Capturing the Voice of the Customer at every touchpoint in the online customer journey is critical in the travel industry. Nearly “75% of consumers expect to be able to provide real-time feedback on their experiences” whilst on travel websites.
https://mopinion.com/travel-companies-voice-of-the-customer/
Honesty, openness, and transparency are three words that are shaping customer behavior in the 21st century. With the appearance and widespread use of the internet, there seem to be no secrets anymore. Online customer product reviews and social media posts have made it so that customers can air everything from accolades to complaints to everything in between.
Companies that do a good job of responding to online customer feedback reap certain rewards. However, companies that don’t respond to online customer feedback or who do so poorly are at risk for perpetuating a negative perception of their business. People who feel that their opinions do not matter or have no idea if their feedback is received will be discouraged from sharing feedback again in the future. Worse, they may walk away from your business altogether.
Managing customer feedback openly is not just good customer service, it is good marketing as well. Here’s why:
http://www.touchwork.com/why-transparency-with-customer-feedback-is-good-marketing/
If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
Get over using paper to collect your customers feedback , in this digital world why do you want to be left behind? Use mobile phones for taking customer feedback .There are numerous reasons why you should have already done this already, here are some of them:
https://medium.com/@7aarushibhatia7/why-taking-customer-feedback-on-mobile-phones-is-the-best-thing-ever-4150f010619a/
The eCommerce industry has experienced a tremendous amount of growth in the past decade. This growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative eCommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same eCommerce companies (and therefore, eCommerce managers) are going to have to put their best foot forward. In other words, they’ll need to be sure that they are providing a first-rate online customer experience.
https://www.digitaldoughnut.com/articles/2018/june/why-online-feedback-is-vital-for-ecommerce-manager/
The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018, this growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative ecommerce companies looking to overtake their traditional counterparts.
However, in order to latch on to the ‘growth train’, these same ecommerce companies (and therefore, ecommerce managers) are going to have to put their best foot forward. In other words, they’ll need to be sure that they are providing a first-rate online customer experience. And the best way to do this is to start listening to the voice of the customer. After all, your customers can be your best resource in terms of understanding what you’re doing wrong (or right!) on your website or mobile app. So allow me to introduce you to online feedback…
https://mopinion.com/online-feedback-ecommerce-managers/
Unfortunately there are many instances in which online customer feedback “falls on deaf ears”. Just a mere 46% of consumers feel that their feedback is being used in a constructive way. And what’s interesting is almost 83% of consumers say they would be more loyal to a brand if they knew that brand would act on their feedback and make improvements.
https://mopinion.com/listening-to-the-voice-of-the-customer/
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/
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/
Don’t leave your customer feedback in the hands of Yelp users; actively seek it out and post it on your company’s website.
http://www.verticalresponse.com/blog/why-customer-feedback-can-profitable/
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