A new voice-of-customer management system is not only closing the loop on client experience feedback for international money transfer company, OFX, it’s also actively informing products that build competitive edge.
OFX commercial director, Sarah Bernhardi, told CMO the company previously used a third party to manage its Net Promoter Score (NPS) program, conducting a quarterly pulse check on customers. This meant client feedback was being collected months after interactions, and wasn’t specific enough to take action off the back of.
https://www.cmo.com.au/article/650688/how-real-time-customer-feedback-loop-helping-ofx-find-competitive-edge/
Companies work hard to listen to the voice of the customer (VoC) and innovate based on what they hear, but passive listening isn’t enough. I’ve found that you must always be on the lookout for new ways customers can connect with you and seamlessly share information to help you deliver products that better meet their needs.
The B2B technology company for which I work is doing some pretty amazing things in this area with many longstanding, and recently established, customer outreach programs. These programs serve as templates for active listening that are uniquely and directly connecting customers with our CX team, customer service and support — and more specifically with product development and product management.
Feedback channels are ongoing resources for us and help ensure that we approach VoC and product innovation from the customer’s perspective, developing new products and features that align with their current and future needs.
http://customerthink.com/4-ways-to-align-customer-feedback-and-product-innovation/
Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you considered what the consumer’s experience of that might be and how that impacts on their perception of your brand? Or have you thought about some of the great opportunities the delay in your process precludes? Do you wonder what impact the delay has on future survey engagement or worse, customer loyalty?
These are some of the questions I cover in this post. The importance of capturing feedback in real-time should not be underestimated, particularly if you want to impact CX on an individual customer basis. While it is relatively easy to achieve in an online environment, it is much more challenging in a brick-and-mortar context, so I will offer some ideas on how to do it at the end of the post.
http://customerthink.com/why-you-need-to-capture-customer-feedback-in-real-time-and-how-to-do-it-in-brick-and-mortar-businesses/
On one level, retail marketing is all about getting your brand message across to your customers through channels including online, print, brick-and-mortar store signs and social media. Aside from communicating your message, however, it’s also increasingly about the reverse: listening to your customers.
Constant active listening through monitoring customer feedback and conversations will allow you to improve the performance of your business across the board. It also gives you insights into your business that you may have never noticed another way. Based on my experience, here are five takeaways on using customer feedback.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/12/10/stop-look-and-listen-five-lessons-on-customer-feedback/
A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
https://mopinion.com/360-degree-customer-journey/
In B2B e-commerce you must focus on your online tactics and technology, bringing in new customers, and keeping the existing ones happy. You also have to maintain an optimal revenue mix of new and repeat customers, to boost business growth and achieve sales goals. We discuss five B2B e-commerce tips to boost sales and increase repeat customers.
https://www.martechadvisor.com/articles/ecommerce/improve-b2b-e-commerce-sales-and-increase-repeat-customers/
Having an online business is not everything unless you are improving your user’s experience when they visit your website. Whether it is redirecting them from a certain link or creating web pages that are easy to find, you’ll have an easy time creating emotional connections with users.
But how do you create emotional connections with users? How do you help them aptly respond to issues and provide feedback? Through a digital customer experience management system. It is a program designed to help you understand how customers interact with your brand online.
https://thecostaricanews.com/how-to-improve-on-digital-customer-experience-management/
Businesses around the world are having to constantly shift and adapt to the changing tides of consumerism. This is no different for the retail industry, considering it could cease to exist without customer demand. As 2019 inches closer, the time to re-evaluate your various marketing and advertising strategies and campaigns in a way that will stand out in the over-saturated world of a Google search is now.
Enter customer-driven marketing; a strategy that can transcend any campaign for any industry if done correctly. To instill a customer-driven marketing approach to your store, you’ll need to first ensure there is consistency for your customers in the form of processes, that you’re curating content specifically for your target market and customer-base, and that you’re gathering data through customer feedback.
Together, you’ll be able to implement these tactics your various approaches on gaining new customers, maintaining the level of satisfaction for current customers, and winning over those who are still a bit unsure of the experience your store offers.
https://www.retailcustomerexperience.com/blogs/the-necessity-of-customer-driven-marketing-for-retail/
Customer feedback helps us business owners and marketers understand why our customers are doing what they’re doing and whether you’re able to keep them happy. By communicating directly with them, you can figure out why people are using one feature of your product 3x more than another feature (for example). Encouraging your customers to “give you a piece of their mind”—whether it’s critical or positive—also gives you opportunities to improve your business. If you have a few minutes, I’d like to share with you a few ways for helping your customers feel more comfortable to share their opinions and feedback with you.
http://customerthink.com/3-ways-to-improve-customer-feedback/
Online negativity has hardened many brands to bad reviews. Serve enough customers, the thinking goes, and some are bound to trash you. But just how much damage can an online rant actually do?
Quite a lot, according to Moz. The marketing firm found that one negative article can lose a company as many as 22 percent of its customers. Just four such articles can drive off 70 percent of potential customers — something any business would struggle to bounce back from.
https://www.forbes.com/sites/serenitygibbons/2018/09/20/why-businesses-need-to-see-customer-feedback-as-make-or-break/#76be14311083/
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