Get customer experience right and profit will follow. That’s the conclusion of a survey by Hotjar of 2,000 CX professionals published in November 2018. Only 12 percent of respondents regarded their companies as being mature when it came to customer experience.
“Customer experience leaders prioritize delivering an outstanding experience over everything else (yes, even over revenue),” the Hotjar survey states. The leaders focus on current customers, rather than obsessing about potential ones. They allocate a regular amount of time every week to make calls, meet for coffee or find out about the support issues of their customers. They follow the Golden Rule of customer experience: “Treat customers how you would like to be treated.”
https://www.cmswire.com/customer-experience/customer-experience-trends-for-2019/
When customers have a positive experience with a company, they’re likely to share their thoughts with an average of nine people. But they’ll share thoughts on negative experiences with about 16 people, nearly double the amount.
Companies are wise to correct any issues that lead to poor experiences before customers share their negative opinions with the masses, but you won’t know what those issues are unless you ask. Customer feedback survey emails are an effective tool for gathering information that can help you craft a positive experience every time.
https://www.business2community.com/customer-experience/how-to-write-a-customer-feedback-survey-email-02141136/
Having customers who are willing to give feedback about your product or service is a potential gold mine for your company and its growth. The important part is knowing when to listen to the customers and when and how to use their feedback to help your company become better. There are many different ways to accomplish this, and each one has a benefit. The input that you may need might depend on your company's current stage. It also could depend on the tools that you have to collect that information.
https://www.forbes.com/sites/theyec/2018/05/07/11-founders-on-how-to-best-listen-to-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.
Why are bad reviews so destructive? Despite the fact that they’re less trustworthy than most consumers think, consumers continue to base their purchase decisions on them. Pew Research Center found that 82 percent of American adults “sometimes” or “always” read online reviews before making new purchases, 65 percent of whom believe they’re generally accurate. Yet a Journal of Consumer Research study found almost no correlation between professional assessments (in this case, Consumer Reports ratings) and online reviews.
https://www.forbes.com/sites/serenitygibbons/2018/09/20/why-businesses-need-to-see-customer-feedback-as-make-or-break/#788975051083/
Business owners are often tasked with managing countless customer requests. They should also be keenly aware that they need not allow their business plans to be driven solely by these requests — or at least not by requests which they haven’t done their due diligence on. So, if you are a business owner wondering how to deal with the constant stream of customer requests and feedback, this one is for you.
What is the role of customer feedback in formulating your business strategies and how do you transform qualitative customer requests into actionable data to inform business decisions? How do you know which requests to act on, which ones are high-priority and which ones to simply ignore?
https://nairametrics.com/how-to-convert-customers-feedback-into-actionable-business-decision/
We’re at a tipping point for many transformation triggers, including globalization, digital growth, regulatory compliance and a changing economy. Each of these things has the power to dramatically impact customers and change how they interact with brands. The combination could completely change the face of customer experience moving forward. Buckle your seat belts because we’re in for a bumpy (and exciting) transformation journey heading into the new year.
https://www.forbes.com/sites/blakemorgan/2018/12/05/five-trends-shaping-the-future-of-customer-experience-in-2019/
Today’s consumer has incredibly high expectations of the brands they spend their time and money with. Consumers realize they are not beholden to brands as options arise across the ever-expanding market of goods and services, and brands have begun listening to customers to help drive their product roadmaps, and ultimately, to drive success through loyalty. Going one step further, customers no longer only compare brands to their direct competitors; they compare their experiences to the best customer experience they’ve ever received, which sets the bar even higher.
But even though today’s brands are wising up to the importance of listening, a gap still exists between customer feedback and how brands act on it. According to a new report from Gladly, 92% of customers say they would stop purchasing from a company after three or fewer poor customer service experiences, and 26% of those would stop after just one bad experience. Listening to and acting on feedback shows respect, and quite frankly, today’s consumers don’t have the time or patience to deal with brands who don’t respect them.
https://www.business2community.com/customer-experience/turn-your-digital-experiences-into-customer-feedback-opportunities-02139137/
The holiday season is in full swing. And while most ecommerce businesses have been preparing for this for months already, we can’t help but notice that many of these same businesses are missing one important element in their strategies. Sure, they’ve optimised their mobile apps, set up various discounts and promotions to reel customers in, and updated their merchandising strategies…But what about the customers? How are they experiencing the holiday rush? Are there certain funnels in which they’re struggling?
https://mopinion.com/tis-the-season-for-customer-feedback-heres-why/
Every business wants to create and maintain a loyal customer base. According to Edelman, customers that continue to support your brand over time will spend 67% more than your new customers. In other words, your most loyal customers are critical to the success of your business. That is why it’s important to measure loyalty and continuously to ensure your customers are satisfied with your brand. Tackling this challenge is done best by going directly to your customers for input. So get started and try one of our free loyalty survey templates from the Survey Marketplace!
https://mopinion.com/free-templates-for-loyalty-surveys/
Mopinion is dedicated to providing its customers with the best possible feedback analytics software on the market. In order to maintain this status, our team strives to make constant and valuable improvements to our platform. We do this using the feedback provided directly by our customers. That being said, we’re happy to announce the release of the seven exciting new updates, including new machine learning technology, new feedback form metrics, and much more.
https://mopinion.com/november-product-update/
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