create new landing pages on the fly. Just a tweak with the placement of a key visual element might lead to a significant increase in landing page performance.
https://www.wordstream.com/blog/ws/2014/09/11/voice-of-the-customer/
Every startup brings with it a set of challenges. If not taken care of, these challenges could have serious repercussions. In this post, we will be discussing the common challenges faced by startups and tools that could become their saviour. Do you know that 50 million new startups are being launched every year? Out of those 50 million startups, 90 percent of startups fail. The numbers are large by any standard. The world of startups is violent and at times unpredictable. That’s why startups struggle for multiple reasons.
Some die as quickly as they were launched while some make a fortune. The ones that get successful anticipate challenges in advance and successfully stand the test of time. In this particular post, I am going to discuss the common challenges that startups face and how they can use various tools to overcome them. Let’s take a look at them one by one:
https://yourstory.com/2018/08/startups-common-challenges-tools-solutions/
It’s an indisputable fact that monitoring vital signs is important to your health. But it’s also important to the health of your business…and in both cases they should be tracked and checked on a regular basis. They can give clues to major issues you might not even be aware of.
https://bizrateinsights.com/resources/taking-your-websites-vital-signs-using-customer-feedback-to-create-healthy-website-usability/
Facing the highest competitiveness and being under the constant risk of losing clients and money, businesses are strongly focusing on the creation of a client-centric strategy. If earlier it was enough to offer some kinds of goods at a lower price, now getting success is much more difficult.
To stay competitive and boost sales, companies have to add value to customers, provide them with the personalized experience, and solve their challenges. Customer data is taking the center stage: when understanding the audience needs, a company can deliver the best service possible and thus receive loyal customers and increase income.
http://customerthink.com/how-to-improve-customer-experience-boost-sales-with-big-data-solutions/
Dozens of books and articles have been written about the importance of listening to customers. Providing great customer experiences has become a top strategic priority for many companies, and listening to the “voice of the customer” is widely seen as an essential ingredient in the recipe for customer experience success.
Marketing often has the primary responsibility for gathering, analyzing, and developing actionable insights from customer inputs. So it’s important for marketers to understand that listening to customers in the right way is undeniably valuable, while listening in the wrong ways or for the wrong reasons is a bad idea.
Companies frequently seek customer input in order to design and develop products or services that will be attractive in a given market. However, many companies still struggle to launch new solutions that gain traction with potential buyers. Of course, a new product or service can fail because a company hasn’t listened enough to its customers. But failures also occur because companies listen to customers in the wrong ways.
In a common scenario, companies ask their customers what they want and encourage them to describe specific product or service features that would be desirable. The problem is, most customers aren’t well suited to perform this task.
http://customerthink.com/the-right-and-wrong-way-to-listen-to-customers/
For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid ROI for existing activity. In this more restrictive environment, Gartner finds marketers are increasingly turning their focus to existing customers, with a spending ratio of 2-to-1 in favor of retention over acquisition. Because of those trends, chief marketing officers are keeping customer experience (CX) programs at the top of their priority lists and they are expecting such initiatives to deliver measurable returns.
https://www.cmswire.com/customer-experience/transforming-listening-into-action/
Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
https://www.nearshoreamericas.com/are-you-sure-your-customers-are-getting-an-omnichannel-experience/
Sales cure everything. But what if I were to tell you that sales have very little to do with customers? What if I were to tell you that strategies like designing buyer personas and marketing to them aren’t about customers or their journeys, but you? It's true. What I’m about to share with you will change the way you look at customers and marketing forever.
https://www.forbes.com/sites/forbesagencycouncil/2018/08/01/the-customer-is-always-last-looking-at-marketing-from-a-different-perspective/#46cc77ca4bdd/
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