Facebook is in hot water with their users regarding the use of personal data. No matter where you are as a Facebook user—or not, as the case may be—we can all learn three crucial lessons from Facebook’s mistakes.
To summarize, the Facebook Cambridge Analytica scandal broke in March. Cambridge Analytica, a data firm that helped Trump win the 2016 election, had the personal data of around 87 million Facebook users. When compounded with allegations that Facebook allowed Russian propaganda and phony headlines to reach and ostensibly influence voters, this news invited scrutiny on how the social media site uses personal data.
https://customerthink.com/what-you-must-learn-from-facebooks-mistakes-with-user-data/
The ability to collect massive amounts of data represented a huge leap forward in customer service and communication when customer relationship management first hit the market as a marketing, sales and data management tool.
However, CRMs weren't a holy grail. Data management is one thing. Using data to understand what customers really need (not just what you think they do) and how to engage them is another thing entirely.
CRMs were not built to be nimble. Times change, customer expectations change, and the technology needs to change with it.
https://www.crmbuyer.com/story/85487.html/
Customer feedback surveys are big business. But before you switch off, there is no reason why retailers of all sizes cannot benefit from them — on and off line, even little mom and pop stores. The problem for a small business owner is where to start? How can you be sure you are talking to the right people and delivering a good survey experience?
The people who take part in feedback surveys believe that the companies they are responding to genuinely care about their customers; this is likely a contributing factor as to why they answer a survey in the first place. If constructed well, these surveys not only provide retailers with key data on how to improve the customer purchase experience, but also create the perception of a brand that truly cares about their customers.
https://www.retailcustomerexperience.com/blogs/whats-important-when-it-comes-to-collecting-useful-customer-feedback/
50% of the customers say that they switch to a different brand if their needs aren’t met.
On the contrary, customers wouldn’t change their mobile network operator over a single incident of bad connectivity issue. Similarly, even when a customer has to struggle for months to get a wrongly debited payment from their account, they are less likely to stop doing business with that bank.
While increased expectations have led customers to frequently switch brands, there are certain industries like real estate, banking, and telecom where customers stay loyal by default. Why?
https://www.business2community.com/brandviews/freshdesk/whats-stopping-your-customers-from-switching-brands-loyalty-or-lack-of-choice-02175209/
Love is patient, love is kind, but brand love is monetizable, and the first step to building brand love is engendering customer loyalty.
In an option-heavy world, differentiating between loyalty and heavy-category spending can be tricky. Cardlytics CMO Dani Cushion led a panel at Advertising Week New York to outline the steps brands can take to not only accurately measure loyalty, but to also curate experiences and insights that can further drive positive relationships with consumers.
https://www.thedrum.com/news/2018/10/23/when-building-brand-loyalty-just-listen/
'Customer feedback is one of the best tools available for a business to grow. Not only does it help a business understand where it needs to improve to keep customers happy, but good feedback can influence a potential customer's purchase decision.
Despite this, many businesses don't have a proactive feedback gathering process. For some, it's because they are unsure how to manage this process without annoying customers. For others, it's fear that the feedback will be negative and difficult to fix! (If this is the case, read our blog on how to respond to feedback here.)
If you're not sure how you could be gathering feedback to start with, we've provided a few simple ways you can get your customers engaged below.'
https://www.vanguard86.com/blog/where-and-how-should-i-be-using-customer-feedback/
It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
https://mopinion.com/best-customer-service-software/
"In the latest episode of behind the numbers analyst Jillian Ryan discusses the importance of the full customer experience. She talks about how B2B marketers are collecting qualitative feedback, what the most important customer value metrics are and what types of loyalty programs they are using."
https://www.emarketer.com/content/which-customers-are-your-most-valuable/
Voice of the Customer (VoC) programmes are intended to capture the opinions and preferences of all customers, analyse those insights, and use them to create meaningful changes in customer experience (CX). Having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority.
https://mopinion.com/which-type-of-voc-software-should-your-business-use/
In this blog we will take a closer look at three website tools and give you a sense of which is best for your company. Things to consider: are you looking to drive conversions, build trust among your customers, provide service for your customers online, or perhaps capture insights on why your visitors are unable to achieve their goals? Keep your goals in mind whilst reading.
https://mopinion.com/which-website-tools-are-best-for-effectively-engaging-the-online-customer/
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