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/
No matter how specific your brand’s niche, every single one of your customers is an individual – and they deserve to be treated as such. That’s where customer segmentation comes in to play.
However, it can be difficult (if not near-impossible) for even a small- to medium-sized company to cater to every customer on an individual level.
But, through customer segmentation, you can come pretty darn close
https://www.fieldboom.com/customer-segmentation/
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/
In superior/subordinate relationships, subordinates often develop negative feelings over time. Part of that is natural -- as with the persnickety teens above -- as we attempt to assert our individuality. Part of it may be the result of poor prior experiences with authority. Part of it may owe to emotional immaturity and inappropriate reactions to having one's ideas challenged. In any event, most of us can recall a time when our own issues caused us to push back against the advice or orders of others. In a CRM context, that tendency can directly endanger efforts to improve sales, support and marketing.
https://www.crmbuyer.com/story/85423.html/
Voice of Customer (VoC) is a formal market research process structured to ask questions, collect feedback, tabulate results, and take action based on customer data. The program is designed to learn more from customers including their profile, their needs, their wants, and drivers to loyalty. VoC is a form of market research designed to better connect with customers.
https://www.driveresearch.com/single-post/2017/12/05/The-What-How-and-Why-of-Voice-of-Customer-VoC-Market-Research/
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/
Voice of the Customer (VoC) programs have become a strategic asset for the most forward thinking and customer-centric CEOs, CMOs and customer experience leaders. In fact, in the most recent Best Practices of the Best Marketers Research Report, Chief Marketing Officers whose performance ranked them in the top quartile used VoC programs a whopping 48% more often than their lower performing peers.
It’s been my experience that most companies think they know what their customers’ want—and more often than not they are either partially correct or incomplete. Either scenario results with a cascading effect that degrades product R&D, marketing communications, sales effectiveness, services delivery and customer experience (CX) objectives. The negative financial impact incurred in any one of these areas is a significant hidden loss than goes unrecognized by most business leaders.
http://www.crmsearch.com/voc.php/
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/
Journey mapping is an excellent tool that organizations can leverage to depict customer experience. The goal of journey mapping is to learn what customers care about the most – from initial product awareness, all the way through renewal or repurchase. A key component of building a journey map is using employees and internal teams to think like customers and detail out the important aspects of the customer journey. However, this exercise should not be 100% company-centric. In fact, without enough outside perspective – either from an objective facilitator or reliable voice of the customer—journey maps can easily become nothing more than process maps that document steps with little emotional insight into customer pain points, frustrations, gaps in service or moments of truth.
http://customerthink.com/is-your-journey-map-all-process-and-no-emotion/
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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