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/
When it comes to improving customer satisfaction, doing customer feedback correctly delivers arguably the single biggest return on investment. There are many other noble initiatives you can take to improve your customers’ experience, but without a good feedback program, they’re just icing on the cake.
How does feedback live up to this promise? Let’s have a look at all the benefits it unlocks:
https://www.surveway.com/the-9-game-changing-benefits-of-gathering-customer-feedback/
How do you know if your customers are satisfied with your product or service? How do you know what you are offering is meeting your customer needs? Businesses need to know which channels to use in order to gain valuable customer feedback. The insight gained will inform the decisions you make going forward. How valuable is your product or service if it doesn’t meet your customer needs?
https://graphicmint.com/blog/customer-feedback-best-channels/
In most cases, business growth occurs when customers can get the maximum value from a product or service, which is why customer success is a real indicator of business growth. But customer success cannot be maximized without creating a dialogue where feedback is captured and acted upon. At Hubstaff, this is part and parcel of who we are as a company. Creating a dialogue and learning from those conversations have been critical to our growth journey.
If our customers aren’t successful, neither are we. Here’s how we’ve streamlined our customer feedback processes at Hubstaff, helping us grow to serve over 7,000 teams around the world. And, here’s how you can do the same.
https://baremetrics.com/blog/customer-feedback-to-fuel-growth/
The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.” The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
Early reports indicate that more than $1.6 trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. What’s more: since 2010, Accenture data shows the switching economy has increased more than 29%—and only 11% of U.S. customers strongly agree that companies are effectively converging their omnichannel experiences. So, what’s driving the switching economy? And how can businesses win back customer loyalty?
https://www.business2community.com/strategy/acing-omnichannel-support-in-saas-02098386/
The astonishing growth of cloud-based technology has resulted in the explosion of SaaS (Software as a Service) becoming a multi-billion dollar industry. From managing sales leads to organizing your personal finances, SaaS tools plays a key role in countless organizations.
As such, it should hardly be surprising that many entrepreneurs and programers have decided to throw their hats into this potentially lucrative space. A few weeks ago, I was fortunate enough to speak with one such person who's turned a software tool originally built for personal use, into a thriving SaaS startup—Josh Pigford, the founder of Baremetrics.
During our conversation, Pigford revealed some great insights into what helped his company become successful today—and how you too, may be able to grow your own service-based side business into a scalable startup.
https://www.forbes.com/sites/ryanrobinson/2018/08/05/service-business-side-hustle-saas-startup/#7574f8776c1b/
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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