In today’s Internet-driven world, customers have more power than ever.
If customers have a positive customer experience, they will share this experience with friends, family and connections, which in turn can lead to new business. All at zero cost.
But what happens if you fail to provide a positive customer experience?
https://www.superoffice.com/blog/customer-complaints-good-for-business/
Customer feedback has become increasingly important as time progressed. The days of customer complaints or praise remaining in-house are long gone. Thanks to the ubiquity of the web, it is easy for customers to make others aware of their experiences and opinions. In particular, customer feedback has become essential to managed services marketing. Take advantage of customer feedback and it will be that much easier to convince prospective clients to pay for your services.
http://mspbusinessinsights.com/customer-feedback-important-managed-services-marketing/
A recent survey by Stanford Social Innovation Review confirmed a surprising fact: in an era where customer feedback is ubiquitous in the for-profit world, both doers and donors in the social innovation sphere struggle to systematically understand the preferences and experiences of the people they are seeking to help: the nonprofit customer.
To be sure, social innovators want to understand their client’s needs. The survey found that 88% of 1,986 respondents reported that “gathering feedback” was one of their priorities in measuring impact. But only 13% were using it as a top source of insight for improving services; and two-thirds said that lack of staff capacity and resources were the major barrier to implementing feedback systems.
https://hbr.org/2019/02/why-customer-feedback-tools-are-vital-for-nonprofits/
No single tactic will deliver on the ultimate customer experience (CX) vision. Just like most matters in business, it takes the right mix of people and processes or methodologies to deliver a meaningful experience.
Customer journeys are at the core of understanding your customers, their needs or issues they may be facing so you can take action to deliver a great customer experience. Customer experience problems vary in complexity from simple to difficult, and the persistent ones are often complex because they occur over time, over channels, and fall between the cracks of organizational silos.
https://www.cmswire.com/customer-experience/why-customer-journey-mapping-journey-analytics-5-star-customer-experiences/
Customer trust is not only vital in an environment where customer expectations are increasing daily and competition is fierce, it is a brand differentiator that could make or break a business. You only have to look at the recent scandals around Facebook or the Australian Banks to see this happening.
Brand trust as an ‘insurance policy’ against future issues is not a new concept. Most organisations know trust bestowed by the consumer can not only make or break a business, it can also ensure you survive a problem in the future. But few achieve brand trust adequately, preferring to pay lip service rather than delve into what it really means: Authentically caring about customers and their needs.
https://www.cmo.com.au/article/642102/why-customer-trust-more-vital-brand-survival-than-it-ever-been/
Every experience we go through is connected to our power as consumers. And experience surveys have become part of nearly every brand interaction we have.
Last month, I went to a museum and was solicited for feedback. My grocery store surveys me on my delivery experience. As consumers, we asked to be empowered to give feedback… we certainly got what we wished for! So then why are we still having bad experiences? If brands care so much about our feedback, why there is no impact to our journeys?
http://customerthink.com/why-customers-are-not-responding-to-your-surveys/
“Our company is trying to get away from Big Design Up Front. Why doesn’t UX get fast feedback and iterate?” the conference attendee asked. Considering a multi-step process, he asked why UX doesn’t design step 1, deliver that, design step 2, deliver that, etc.
Imagine your company is setting up a new workflow for a customer to register and sign up for your system. The customer will need to complete a process where they create an account (or at least choose a password), select the level of service wanted, enter payment details, review the order, then complete it and get a confirmation message.
https://www.cmswire.com/digital-experience/why-doesnt-ux-get-fast-feedback-and-iterate/
One of the most important tasks we’re faced with in business and in our personal lives is taking care of our finances, and mobile banking is already insanely popular across all demographics. According to Apptentive’s recent consumer survey, the majority of banks and credit unions offer mobile banking apps—and they are wildly popular. Specifically, 80% of respondents said their primary bank has a mobile app. Of those whose bank has a mobile app, 69% of respondents actively use their bank’s app, and 25% use their bank’s app daily.
https://www.business2community.com/mobile-apps/why-finance-app-success-depends-on-customer-feedback-02163819/
It won’t come as surprise for you to hear that mobile phone usage has been increasing over the past decade. With the launch of the iPhone and other modern smartphones hitting the market, much of the population now expect to be able to do many everyday tasks through their mobile devices.
https://mopinion.com/why-important-to-have-a-responsive-website-infographic/
Marketers are a loud group. We're constantly yelling promotions, trying way too hard to show how cool our brands are, or peddling product to the masses. We're so focused on the outbound that we've completely cannibalized any chance at having conversations with our customers.
Even with voice of the customer strategies, that methodology doesn't help the customer to confirm that his or her voice matters. Most customers feel that the only way to show their voices is to either publicly fan the flames of social, or to use the power of their dollars to show their dissatisfaction. Marketers would be smart to just shut up and listen. It's better for the customer, it's far less inflammatory, and it's better for business.
https://www.retailcustomerexperience.com/blogs/why-its-time-for-retail-marketers-to-start-listening/